Technical Analyst, Customer and Field Services

Aquarion Water Company is the public water supply company for more than 750,000 people in 72 cities and towns throughout Connecticut, as well as serving customers in Massachusetts and New Hampshire. It is the largest investor-owned water utility in New England and among the seven largest in the U.S. Based in Bridgeport, CT, it has been in the public water supply business since 1857. Across its operations, Aquarion strives to act as a responsible steward of the environment and to assist the communities it serves in promoting sustainable practices. Aquarion Water Company is a wholly-owned subsidiary of Eversource.

Job Summary

The Technical Analyst reports directly to the Director of Customer Service and is responsible for supporting and analyzing technical procedures, workflows and reporting within Customer and Field Services.  This position will leverage current technologies and applications to identify opportunities for improving efficiencies and process optimization.

Principal Responsibilities

• Business owner of SAP Device Management module and all related workflows as they pertain to Meter Reading, Billing, Field Services, Inventory and Work Manager.  
• Responsible for documentation and reporting to state agencies on data associated with periodic meter testing program.
• Analyze and develop reports to optimize operational efficiencies and productivity and support department managers.  Fulfill reporting requests for information related to Device Management, Technical Master Data and Customer Data using BOBJ, SAP, SQVI, or other reporting tools.
• Review current operational procedures and workflows in SAP to identify areas of improvement where device management touches other processes in utility operations and customers services.  Work with other departments to determine areas of collaboration and share SAP workflow information data and reports.
• Develop and maintain interfaces between SAP and 3rd party applications (i.e., N_Sight Data Loggers, meter test benches, MX900-toughbook etc.).
• Research and stay current on new technologies (hardware and software) that may benefit Work Manger, meter read to cash workflow, SAP-EAM and Meter Testing,
• Act as a liaison between Utility Operations, Meter Reading, Customer Services, IT and other business units as it relates to Device Management.
• Business Lead for Utility ops and CS related to work manager ex. client agentry upgrades.
• Responsible for analyzing all technical master data for new acquisitions ensuring data is properly migrated into SAP through configuration and mapping.

Principal Responsibilities Continued

• Business & Technical Lead on Business Council. Communicate new business policies and processes.
• Functional subject matter expert in device management, technical master data, SD and EAM configuration and functionality.
• Perform backup duties for meter read processing when needed.
• Responsible for EAM Enhancements, Configuration and Troubleshooting
• Manage factory calendar for all states and MRU’s and extending meter reading schedules.
• Providing reports based on meter size to ensure correct billing.

Preferred Requirements

• Four to six years of relevant experience in planning, operations management, process improvement is required.
• Knowledge related to water service and utility operations is preferred.
• SAP experience is preferred.   Excellent communications (both written and oral), customer-service, troubleshooting, creative problem-solving skills, analytical, and organizational skills are required. 
• Must also be able to manage multiple tasks simultaneously, prioritize, and meet commitments. 
• Strong understanding of the organization’s goals and objectives will be needed as well as the ability to work independently as well as with work groups.
• PROBLEM SOLVING: (Situations are identical; similar; differing; variable; non-recurring). Situations and circumstances can be variable related to trouble shooting and acquisition related work.  Much of the support for on-going operations is recurring.   Mature, independent judgment is required.  Technical problems require independent judgement and the ability with a focus on the impact to operations, customers, and finan