Job Description

Analyst, AMI Support (Hybrid)

03/11/2025

Locations: Westwood, Massachusetts

We are seeking a detail-oriented and proactive Analyst to join our team. The AMI (Advanced Metering Infrastructure) analyst for AMI support will be responsible for resolving exceptions within AMI systems, ensuring accurate and timely meter data flow, and coordinating with various teams to maintain operational efficiency. This role requires strong customer service skills, analytical skills, exceptional problem-solving abilities, and a deep understanding of metering infrastructure and data management. This position will support AMI implementation for MA/CT/NH.

This is a hybrid role. The first three months are fulltime in the office.

Essential Functions:

Support the AMI opt out process. This position will track, manage, and process customer opt-out requests.
Resolve exceptions between the work order management systems, AMI systems, inventory systems and billings system.
Analyze and diagnose issues causing exceptions and develop solutions to prevent and correct exceptions.
Investigate meter events/alarms, ensure that meter-related incidents are resolved in a timely and consistent manner.
Propose and implement process improvements to reduce the occurrence of exceptions.
Analyzes proposed or existing methods, policies, procedures and/or technologies related to AMI activities.
Issue field service orders in the OMNI system to troubleshoot meters requiring in person visits.
Collaborate with cross-functional teams, including IT, field operations, metering, and customer service, to address and resolve exceptions.
Provide support for the maintenance, upgrades, and enhancement of AMI functionality.
Support reporting activities for opt-outs, exceptions and other AMI activities.
Support AMI deployment and operations activities

Qualifications

Technical Knowledge/Skill:

Strong customer service skills.
Understanding of OMNI (SAP)
Strong analytical and investigative skills
Requires demonstrated verbal and written communications and interpersonal skills.
Ability to use PC desktop applications (e.g. Microsoft Word, Power BI & Excel)
Excellent problem-solving abilities and attention to detail
Ability to document system and business processes.
Ability to work independently and as part of a team in a fast-paced environment.

Education:

Bachelor’s degree in business administration, Finance, Accounting, Statistics, Economics, related discipline, or equivalent experience

Experiences:

Three (3) plus of years related experience.

Compensation and Benefits:

Eversource offers a competitive total rewards program. The annual salary range for this position is $86,210.00 - 95,790.00 plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of benefits.

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Worker Type:

Regular

Number of Openings:

2

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

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Overview

As a Customer Service Representative, you are the first point of contact for our customers when they have questions about their bill, how to turn on/off their account when moving, and how Eversource is prepared to support them during storms. If you have a passion for helping customers and solving problems, and possess strong interpersonal skills, then this is the place to begin an exciting career with Eversource. There are lots of other opportunities in our Customer Group, including Metering and Credit, working with our Business Customers as an Account Executive and working on our Digital Strategy and Voice of the Customer projects.

Success Profile

What makes a successful Customer Group employee?

Check out the top traits we're looking for and see if you have the right mix.

Collaborative
Customer Focus
Team Player
Adaptable
Detail Oriented
Positive

Culture

Our goal is to remain the best energy company in the nation, and to be the first with carbon-neutral operations by 2030.

We will achieve this by valuing the diversity of employees who bring different perspectives to the table. We are committed to:

Creating an inclusive workplace where all employees, customers and stakeholders are respected and valued.
Leveraging the talent, unique perspectives, cultural and life experiences of every employee to ensure our continued success.
Attracting, developing and retaining a diverse workforce that can work together to meet the changing needs of the customers we serve while delivering reliable energy and superior customer service.

Career Path

Associates
Reps
Supervisors
Managers

Employee Quotes

Chad, Customer
Experience Analyst

Meet Chad

“The views of our customers play an enormous role in decisions made at Eversource,” says Chad, Customer Experience Analyst on the Voice of the Customer team. &ldquoI take a great deal of pride in my job to make sure customer sentiments are front and center for our leadership on a constant basis, through our survey research and our Eversource Online Community.”

Lezanne, Customer
Experience Analyst

Meet Lezanne

“Customers are often surprised to learn their appliances use varying amounts of energy during different seasons. Being able to help customers with tips for reducing their energy use is one of the most rewarding parts of my job. ”community we serve.”

Candaliza, Contact
Center Representative

Meet Candaliza

“Many of our customers are spending more time at home, and we understand they are increasingly reliant on their power to be able to function and work remotely”, says Candaliza, Contact Center Representative in Manchester. “For the past year, I have been able to assist customers during snowstorms, damaging outages and with everyday questions about their bills from my home office. The true benefit is that I can be available to field these calls within a moment's notice, at all hours of the night during emergencies if needed, knowing that my only commute is to the other room.”

Job Description