Subject Matter Expert – Senior (Customer Service Department)/Change Management (Visa independent candidate only)
Hybrid in Laurel, MD, US • Posted 1 day ago • Updated 1 day agoContract W2
Contract Independent
No Travel Required
Hybrid
Depends on Experience
Fitment
Dice Job Match Score™
⏳ Almost there, hang tight...
Job Details
Skills
- Customer Facing
- Change Management
- Collaboration
- Communication
- Billing
- Business Communications
- Business Process
- Customer Service
- Customization
- Documentation
- Continuous Improvement
- Impact Analysis
- Information Technology
- Management
- Mentorship
- Oracle
- Customer Care and Billing
- E-learning
- End-user Training
- Organizational Change Management
- Partnership
- Project Implementation
- Training Management
- Web Portals
- Standard Operating Procedure
- Training
- User Guides
Summary
Job Title:- Subject Matter Expert – Senior (Customer Service Department)/Change Management
Location:- Sweitzer Lane, Laurel, MD (Hybrid)
Duration:- 1yr
Job Description
Duties / Responsibilities
- Leads the implementation and upgrade of all Customer Service technology, including Customer-to-Meter (C2M), Customer Care and Billing (CC&B), and Utility Billing software (CSIS/CC&B) system, particularly as it applies to redesigned business processes, training, and change management.
- Develops and orchestrates change management and training methodologies in partnership with the Customer Service Department stakeholders throughout project implementation.
- Conducts early-phase impact analyses to assess business process changes affecting key stakeholders and develops communication strategies to support organizational alignment. Designs and delivers role-based training programs to ensure system proficiency and creates. comprehensive training plans that identify needs, allocate resources, and optimize end-user training schedules.
- Develops a comprehensive training plan that outlines requirements and resources and determines the best timing for end-user training.
- Conducts train-the-trainer sessions to certify trainers for end-user instruction, offers support in customizing and delivering training across the organization, and designs and facilitates comprehensive training programs.
- Updates and creates business processes to support seamless system adoption, provides post- launch support for the initial implementation, and continues to deliver training and support for subsequent CCS updates and releases.
- Oversees the deployment of a customer-facing portal integrated with C2M that gives users access to account information, bill viewing, usage monitoring, and payment options.
- Develops and implements training programs focused on organizational change management. Key responsibilities included crafting and managing communications for both internal and external stakeholders, as well as leading the design and delivery of comprehensive training initiatives. Identifies performance gaps, designs strategic learning interventions, and evaluates outcomes to ensure continuous improvement.
- Creates documentation, including standard operating procedures, quick reference guides, user guides, training manuals, brochures, after-action reports, and instructional videos.
Preferred Experience, Qualifications, and Knowledge/Skills
Education
- Bachelor’s degree in business, Communication, Information Technology, or related field. A master’s degree or PhD is preferred.
General Experience
- At least twelve (12) years of direct industry experience in the functional areas related to the subject matter specialty. discipline in utility settings.
Specialized Experience
- Experience in change management and training management for Oracle Utility implementations, integration with C2M and Customer Care & Billing, and related utility systems.
- Proven experience in coordinating and delivering training programs, mentoring staff, and implementing e-learning solutions.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 90859492
- Position Id: 8895736
- Posted 1 day ago
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