Role: Oracle Utilities C2M / CC&B SME
Duration: 1 year +
Location: Remote
PROJECT OVERVIEW
Client 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.
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.
- Interviews will be conducted via Microsoft Teams.
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.
DOCUMENTATION RESPONSIBILITIES
Candidate should have experience developing:
- Standard Operating Procedures (SOPs)
- Quick Reference Guides
- User Guides
- Technical/User Documentation
- Training Manuals
- Brochures
- After-Action Reports
- Instructional Videos
- Business process documentation
REQUIRED / PREFERRED EXPERIENCE
Education:
- Bachelor’s degree in Business, Communications, Information Technology, or related field
- Master’s degree or PhD preferred
General Experience:
- Minimum 12 years of direct industry experience related to the SME discipline
- Utility industry experience strongly required based on the task order
Specialized Experience:
- Oracle Utilities implementation experience
- C2M experience
- CC&B experience
- Utility billing system experience
- Change Management
- Training Management
- Organizational Change Management
- UAT
- Business Process Transformation
- Training program design and delivery
- Train-the-trainer programs
- Staff mentoring
- E-learning solutions
- Technical and end-user documentation
- Post-go-live support
Regards,
Nick Arthur (Nizam)
Associate Director, Recruitment
Pull Skill Technologies Inc.
Direct: +1 551-272-o197
