NYISO is hiring a
Stakeholder Services Representative

Summary

Join the New York Independent System Operator (NYISO) as a Stakeholder Services Representative and play a critical role in supporting Market Participants, resolving technical inquiries, and promoting customer advocacy.

Requirements

• Bachelor’s degree from an accredited university or college required (Engineering, Finance, Business, Economics or Communications)
• Five years’ experience in the electric utility industry or a related technical field
• Prior leadership experiences a plus but not required

Responsibilities

• Receive, initiate, and manage tracking of customer-related inquiries pertaining to the NYISO markets and/or market-related systems
• Document all customer related activities (inquiries, contact data, contact roles and pertinent information on participation in the NYISO markets in the CRM-Customer Relationship Management software & the MIS-Market Information System
• Perform research to resolve customer inquiries and provide a detailed resolution. Research may involve one or more of the following: Review of NYISO Tariffs, Manuals, User Guides and Technical Bulletins
• Perform periodic and ad hoc reports and analyses. Involves; accessing systems, generating reports and review findings/interpret results and then communicate information back to the customer
• Serve as a customer advocate for the Market Participant– thoroughly understanding their position (which may be of a highly technical and complex nature), and adequately represent them in NYISO meetings and discussions
• Understand NYISO’s position on market design strategies and convey those positions when appropriate
• Develop a professional relationship with assigned Market Participants. Work with Market Participants to identify and resolve their company-wide issues, which may be of a highly technical and complex nature
• Responsible for customer data entry and contact data maintenance in NYISO’s CRM-Customer Relationship Software, including access and administration processes for many of NYISO’s software systems
• Prepare and process customer Dispute and Claims Committee (DAC) claims, which may be of a highly technical and complex nature, on behalf of Market Participants. Analyze and present claims to the COO-Chief Operating Officer and DAC Committee with a proposed resolution
• Develop and deliver presentations related to NYISO Stakeholder Services departmental functions
• Work in conjunction with other NYISO departments to send communications to the Marketplace by utilizing NYISO’s email software system integrated with the CRM tool. This includes complex software and outage notifications for critical NYISO markets systems
• Act as key internal expert on assigned market participant sector issues
• Ability to understand NYISO technical documents (tariffs, technical bulletins, manuals, guides, etc.) for discussions with both internal and external customers
• Work directly with internal NYISO departments (e.g., project management, information technology) to test and coordinate new product enhancements
• Ability to maintain composure and confidence when faced with tense or stressful situations including the ability to engage / update management when necessary
• Maintain current knowledge of the energy industry and NYISO system applications by following pertinent industry energy news as well NYISO technical bulletins, documentation changes and market design enhancements impacting NYISO’s Market Services Tariff (MST) and Open Access Transmission Tariff (OATT)
• Cross train Stakeholder Services representatives to educate them on the various inquiries related topics to expand the knowledgebase across the department. Shares insights and experiences, promotes a collaborative climate for learning
• Work closely with the Information Technology department to communicate technical changes impacting NYISO’s Market Participants. (e.g., security communication protocols, digital certificates, access control, market outages to NYISO systems, etc.)
• Work closely with NYISO Legal, IT, Operations, and Planning departments to facilitate access to CEII-Critical Energy Infrastructure Information. Process requests and communicate access status for Market Participants and organizations participating in NYISO’s Interconnection process
• Responsible for resolving access issues related to CEII access and work with internal NYISO resources when needed
• Work closely with NYISO departments to facilitate annual processes mandated by NYISO Market Tariffs. Responsible for coordinating and communicating updates to all NYISO’s Market Participants to ensure compliance

Benefits

• Competitive salaries
• Comprehensive benefits package
• Innovative reward programs
• Flexibility to work both in the office and remotely, providing our employees with an enhanced work life balance