Functional System Analyst Associate

37521BRTitle:Functional System Analyst AssociateJob Description:NOTE : This position is designated Remote. However, selected candidate must reside in one of AEP's already established 11 state locations which are as follows WV, VA, TN, AR, KY, TX, OH, IN, MI, OK, LA ( AEP is not located in the entire state in most circumstances in order to adhere to tax, benefit, and local employment laws). Go to aep.com/about/businesses/opcos to view AEP’s locations.POSITION SUMMARY:This position plays an important role on the Voice of the Customer (VOC) team. The VOC team is responsible for building an awareness and understanding about customer feedback and expectations throughout the company. The team works with partners to understand and use customer feedback effectively. The primary source of customer feedback is the Medallia application. This position is responsible for investigating, analyzing and resolving application issues with moderate direction from senior staff. Perform application administrative functions, which includes monitoring user and survey files. Participate in application training and in the development of training materials. Perform data analysis and develop reports that result in actionable insights. Assist support staff in identifying root causes, resolving application issues and engaging IT as necessary. Provide assistance and guidance to employees across the corporation in the proper use of applications.ESSENTIAL DUTIES:1) Monitor existing feedback programs to ensure regular and purposeful interactions with customers.3) Investigate and resolve application (Medallia) issues with moderate direction from senior staff.4) Discuss technical issues competently with team members and end users.5) Develop a moderate level of understanding of application functionality and associated business processes.6) Participate in quantitative and qualitative analysis with appropriate visualizations and summaries of findings7) Conduct 1:1 or small group application training.8) Perform routine audits to ensure consistent use of the Medallia tool.9) Create monthly trend reports in Excel and/or Power Point.10) Identify and advocate for process changes which will positively impact customer experience.#LI-REMOTEAuto req ID:37521BRRelocation:NoLocation:Columbus, OHJob Type:Full-TimeJob Category:Advertising/Marketing/Public RelationsAnnual Salary To (Mid):74065.00Minimum Requirements:EDUCATION & EXPERIENCE MINIMUM QUALIFICATIONS:Functional System Analyst Associate, grade 5High school diploma or GED and six (6) years of experience in either customer service or a utility company.OR, with Associates degree and two (2) years e xperience in either customer service or a utility company.OR, with Bachelors' degree and zero (0) years of experience in customer service or utility company.Annual Salary From (Min):59253.00Work Designation:RemoteGeographic Proximity:Selected candidate must reside in one of AEP's already established locations as noted above.Equal Opportunity Employer | Minorities/Females/Disability/Vets