Lead Analyst - CCS Business Support

The base salary range for this position is dependent upon experience and location, ranging from $83,804 to $115,232

Job Summary

Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:

• Enterprise-wide responsibility for production support across 3 distinct and unique SAP IS-U/CCS Systems throughout the operating companies at AVANGRID Networks.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Ensures that effective change control, quality assurance procedures, and corrective actions are incorporated within the department operations.

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; or Associates Degree in Computer Science, Information Systems, or related field with a minimum of 8 to 10 years relevant experience; or High School/GED with a minimum of 10 to 15 years advanced experience in this specific field required.
• Requir