Sr. Specialist - New CSS

Overview

Responsibilities

• This role focuses on fostering a proactive, customer-centric culture, building trust, and improving stakeholder value. The ideal candidate will: Proactively identify and analyze problems. Develop and implement effective solutions. Continuously seek process improvements and enhancements. Collaborate with stakeholders and communicate solutions. Make informed decisions, test, review, and implement preventive measures. Key responsibilities include driving initiatives to enhance customer satisfaction, engaging with stakeholders to exceed their expectations, and creatively solving problems.
• Responsible for ensuring all Customer Service Procedures and Regulatory requirements for New York and New Jersey are adhered to.
• Responsible, either directly or through assigned resources, for testing and sign-off upon turnover of completed CC&B changes and enhancements.
• We are looking for a meticulous and dedicated individual to support the design, testing, and approval of changes and enhancements to our Customer Care and Billing (CC&B) system. Responsibilities include reviewing Business Process Documents, Functional Specification Documents, and Test Case documentation. This role ensures all modifications meet our high standards of quality and functionality before implementation.
• We are looking for a dedicated individual to facilitate communication and coordination between business stakeholders and project teams. Responsibilities include gathering and documenting requirements, ensuring clear communication, coordinating with departments, monitoring progress, reporting status, and ensuring quality assurance. The ideal candidate will track various work items including change requests, provide updates, address issues, and collect feedback post-deployment to ensure stakeholder satisfaction and continuous improvement.
• Work closely with the Auditing and Sarbanes-Oxley (SOX) teams to thoroughly assess and enhance system processes, ensuring compliance and operational efficiency.
• Responsible for collaborating with colleagues and stakeholders including vendor resources, internal resources, business areas, and Quality Assurance to stay current on functional solutions and approaches for the Customer Care and Billing (CC&B) system.
• Assist stakeholders in preparing Process Change Request documentation and provide business case data and analysis for proposed system changes.
• Responsible for meeting with Customer Care and Billing (CC&B) system Section Managers and Managers to inform them of the status of requested system changes and enhancements. Responsible for updating Customer Care and Billing (CC&B) Section Managers and Managers on the status of requested system changes and enhancements.
• Participates in the Companys emergency management processes and storm plans as required.
• Participate in issue triage and provide inputs that can aid in effective solution identification.
• Oversee user account creation, maintenance, and, ensuring appropriate access levels and security protocols are maintained.
• Design and execute comprehensive communication plans to ensure stakeholders are consistently updated on system modifications, new enhancements, and industry best practices.
• Performs other related duties as assigned.

Qualifications

• Bachelor's Degree and 3 years related work experience or
• Associate's Degree and 4 years related work experience or
• High School Diploma/GED and 5 years related work experience

• Related work experience must include experience in at least one of the following functional areas: Customer Accounting, Customer Operations, Support Operations, Customer Meter Operations, Regulatory/Compliance, engineering or a related organization. Required
• Must have excellent oral and written communication skills to effectively interact with all levels of the organization. Required
• Computer literacy with proficiency in Windows environments and Microsoft Office (Word, Excel, Access, and PowerPoint). Required
• Must be well organized, detail oriented and flexible to handle multiple assignments and deadlines. Required
• Must be able to work effectively with all company departments, various levels of management and third party vendors. Required
• Must be able to organize and plan workloads for projects and employees. Required
• Strong Analytical Skills: Required, with a plus for experience in analyzing data from systems like Power BI Publisher and SQL Developer. Required
• Must have experience in technical writing and experience in developing systems specifications. Required
• Experience with Customer Service processes is preferred. Preferred
• Experience in Communication Management or Quality Assurance preferred. Preferred

• Driver's License Required

• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
• Must be able and willing to travel as needed.
• Must be able to provide off hours support as required.