Req Title - Oracle CSS Upgrade Business Validation Triage Lead
Remote
A cross-functional operations leader who brings structure and clarity to large-scale system validation. Strong expertise across utility business processes enables you to connect the dots across financials, collections, field work, and customer operations. Known for a sharp analytical mindset, you spot patterns quickly, investigate discrepancies across domains, and translate findings into prioritized actions. A natural collaborator, you align teams, simplify complexity, and drive progress toward readiness and successful go-live.
The Work:
The Client is undertaking a large-scale migration from Oracle Customer Care and Billing (CC&B) to Oracle Utilities Customer Cloud Service (CCS), targeting a February 2027 go-live. As part of this program, Accenture is delivering Business Validation (BV) Testing services to validate that operational and business process outputs generated by the CCS Test system align with those produced by the CC&B 2.6 Test system. Business Validation scope includes daily comparison and variance analysis of General Ledger (GL) extracts, Credit and Collections lifecycle events, Field Activities, Letters, and ToDo transactions between CC&B and CCS. The Business Validation Triage Lead will be responsible for leading Tier 1 and Tier 2 variance analysis across all BV metric domains, performing structured triage of discrepancies identified through automated and manual comparison outputs, and translating variances into well-defined, actionable defects across testing cycles (Cycle 0, Cycle 1, and Cycle 2).
Own the daily triage cadence for all Business Validation metrics including GL, Credit and Collections, Field Activities, Letters, and ToDo comparisons across all testing cycles
Perform Tier 1 surface-level analysis to identify obvious discrepancies such as missing or extra GL entries, mismatched collection event statuses, unmatched field activity records, letter count differences, and ToDo type misalignments between CC&B and CCS
Perform Tier 2 intermediate analysis to investigate variances driven by data conversion gaps, status mapping discrepancies, batch timing differences, event sequencing mismatches, and configuration differences between CC&B and CCS
Lead daily review of BV metric outputs and comparison reports to identify trends, recurring patterns, and high-impact variance clusters across domains
Distinguish between expected environmental or timing-related differences and true defect-driven variances, and apply approved exclusions and classification logic
Formulate root cause hypotheses for data, mapping, and process-related variances and create structured defect records with supporting data, traceability, and recommended investigation paths
Work closely with Metrics Analysts to guide deep-dive investigation, validate findings, and ensure completeness of variance documentation
Collaborate with LADWP functional SMEs across GL, Credit and Collections, Field Operations, and Customer Service to validate variance explanations and obtain exclusion approvals
Coordinate with technical teams on data extraction, batch processing, and pipeline-related clarifications impacting BV metric outputs
Prepare Tier 3 defect packages with detailed extracts and supporting context to enable LADWP and OCS-led root cause analysis for system-level issues such as batch job sequencing errors, CCS configuration defects, upstream integration failures, and event processing logic gaps
Present variance summaries, domain-level trends, and triage insights to program leadership and business stakeholders
Support cycle-level readiness and sign-off by ensuring variance closure tracking, defect burn-down, and metric target attainment across each phase
Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements
What You Need:
Deep utility domain expertise with hands-on experience in Oracle Customer Care and Billing (CC&B) and Oracle Utilities Customer Cloud Service (CCS or C2M), specifically in areas beyond core billing
Strong understanding of General Ledger (GL) processing in utility billing systems, including GL extract generation, journal entry structures, accounting calendar alignment, financial transaction mapping between legacy and target systems, and reconciliation of GL output files between CC&B and CCS
Strong understanding of Credit and Collections processes including collection event lifecycle (creation, cancellation, completion), severance processing, write-off event management, debt classification, payment arrangement monitoring, and collection class and criteria configuration in CC&B and CCS
Strong understanding of Field Activities including batch-initiated field activity creation, completion, and cancellation workflows, field activity type mapping, service order to field activity linkage, dispatch integration points, and status alignment between CC&B and CCS
Strong understanding of Letters generation including batch letter triggering logic, letter template configuration, letter type mapping between CC&B and CCS, and count-level validation of letter volumes across systems
Strong understanding of ToDo management including ToDo type configuration, creation triggers, role-based assignment logic, ToDo message attributes, and status lifecycle tracking in CC&B and CCS
Solid understanding of the end-to-end CIS platform architecture including account and premise structures, service agreement hierarchies, person and account relationships, batch processing frameworks, and how operational events (collections, field activities, letters, ToDos) are triggered and managed within the billing lifecycle
Experience with variance analysis and defect triage in the context of parallel testing, operational readiness testing (ORT), or system migration programs, including the ability to analyze large-scale transactional data sets, distinguish between expected process differences and true defects, and document findings in a structured and reproducible manner
Understanding of batch processing dependencies and sequencing, including how nightly and cycle-end batch jobs generate GL extracts, trigger collection events, create field activities, produce letters, and generate ToDo records
Working proficiency in SQL for querying transactional data across GL, collections, field activities, letters, and ToDo tables, extracting records for investigation, and validating comparison results
Familiarity with data ingestion and processing architecture including Azure Blob Storage, Azure Data Factory (ADF), Azure SQL, and reporting tools such as Power BI for reviewing BV metrics dashboards and variance outputs
Experience with defect management tools such as JIRA or IBM Rational, including the ability to create well-structured defect tickets with clear descriptions, supporting evidence, severity classification, and recommended resolution paths
Experience leading triage teams or functional workstreams within large-scale CIS implementation or migration programs, with the ability to drive daily triage cadence, guide analysts, and coordinate across multiple functional domains simultaneously
Strong communication skills to present variance findings, domain-level insights, and triage progress clearly to both business stakeholders and technical audiences
Ability to manage multiple BV metric domains concurrently and prioritize investigation efforts based on business impact, defect severity, and cycle timeline constraints
Prior experience with utility-specific operational processes such as revenue protection, meter operations, customer service workflows, and financial close processes is preferred
Experience working in regulated utility environments, public sector programs, or multi-service line operations (electric and water) is preferred
Familiarity with upstream and downstream system integration points that impact GL, collections, field activities, letters, and ToDo outputs is a strong advantage
Bachelor’s Degree or equivalent (12 years) work experience (If an, Associate’s Degree with 6 years of work experience)
Bonus Points If:
Proficiency in Cloud technologies (Azure)
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