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Cust Care Database Administrator, Expert

Company: PG&E Corporation
Location: Rocklin
Posted on: May 2, 2020

Job Description:

Requisition ID--# 37623--Job Category : Information Technology--Job Level : Individual ContributorBusiness Unit: Customer CareJob Location--: RocklinDepartment OverviewThe Customer Service (CS) Business Operations department's mission is to enable and support a positive "One PG&E" presence, supporting and working with business partners across multiple departments, including: Business Energy Solutions, Local Customer Experience, Customer Energy Solutions, and Solutions Marketing.The CS Business Operations team provides our business partners with guidance, insights, and expertise to support informed strategic business decisions. We assist our partners to meet internal and external compliance requirements, and meet or exceed targets such as customer outreach plans. The team is responsible for influencing the creation or modification of business processes and customer communication to enhance the customer experience, as it relates to emerging company initiatives.-- Our business partners understand the value provided by the CS Business Operations team and use it to improve their own effectiveness in delivering safe, affordable and reliable energy while providing excellent service to PG&E's customers. In addition, the team provides tools and resources that ensure that our employees can provide a positive customer experience and that the "voice of the customer" is represented.Position SummaryThe Expert Customer Care Database Administrator is responsible for developing reporting solutions to complex process issues throughout the customer service organization. They will lead major initiatives and will collaborate with multiple departments to identify root causes and proposed solutions. As an expert, their role will also to be responsible for mentoring and training other members of the team. Job ResponsibilitiesManages, monitors, and modifies existing reporting, cloud-based systems, and architecture, communicating system health to various levels of leadership.Identifies cross workstream process improvements and implements large scale solutions, including new Salesforce technologies and AppExchange solutions. Communicates issues identified to Manager in a timely manner and manages escalations. Researches database issues, causes and Salesforce debugging using Debug logs, and understanding Apex codes. Creates code to solve complex process issuesManages mid-sized to large projects or initiatives. Interprets business requirements for managers and stakeholders and recommends holistic solutions within Salesforce and across integrated systems such as CDW, CC&B. Reviews advanced Salesforce security such as permission sets, custom permissions, sharing rules and audit trails. Solves complex problems and takes a new perspective on existing solutions. Leverages knowledge to train other members of team, coaching and mentoring. QualificationsMinimum:Bachelors Degree in Computer Science or job-related discipline or equivalent experienceSix years of recent relevant database management Desired:Experience in database management, job-related, 8 yearsExperience in project management, database-relatedSalesforce Certified Platform Developer CertificationOrganized, detail-oriented, self-directed, professional and flexible Must be a team-player with collaborative style and excellent communication skillDemonstrate strong and effective organizational and time management skillsDemonstrate strong and effective communication skills both verbally and in writingCompetency in applying knowledge of business and the marketplace to advance organization goals Competency in developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences Competency in making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems Competency in planning and prioritizing work to meet commitments aligned with organizational goals

Keywords: PG&E Corporation, Rocklin , Cust Care Database Administrator, Expert, IT / Software / Systems , Rocklin, California

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