Next Gen IT Inc
Next Gen IT Inc

Senior SME with oracle C2M

Remote • Posted 3 hours ago • Updated 3 hours ago
Full Time
No Travel Required
Remote
$100/hr
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Customer Care and Billing
  • Change Management
  • Oracle
  • PASS
  • Organizational Change Management
  • Training Management
  • C2M
  • Billing

Summary

Title: Subject Matter Expert – Senior woth oracle C2M
Work Arrangement: Remote
Exp: 15+yrs
 
Interview Process: Microsoft Teams
This is a senior-level SME supporting cleint Customer Service Department through its C2M upgrade from version 2.6 to 2.9. The biggest focus areas are Oracle Utilities/C2M experience, change management, training, business process transformation, UAT, and documentation.

IMPORTANT / MUST-HAVES

  • 12+ years of relevant industry experience in a utility environment
  • Strong Oracle Utilities implementation/upgrade experience
  • Hands-on experience with C2M and/or CC&B
  • Change Management + Training Management experience
  • Experience supporting large system implementations/upgrades
  • Ability to lead UAT, training, business process changes, and post-go-live support
  • Strong documentation experience: SOPs, user guides, training materials, quick-reference guides, etc.
  • Bachelor’s degree in Business, Communications, IT, or related field
  • Must be able to pass WSSC background requirements
  • Interviews will be conducted via Microsoft Teams

 

 PROJECT OVERVIEW

WSSC’s Customer Service Department is upgrading its Customer-to-Meter (C2M) billing platform from version 2.6 to version 2.9.

The Senior SME will serve as a lead for the Customer Service organization throughout the implementation and upgrade, supporting technologies including:

  • Oracle Customer-to-Meter (C2M)
  • Customer Care & Billing (CC&B)
  • Utility Billing / CSIS/CC&B
  • Customer-facing portal integrated with C2M

This person will work across Customer Service and IT with project managers, developers, SMEs, and end users. The consultant will help assess how system changes impact existing business processes, lead organizational change and training activities, develop documentation, support UAT, and help drive user adoption through and after go-live.

KEY RESPONSIBILITIES

  • Lead the Customer Service side of technology implementations and upgrades related to C2M, CC&B, and utility billing systems.
  • Develop and execute change-management and training strategies throughout the project.
  • Perform early-stage impact assessments to identify business process changes and stakeholder impacts.
  • Develop communications supporting organizational alignment and system adoption.
  • Design and deliver role-based training programs.
  • Develop comprehensive training plans covering:
    • Training requirements
    • Resources
    • Scheduling
    • End-user training strategy
  • Lead train-the-trainer sessions and support trainers delivering instruction across the organization.
  • Design and facilitate end-user training.
  • Design and facilitate User Acceptance Testing (UAT).
  • Create and update business processes supporting the upgraded environment.
  • Provide post-launch/go-live support.
  • Continue supporting training for subsequent system updates and releases.
  • Support deployment of a customer-facing portal integrated with C2M for:
    • Account information
    • Bill viewing
    • Usage monitoring
    • Payment functionality
  • Identify performance and knowledge gaps and develop targeted learning solutions.
  • Evaluate training outcomes and make improvements as needed.
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: 91134724
  • Position Id: 9123743
  • Posted 3 hours ago
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Hari Krishnan

Recruiter @ Next Gen IT Inc

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