Robotic Process Automation - UiPath Subject Matter Expert

Job Title:   Robotic Process Automation - UiPath Subject Matter Expert

Location:   Laurel, MD (100% Remote)

Duration:  Long Term contract

Role Summary

Subject Matter Expert to provide technical, change management, and training management leadership during the Customer to Meter (C2M) Upgrade implementation. Duties include, but are not limited to, designing and facilitating User acceptance Testing, developing and delivering stakeholder training, creating and updating processes, and developing and writing user and technical documentation. The consultant will also provide post-launch support after the initial

implementation phase.

Job Description:

The Senior Subject Matter Expert will lead the implementation and upgrade of Customer Service technology platforms, including Customer-to-Meter (C2M), Customer Care & Billing (CC&B), and Utility Billing systems. This role is responsible for driving business process transformation, change management, and training initiatives to ensure successful system adoption, operational readiness, and long-term user proficiency.

Key Responsibilities

• Lead the implementation and upgrade of Customer Service technology platforms, including C2M, CC&B, and Utility Billing systems.
• Partner with Customer Service and IT stakeholders to align system functionality with redesigned business processes.
• Develop and execute comprehensive change management strategies to support organizational adoption.
• Conduct early-phase impact assessments to identify business process changes and stakeholder impacts.
• Design and deliver role-based training programs to ensure end-user system proficiency.
• Develop comprehensive training plans outlining requirements, resources, timelines, and delivery methods.
• Conduct train-the-trainer sessions to certify internal trainers and support organization-wide training delivery.
• Update and create business process documentation to support seamless system adoption.
• Provide post-launch support for initial implementations and ongoing training for future system updates and releases.
• Oversee deployment of customer-facing portals integrated with C2M, including account access, billing, usage monitoring, and payment functionality.
• Develop and manage internal and external communications related to organizational change initiatives.
• Identify performance gaps and design targeted learning interventions to drive continuous improvement.
• Create and maintain documentation, including:
• Standard Operating Procedures (SOPs)
• User guides and quick reference materials
• Training manuals and instructional content
• After-action reports and instructional videos

Required Qualifications

Education

• Bachelor’s degree in Business, Communications, Information Technology, or a related field
• Master’s degree or PhD preferred

General Experience

• Minimum of 12 years of direct industry experience in utility-related functional areas aligned with the subject matter specialty

Specialized Experience

• Proven experience in change management and training leadership for Oracle Utility implementations
• Hands-on experience with:
• Customer-to-Meter (C2M)
• Customer Care & Billing (CC&B)
• Utility Billing systems
• Demonstrated success in coordinating and delivering training programs, mentoring staff, and implementing e-learning solutions
• Experience leading cross-functional initiatives to improve customer service performance, including AMI (Smart Metering), Customer Care, and Billing systems

Skills & Competencies

• Organizational Change Management
• Instructional Design
• Leadership and Team Building
• Stakeholder Communications

Best Regards,

Ashish Singh

Truehire Staffing,

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