Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:
1. Enterprise wide responsibility for production support across three distinct and unique SAP Industry Solutions / Utility (IS-U) / Customer Care and Servics (CCS) Systems throughout the operating companies at AVANGRID Networks.
2. First level production support to all AVANGRID Networks functional business areas relating to Customer Service SAP systems and related technical interfaces such Web, IVR, and EDI transactions; involving trouble analysis, solution determination, testing, and implementations.
3. Project leadership for technical initiatives and managing them through the Software Development Life Cycle (SDLC) phases of Business Requirements, Technical Design, Development, Test Writing, Testing, Implementation, and post Implementation Support.
4. Collaboration and facilitation across the enterprise between business product owners, business process owners, IT departments, Management, Senior Management stake holders (internal and external), and 3rd party vendors for Customer Service SAP systems and related applications.
5. Provides technical leadership guidance and mentoring to analysts within a highly skilled department as well as all other business product owners.
Key Responsibilities
1. Applies detailed SAP Industry Solutions - Utility (IS-U) / Customer Care and Services (CCS) Systems integration knowledge relating to the design, configuration, and testing of production resolutions and project enhancements within the three SAP Customer Care and Services Systems throughout AVANGRID Networks. Collaborates with business organizations, vendors, and IT Leads throughout AVANGRID including: Customer Service, GIS & Business Warehouse, Electric & Gas Operations, Web/Portal Applications, Compliancy & Security, Networking, Infrastructure DBA, and Production Control. (25%)
2. Leads the development of technical projects in the areas of: Billing and Invoicing, Front Office, Financial and Contract Accounting (FICA), Retail Access, and Device Management. Such projects relate to functionality enhancements in the areas of: Customer Relationship & Billing Systems (i.e. Smart Care), Advanced Meter Infrastructure Systems, Siemens/OMS Systems, Customer Rate Cases, ESCO Regulatory Orders, Accelerated Web enhancements, and IVR Upgrades. This effort includes analysis, project schedule, requirements /design documentation, test plans, testing, test results documentation, implementation, and post implementation support tasks of a project. Including cost and resource estimates for major projects, along with complex calculations for the selection and evaluation of in-house technical solutions and external vendors. (25%)
3. Utilizes extensive business and technical expertise across the enterprise (NY, ME, CT/MA) in the prioritization, analysis, innovative solution determination, testing, and efficient deployment of AVANGRID Networks application resolutions. Provides explanations of complex concepts and risks both simply and accurately to non-technical end-users. (20%)
4. Provides direct technical leadership and guidance to key business areas such as: Back Office Billing, Back Office Credit & Collections, Supplier Relations, Call Centers, Field Customer Service, Meter Services, and Corporate Cash Management; in their decision making, process improvement initiatives, and in support of their efficient business operations. (10%)
5. In collaboration with senior management and stakeholders; designs and develops accurate data analyses regarding production issues, project supporting details, regulatory proceedings, and internal/external audits. (5%)
6. Ensures timely meter data, billing/invoicing accuracy, revenue collections, improving customer satisfaction levels, improving the customer experience, adherence to regulatory impacts/deadlines, and the review of public service commission orders. (5%)
7. Leads team in developing, maintaining, and updating standard documentation including business requirements, technical designs, test plans, project timelines, test cases, test results, business process procedures, reference and training materials. (5%)
8. Ensures that effective change control, quality assurance procedures, and corrective actions are incorporated within the department operations. (5%)
Required Qualifications
Education & Experience Required:
• Bachelor's Degree in Computer Science, Information Systems, or related field with a minimum of 5 to 7 years relevant experience preferred.
Associates Degree in Computer Science, Information Systems, or related field with a minimum of 8 to 10 years relevant experience required.
High School/GED with a minimum of 10 to 15 years advanced experience in this specific field.
• Requires demonstrated experience with SAP IS-U/CCS (Customer Care and Services) Utility System Architecture, Software Development Life Cycle (SDLC) knowledge, and collaborating leadership skills with technical applications and business processes.
Preferred Qualifications
• Strong knowledge of SAP including but not limited to the functional areas of: Billing and Invoicing, Front Office, Financial and Contract Accounting (FICA), Retail Access, and Device Management. • Technical experience in areas such as: SAP Business Warehouse (BW) data pulling, using Structured Query Language (SQL), and developing Microsoft Excel spreadsheets. • Strong verbal and written communication skills. • Self-motivated and results oriented. • Ability to manage multiple concurrent assignments. • Strong detailed orientation, analytical, and planning skills. • Strong interpersonal skills. • Strong and efficient leadership skills.
Competencies (this is standard for all jobs)
Growth & Continuous Improvement
Initiative & Change
Focused on Results
Customer Centric (internal and/or External)
Communication
Collaboration
Leadership (people managers/leaders)
Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com
