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IT Business Analyst - CRM/Self Service Systems (OH or PA)


Akron, OH, US, 44320

Job Function:  Information Technology
Employee Type:  Reg Full Time (FT)
Requisition ID:  41504



FirstEnergy at a Glance


We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.


FirstEnergy (NYSE: FE) is dedicated to safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,500 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of 3,780 megawatts.


About the Opportunity


This is an open position with FirstEnergy Service Co. a subsidiary of FirstEnergy Corp.  [SC00]


This position can be filled in Akron, OH; Greensburg, PA; or Reading, PA.


The ability to work remotely within the United States may be available based on business need.


This position exists within the IT Customer Systems Group and reports to the Supervisor, CRM/Self Service Systems.

IT Customer Systems is an innovative team that provides value and enhances processes through technology solutions for the following business units:

  • Customer Contact Center
  • Customer Self Service
  • Customer Service Analytics
  • Energy Efficiency
  • FirstEnergy Products


Responsibilities include but are not limited to:

  • Drive and participate in the production support and enhancement lifecycle of FirstEnergy’s IT Customer systems.
  • Serve as the liaison between the Customer business units and IT to translate business requirements into functional requirements and guide delivery to ensure that a quality tested product is implemented.  
  • Focus on application configuration, solution delivery, testing, administration and support of FirstEnergy’s IT Customer systems and the various interfaces to other systems.
  • Production support:  Supporting the FirstEnergy Customer business units and applicable applications to ensure successful day-to-day business functions.
    • Investigating and resolving problems reported via Help Desk or directly from business clients, including some off-hours support
    • Providing analytical and operational support to the business clients,
    • Supporting SAP training environments leveraged by workforce development.
  • Managing enhancement requests throughout the development lifecycle.
    • Working directly with business units to collect requirements, facilitate workshops, develop quality functional specifications and/or business process maps, perform analysis, and recommend best technical approach (with estimates);
    • Configuring solutions
    • Working with IT developers to ensure the solution to satisfies functional requirements
    • Creating and executing comprehensive unit and integration test plans
    • Developing detailed implementation plans and providing clear documentation for completed products
    • Understanding system interface design and data flows to support complex inbound and outbound interfaces
  • Performing role and regression testing for SAP transports.
  • Administering (where applicable), researching, and resolving application security provisioning issues.
  • Adhering to all IT SOX controls/procedures for data and application changes.
  • When necessary, handling project management responsibilities – e.g. project charter creation, developing and executing work plans, aligning with applicable release schedules, coordinating activities between IT teams, with the business units and with vendors, monitoring progress, tracking of project labor and budget spend, and communicating with stakeholders.


An employee hired at the Analyst III or IV level will be expected to perform all the above responsibilities with more proficiency, and in a more independent manner.  Further, the Analyst III or IV level employee will be assigned additional responsibilities related to those listed above.


Qualifications at the Level II include:

  • Bachelor's or associate degree in Management, Business Administration, Finance, Computer Science, or related field; with a minimum of 2 years related experience required. In lieu of a degree, 4 years of related experience required.
    • Related experience includes, but is not limited to: Business process analysis; participation in project implementation lifecycle including requirements gathering, test plan development and execution, and communication
  • Demonstrate basic technological aptitude through work experience, education, or other means
  • Fully proficient in Microsoft Office 365 suite
  • Superior written and verbal communication skills
  • Ability to create and conduct presentations
  • Knowledge of project management concepts and tools
  • Willingness to undertake assignments involving unfamiliar subjects; propensity for continual growth
  • Proven ability to troubleshoot, analyze, and solve non-routine problems with little or no guidance
  • Aptitude to learn quickly
  • Excellent analytical skills and ability to think creatively
  • Understanding and willingness to embrace IT application development standards and processes
  • Ability to effectively prioritize and plan activities, work on multiple concurrent tasks, and meet deadlines
  • Willingness to work flexible hours as applicable and be available for call-in and after-hours support if needed
  • Highly motivated with ability to work independently with a high level of productivity
  • Commitment to producing quality deliverables while adhering to deadlines
  • Proven team player; encourages and supports team members in a virtual work setting.


Qualifications at the Level III include all the above, plus a minimum of 4 years related experience required. In lieu of a degree, 6 years of related experience required.

  • Working knowledge of related experience


Qualifications at the Level IV include all the above, plus a minimum of 7 years related experience required. In lieu of a degree, 9 years of related experience required.

  • In-depth knowledge of related experience


Preferred Qualifications:

  • Familiarity with key functions of a Customer Relationship Management (CRM) application
  • Proficiency in SAP software solutions – e.g. SAP’s CRM module;
  • Experience in supporting a contact center and/or customer/consumer focused business unit
  • Understanding of technologies supporting customer mobile and self-serve experience
  • Ability to interact and coordinate with third-party software solutions, vendors, and contractors
  • Knowledge of reporting and data warehouse solutions
  • Participation in at least one significant IT software implementation project or upgrade




Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.


Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification



FirstEnergy Human Resources Team

Nearest Major Market: Akron
Nearest Secondary Market: Cleveland

Job Segment: Business Analyst, Systems Analyst, ERP, SAP, Computer Science, Finance, Technology