Benchmarking and Metrics Analyst, Progression

Title: Benchmarking and Metrics Analyst, Progression
Company: Tampa Electric Company
Location: Midtown East Tower
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days

Hiring Manager: Dali Uresti

Recruiter: Mark E Koener

TITLE: Benchmarking and Metrics Analyst Progression

PERFORMANCE COACH: Manager Desktop Support
COMPANY: TECO Services, Inc.
DEPARTMENT: Information Technology & Telecommunications

Note: this position can be hired at any level within the job progression, based on education and years of experience.

POSITION CONCEPT
Under general supervision, acts as the point of contact for and facilitates all performance management activities and processes, including data collection/benchmarking, metrics analysis/reporting, and other information exchange/communication activities for the TSI IT&T Department (benchmark activities are conducted according to industry standards and accepted methodologies). Analyst is primarily responsible for gathering, submitting, maintaining, and analyzing data and the resulting metrics, working with SMEs (both within/outside of IT&T and within/outside of TSI) and the management team as needed.

LEVEL 1: Benchmarking and Metrics Analyst I
Responsible for supporting the performance management activities and processes, including data collection/benchmarking, metrics analysis/reporting, and other information exchange/communication activities for the TSI IT&T Department.

PRIMARY DUTIES AND RESPONSIBILITIES

1. Data Collection/Benchmarking (25%)
a. Assists IT&T's data collection/benchmarking activities by supporting internal project plans (sending meeting notices, scheduling rooms, sending reminders, making copies, etc.).
b. Under guidance, may assist with data gathering (e.g., working with SMEs to gather data, uploading/documenting the data as needed, taking responsibility for one of the areas of study, etc.).

2. Metrics Analysis/Reporting (25%)
a. Assists with metrics analysis and reporting activities by maintaining the metrics library/other repositories.
b. Under guidance, may send reminders, ask questions, or complete other follow up activities with SMEs.
c. Updates digital signage (TECO TV and PMTV) as required.

3. Information Exchange/Communication (25%)
a. Follows internal company processes for responding to and sending out surveys or other requests for information.
b. Under guidance, may assist with working with SMEs to create surveys or other requests.
c. Supports SME participation in information exchange activities (sending meeting notices, scheduling conference rooms, sending reminders, making copies, etc.).
d. Under guidance, may take full responsibility for and participate in calls, including preparation and follow up activities.

e. Under guidance, may support technology training communication activities (e.g., researching/drafting articles for Insight, monitoring dashboards or other tools, responding to questions, etc.).

4. Other Activities (25%)
a. Acts as backup for attending core team calls, readout calls, etc.
b. Represents and markets the activities, processes, and studies within IT&T.
c. Supports other departmental activities as needed, including but not limited to technical writing, compliance, research requests, Service Desk support, etc.

QUALIFICATIONS

Education

Required: Associate's Degree with a minimum of two (2) years experience in an information technology or utility business; a valid high school diploma or GED
with a minimum of four (4) years experience in an information technology or
utility business may be considered in lieu of a 2-year degree.

Preferred: Two (2) years of cross-disciplinary IT&T or financial experience strongly preferred. Four (4)-year degree in Computer Science, Information Systems, or related information technology discipline preferred.

Licenses/Certifications

Required: Expected to obtain ITIL certification within 6 months of employment in this position.

Preferred: Current ITIL certification.

Experience

Related Experience

Required: Minimum of 2 years of work experience related to the duties and responsibilities of this position is required. Related experience consists of
activities involving finance or audit.

Preferred: TECO utility experience related to the duties and responsibilities of this position consisting of activities involving finance or audit.

Knowledge/Skills/Abilities (KSA)

Required: Proficient skills with Microsoft Office Suite (including Word, PowerPoint, and Excel). Excellent communication skills for working with SMEs (inside and
outside the company) and all levels of employees throughout the company.
Good organizational skills and attention to detail. Proficient knowledge of the organization, along with a broad knowledge of technology.

Preferred: Knowledge of SharePoint document management.

WORKING CONDITIONS
Work is performed in a normal office environment; however, working occasional extended hours and/or weekends are required.

LEVEL 2: Benchmarking and Metrics Analyst II
In addition to the duties & responsibilities of the Benchmarking and Metrics Analyst I, responsible for developing and implementing the performance management activities and processes, including data collection/benchmarking, metrics analysis/reporting, and other information exchange/communication activities for the TSI IT&T Department.

PRIMARY DUTIES AND RESPONSIBILITIES

1. Data Collection/Benchmarking (25%)
a. Plans, coordinates, and monitors all activities associated with IT&T's data collection/benchmarking efforts. Creates and manages internal project plans that ensure all data is gathered accurately and submitted on time.
b. Works with management to identify appropriate SMEs to assign to each area of study. Interprets the process and works with SMEs to ensure an understanding of that process. Ensures an appropriate level of participation.
c. Ensures data is collected for each area of study, uploading/ documenting the data as needed.
d. Attends read-out calls/meetings as needed to participate in peer quality reviews, responds to questions regarding data accuracy, identifies missing information, and validates results.
e. Conducts results analyses at the request of the CIO and senior management team, working with internal SMEs to communicate benchmark findings.
f. Maintains internal files and libraries, containing previous benchmarking results, internal analyses and reports, etc.

2. Metrics Analysis/Reporting (25%)
a. Produces dashboards and other metrics reports as directed by management, working with SMEs to gather and validate the data.

3. Information Exchange/Communication (25%)
a. Implements and maintains the internal company processes for responding to and sending out surveys or other requests for information; reports on survey/request statistics, recruits SMEs from outside of IT&T.
b. Ensures the internal company processes for responding to and sending out surveys or other requests for information are followed and that responses are returned on time, escalating when necessary.
c. Identifies SMEs to lead and/or participate in information exchange activities (best practice discussions, requests for information, etc.), ensures these occur within the proper timeframe, and participates in the call.
d. Supports technology training communication activities (e.g., researching/drafting articles for Insight, monitoring dashboards or other tools, responding to questions, etc.).

4. Other Activities (25%)
a. Participates in scheduled core team conference calls and completes all ad hoc action items/assignments in a timely and accurate manner.
b. Represents and markets the activities, processes, and studies within IT&T and TSI.
c. Actively participates on project/program subteams as required.
d. Supports other departmental activities as needed, including but not limited to technical writing, compliance, research requests, Service Desk support, etc.

QUALIFICATIONS

Education

Required: Bachelor's Degree in Computer Science, Information Systems, or a related field with a minimum of three (3) years of experience in an information technology, audit, or utility business. An Associate's Degree with a minimum five (5) years experience in an information technology, audit, or utility business or a valid high school diploma or GED with a minimum of six (6) years experience in an information technology, audit, or utility business may be considered in lieu of a 4-year degree.

Preferred: Two (2) years of cross-disciplinary IT&T or financial experience strongly preferred.

Licenses/Certifications

Required: Expected to obtain ITIL certification within 6 months of employment in this position.

Preferred: Current ITIL certification.

Experience

Direct Experience

Required: Minimum of 2 years of direct work experience performing the duties and responsibilities of this position is required. Must be knowledgeable of IT&T
processes and procedures.

Preferred: Internal candidate preferred.

Related Experience

Required: Minimum of 3 years of work experience related to the duties and responsibilities of this position is required. Related experience consists of
project management activities.

Preferred: Internal candidate preferred. Minimum of 3 years of work experience related to the duties and responsibilities of this position is required. Related
experience consists of IT&T financial and/or audit activities, etc.

Knowledge/Skills/Abilities (KSA)

Required: Proficient skills with Microsoft Office Suite (including Word, PowerPoint, and Excel). Excellent communication skills for working with SMEs (inside and outside the company) and all levels of employees throughout the company (including the CIO). Good organizational skills and attention to detail.
Cross-disciplinary IT&T and company knowledge and understanding of IT&T benchmarking frameworks. Proficient project management skills and ability to
adapt to changing work assignments and emergent issues. Proficient strategic
thinking/analytical skills.

Preferred: Knowledge of SharePoint document management and a financial acumen is preferred.

WORKING CONDITIONS
Work is performed in a normal office environment; however, working occasional extended hours and/or weekends are required.

LEVEL 3: Benchmarking and Metrics Analyst III
In addition to the duties & responsibilities of a Benchmarking and Metrics Analyst II, responsible for developing and implementing the performance management activities and processes, including data collection/benchmarking, metrics analysis/reporting, and other information exchange/communication activities for the TSI IT&T Department.

PRIMARY DUTIES AND RESPONSIBILITIES

1. Data Collection/Benchmarking (25%)
a. Completes the financial and FTE allocations for all areas of study, then works with SMEs to finalize.
b. Acts as Business Metrics tower SME. Responsible for gathering corporate level data for trending analysis, review, and peer review/validation.
c. Communicates directly with the CIO and senior management, keeping them informed and involved with the data collection/ benchmarking processes and progress.
d. Proactively conducts data analysis for the CIO and senior management team. Proposes recommendations to IT management.

2. Metrics Analysis/Reporting (25%)
a. Produces dashboards and other metrics reports, working with management to identify the data points reported, and working with SMEs to gather, analyze, and validate the data.
b. Identifies additional areas/processes for potential metrics reporting.

3. Information Exchange/Communication (25%)
a. Develops the internal company processes for responding to and sending out surveys or other requests for information; reports on survey/request statistics, recruits SMEs from outside of IT&T and TSI.
b. Develops and implements internal plans for technology training communications and other information exchange opportunities.

4. Other Activities (25%)
a. Develops and implements a plan to represent and market the activities, processes, and studies within IT&T and TSI.
b. Establishes and implements an internal continuity plan for study core team support.
c. Acts as liaison between IT&T's various UNITE groups.
d. Communicates directly with the CIO, keeping the CIO informed, involved, and prepared for CIO meetings.
e. Serves in additional capacities within the UNITE core team (e.g., team lead for one of the subteams, core team liaison for the strategy team).
f. Escalates concerns and communicates openly with the UNITE external program manager.
g. Supports other departmental activities as needed, including but not limited to technical writing, compliance, research requests, Service Desk support, etc.

QUALIFICATIONS

Education

Required: Bachelor's Degree in Computer Science, Information Systems, or a related field with a
minimum of four (4) years of experience in an information technology, audit, or utility business. An Associate's Degree with a minimum five (5) years experience in an information technology, audit, or utility business or a valid high school diploma or GED with a minimum of seven (7) years experience in an information technology, audit, or utility business may be considered in lieu of a 4-year degree.

Preferred: Three (3) years of cross-disciplinary IT&T or financial experience strongly preferred.

Licenses/Certifications

Required: Expected to obtain ITIL certification within 6 months of employment in this position.

Preferred: Current ITIL certification.

Experience

Direct Experience

Required: Minimum of 4 years of direct work experience performing the duties and
responsibilities of this position is required. Must be proficient in IT&T processes and
procedures.

Preferred: Internal candidate preferred.

Related Experience

Required: Minimum of 5 years of work experience related to the duties and responsibilities
of this position is required. Related experience consists of project management,
IT&T financial, and/or audit activities, etc.

Preferred: Internal candidate preferred. Minimum of 5 years of work experience related to the
duties and responsibilities of this position is required. Related experience consists of
activities involving strategic thinking skills and analysis.

Knowledge/Skills/Abilities (KSA)

Required: Proficient skills with Microsoft Office Suite (including Word, PowerPoint, and Excel).
Excellent communication skills for working with SMEs (inside and outside the
company) and all levels of employees throughout the company (including the CIO).
Good organizational skills and attention to detail. Cross-disciplinary IT&T and
company knowledge and understanding of IT&T benchmarking frameworks.
Proficient project management skills and ability to adapt to changing work
assignments and emergent issues. Proficient strategic thinking/analytical skills.
Proficient skills for working with and leading teams.

Preferred: Knowledge of SharePoint document management. Knowledge of
bookkeeping/accounting industry practices

WORKING CONDITIONS
Work is performed in a normal office environment; however, working occasional extended hours and/or weekends are required.

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!