Lead Analyst - CCS Business Support

Reporting to Supervisor, Business Support & Solutions

Location: Kirkwood, NY.

Work Type: Office

The base salary range for this position is dependent upon experience and location, ranging from $83,804 to $104,756

Job Summary

1. Enterprise wide responsibility for production support across 3
distinct and unique SAP IS-U/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

• Applies detailed SAP Industry Solutions – Utility (IS-U) / CCS
  Systems integration knowledge relating to the design, configuration, and
  testing of production resolutions and project enhancements within the 3
  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%)

• 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%)

• 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%)

• 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%)

• 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%)

• 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%)

• 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%)

• Ensures that effective change control, quality assurance procedures, and corrective actions are incorporated within the department operations. (5%)

Required Qualifications

• 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.

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

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables

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