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IT Business Analyst


Akron, OH, US, 44320

Job Function:  Information Technology
Employee Type:  Reg Full Time (FT)
Requisition ID:  69433

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 integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp.

Location: This position can be filled in any FirstEnergy location. This position will be classified as mobile with primary work location as home, but may work at or visit a facility, based on business need. This option is not available in the states of California, Colorado, Illinois, Kentucky, Massachusetts, Montana, Nebraska, New York, Oregon, or Washington at this time.


Summary of Responsibilities:

  • 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.



This position exists within the IT Customer Back Office Solutions group and reports to the Supervisor, Dereg & Customer Systems. This position supports the entire maintenance and enhancement lifecycle as it relates to Deregulation and Customer Service Solutions.  IT Customer Back Office Solutions is an innovative team that provides value through regulatory and enhancement processes and support of technology solutions for the Supplier Services and Customer Services Controls teams within the Customer Experience organization. Additionally, this position coordinates with other IT groups and Vendor resources, as needed, to provide the necessary guidance to ensure the seamless operation and enhancement of the business units they support. 


Responsibilities include but are not limited to:

  • 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 the Help Desk or directly from business clients, including some off-hours support.
    • Providing analytical and operational support to the business clients.
    • Supporting the ERP environment, specifically SAP IS-U, Intercompany Data Exchange
  • 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 the best technical approach (with estimates).
    • Working with IT developers to ensure the solution satisfies functional requirements.
    • Configuring solutions.
    • 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.
  • Project management for Level II and Level III: 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.
  • Analyze, validate and test all Deregulation EDI and ALE integration in the system landscape.
  • Performing role and regression testing for SAP production migrations.
  • Administering (where applicable), researching, and resolving application security provisioning issues.
  • Adhering to all IT SOX controls/procedures for data and application changes.


An employee hired at an IT Business Analyst III level will be expected to perform the above responsibilities with greater proficiency and in a more independent manner.


Required Qualifications:

  • Bachelor's or associate degree in Management, Business Administration, Finance, Computer Science, or related field, with a minimum of 2 years of experience as a Business Analyst or related field. In lieu of a degree, 4 years of experience as a Business Analyst or related field required.

  • Minimum of 1-year relevant work experience OR currently in Business Analyst role or related field. In lieu of a degree, 2 years of experience as a Business Analyst or related field required.
  • Demonstrate basic technological aptitude through work experience, education, or other means.
  • Fully proficient in Microsoft Office 365 suite.
  • Excellent written and verbal communication skills.
  • Ability to create and conduct presentations.
  • Knowledge of project management concepts and tools.
  • Demonstrated knowledge of testing processes, standards, and best practices.
  • 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.
  • Demonstrated analytical skills and ability to think creatively.
  • Experience working with diverse teams and building an inclusive work environment
  • 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 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.


Preferred Qualifications:

  • Experience in SAP ERP software solutions – IS_U/Intercompany Data Exchange.

  • Familiarity with functions of a Customer Relationship Management (CRM) application.
  • Experience in supporting a customer service focused business unit.
  • Level III: Ability to understand integrated technologies with SAP (i.e., Teradata, Billing, Web).
  • Ability to interact and coordinate with third-party software solutions, vendors, and contractors.
  • Level III: 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: Testing, Business Analyst, CRM, Implementation Manager, Technology, Finance