Process Automation Specialist

Job Summary
The purpose of the Process Automation Specialist is to design, develop and implement automation technology solutions using Visual Studio, Pega, Access, SQL databases and other technologies that enhance and support the performance of the Customer Contact Centers' strategic goals and objectives; trouble shoot when technology issues occur and act as the liaison with IT.
Essential Functions

• Design, develop, code, test, and implement automation tool solutions to continuously improve and enhance operations.
• Collaborates with Customer Care Center (CCC) Operations, Support Operations and other business partners (e.g. Regulatory, Revenue Recovery, Training, IC, and Operations) to identify areas in which automation technology solutions can be implemented for process improvement which enhances the performance of the CCC Operations.
• Reviews and analyzes performance data to determine if any metrics of CCC operations can be enhanced by implementing automation technology solutions.
• Recommends to CCC Operations automated technology solutions to resolve performance issues. Develops project plan for implementation.
• Oversees and manages project plans and issues with business continuity planning, development and Implementation activities.
• Acts as CCC Operational liaison with IT, managing and coordinating Companywide IT initiatives that result in changes within the Centers including IT upgrades, new hardware / software installation, technical troubleshooting, testing, etc.
• Identifies and recommends changes to maintain a culture of continuous improvement and service excellence. Learns new systems, application, and technologies
• Support Leaders in testing and developing test plans. Validation testing pre and post technology changes.
• Flexible in working a schedule including nights, weekends, stand-by and emergency support as assigned
• Learns new systems, application, technologies and business domains. Provides ongoing support, trouble-shoot and resolution of production issues. Maintains up-to-date knowledge and solid understanding of the CCC operations, performance capabilities, processes, customer service concepts and practices Required Qualifications for Position Completes tasks independently as well as in small team settings. Must be motivated with a high degree of initiative, a quick learner, and can manage multiple priorities in a fast-paced environment Provides ongoing support, trouble-shooting and resolution of production issues. Reviews and analyzes organizational needs and goals to determine future impacts to applications and systems Produces both high-level and detailed-level designs based on business requirements and defined architectures Coordinates with both onshore and offshore teams to ensure coding, testing, debugging and implementation activities are completed as required Reviews the components to define development/testing timelines and project plans; analyze and estimate feasibility, cost, time and scope Understands industry trends, standards and practices as they apply to NiSource. Other duties as assigned.

Required Qualifications For Position

• Bachelor's Degree or certification in Computer programming/management.
• 1-3 Years of experience developing applications in a corporate environment.
• Enhanced knowledge and understanding of CIS and/or DIS.
• Completes tasks independently as well as in small team setting.
• Must be motivated with a high degree of initiative, a quick learner, and have the ability to manage multiple priorities in a fast-paced environment.
• Self-Motivated, detail oriented, ability to maintain high level of accuracy Must demonstrate a high level of attention to detail.
• Must demonstrate ability to learn new technologies and tools.
• Must demonstrate strong analytical and troubleshooting skills.
• Must demonstrate the ability to balance development, testing, and support roles.
• Must demonstrate strong interpersonal skills and ability to work well with others.
• Advanced skills with personal computers, data base management, and software such as M365 Office.
• Flexible in working a schedule including nights, weekends, stand-by and emergency support as assigned.
• Support Leaders in testing and/or developing test plans. Validation testing pre and post technology changes
• Individuals who are collaborative, open-minded, and driven.
• Develops, codes, unit tests, debugs, and implements RPA solutions
• Reviews and analyzes organizational needs and goals to determine future impacts to applications and systems.

Preferred Additional Qualifications for Position

• 1-3 years Programing experience in Robotic Process Automation
• 1-3 years Developing VBA applications or equivalent.
• No less than 1 year Experience in Call Center Operations
• LEAN
• Six Sigma

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

As a public utility, NiSource provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.

Work Authorization

Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

Workplace Connection
We value a workplace where everyone feels respected, included, and able to do their best work. We encourage open dialogue, value different perspectives, and work collaboratively with employees, customers, and partners.

We recognize and respect the unique experiences people bring, including different backgrounds, cultures, and viewpoints. We treat others with professionalism and care, and we each play a part in creating a positive work environment.

Veteran Hiring & Inclusion

NiSource is proud to support veterans, transitioning service members, and military spouses. We value the leadership, teamwork, and mission-focused experience the military community brings, and we are committed to providing an inclusive workplace with opportunities for professional growth and development.

Equal Employment Opportunity 
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may also be considered for other roles that match your skills and experience.

ADA Accommodations

If you need a reasonable accommodation to participate in any stage of the hiring process or to perform the essential functions of the position, please contact OneHR at [email protected] or 1-888-640-3320

Safety Statement
Safety is a core value at NiSource. Employees are expected to follow safety requirements, report hazards, and help maintain a safe environment for themselves and their coworkers.

E-Verify

NiSource participates in the U.S. Department of Homeland Security's E-Verify program. Please review the following notices regarding your rights and responsibilities under U.S. law.

• E-Verify Poster (English and Spanish)
• Right to Work Poster (English and Spanish)

Salary Range*:

*The salary offered to a candidate is based on several factors including but not limited to the candidate’s skills, job-related knowledge, and relevant experience, as well as internal pay equity.

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