{"id":3382060,"url":"https://alion.io/job/luma-energy-system-analyst-incident-management","title":"System Analyst, Incident Management","company":{"id":1777179,"name":"LUMA Energy","domain":"lumapr.com","url":"https://alion.io/company/lumapr","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":77000,"max_usd":159000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":504},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"SharePoint","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-27T00:00:00Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-03T01:07:58Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Job Summary:\nServes as a key member of the Incident Management team, ensuring uptime and availability of CX technology platforms, resolving helpdesk issues efficiently, and collaborating with IT/OT to develop technological roadmaps that support Customer Experience operations.Job Description:\nSupports Customer Experience operations by maintaining service-level agreements, resolving help desk tickets, and managing user roles and audits in Oracle CC&B to ensure platform reliability and compliance.\n\nPerforms data analysis and develops SQL queries to extract insights, inform business decisions, and support issue resolution and enhancement planning.\n\nCollects and analyzes data to identify trends and provide actionable insights for business decisions.\n\nAudits testing efforts by developing test scripts, conducting UAT, and documenting results to validate system changes and ensure quality delivery.\n\nCollaborates with internal teams and third-party vendors to develop technological roadmaps, support system enhancements, and align with Customer Experience strategies.\n\nFollows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.\n\nParticipates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.\n\nPerforms additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.\n\nAdditional Job Description:\nEducation\nBachelor’s degree in information technology, Computer Science, Computer Engineer, business administration or related field\n\nExperience\n3 years' experience in data analysis, reporting, process improvement, business strategic support (interpreting key performance indicators (KPIs), metrics, forecast, statistical results) and other analytical functions.\n\nExperience using business systems or analytic platforms.\n\nCommunications and presentation experience to senior leaders\n\nGeneral knowledge of electric utility business processes and the IT systems that support them\n\nAdditional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role:\n\nAssociate’s degree in a relevant field may substitute when accompanied by a minimum of 5 years of experience performing similar functions and at least 3 years of experience performing a previous Analyst role.\n\nHigh School or equivalent (GED) when accompanied by a minimum of 8 years of experience performing similar functions and at least 5 years of experience performing a previous Analyst role.\n\nCompetencies (Skills)\nStrong facilitation skills to participate in cross functional teams to a desired result\n\nStrong organizational skills to work independently in a complex and dynamic environment\n\nAdvanced technical system / IT analysis skills\n\nSelf-motivated problem solver who constantly looks for opportunities to continually improve the business\n\nProven interpersonal skills to develop and maintain effective and goal oriented working relationships with all levels of staff in the organization and with third parties (e.g., third-party IT vendors)\n\nStrong working knowledge of the Microsoft Office suite and SharePoint\n\nLicenses/Certifications\nValid Driver's license in PR.\n\nAny significant IT certifications is preferred.\n\nTravel Requirements\n30%\n\nPhysical Demands\nStationary Position: Constantly\n\nPushing/ Pulling/ Reaching: Seldom\n\nKneel: Seldom\n\nGrab: Seldom\n\nBend: Seldom\n\nLift/Carry over: 0 - 15 pounds\n\nVision: 20/20 Corrected Vision\n\nWorking Conditions\nWet or humid: Seldom\n\nWorking near or on moving mechanical parts: Never\n\nWorking near or on heavy machinery: Never\n\nWorking in high places: Never\n\nExposed to fumes or airborne particles: Never\n\nFrequency of working in outdoor weather conditions: Never\n\nWork with electricity: Never\n\nLoud noise conditions: Never\n\nLUMA Energy is an Equal Employment Opportunity Employer. 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