Consultant, Business Change Support (Hybrid Schedule)

Eversource Energy•Berlin, CT

10d•Hybrid

About The Position

The Consultant, Business Change Support is responsible for supporting Customer Care with planning, developing, and implementing technical solutions. This role is part of the Business Change Support team, which ensures the smooth, defect-free, and timely delivery of Customer Group projects and enhancements. The team also provides support and communication for resolving system issues. The Consultant will assist with the implementation and delivery of resolutions for system support and enhancement capabilities for current backend systems, directly impacting critical business goals such as company targets and customer satisfaction. This role requires some direction and involves assisting with the implementation and delivery of resolutions for system support and enhancement capabilities.

Requirements

Experience in identifying and documenting business needs and understanding quality tactics for Eversource releases working interactively and effectively with technical resources
Foundational knowledge of rates, billing, metering and data files
Demonstrated aptitude for IT systems and databases
Customer-first orientation and strong passion for delivering quality tools, information and content in service to consumer needs
Must possess initiative to think several steps ahead in and anticipate needs of customers and employees
Be comfortable bringing new ideas to the team that align with Eversource, growth and vision
Desire to work collaboratively and experienced in driving projects to completion
Bachelors degree or equivalent experience in business / utility experience in related discipline is required
Three (3) to five (5) years related work experience preferably working with IT systems, analytical models, or project management

Responsibilities

Supports system capabilities to deliver enhancements and bug fixes
Assist with development of technical specifications, test plans and implementation plans for system/processes and projects
Responsible for the support of lower system test regions
Reviews and provides recommendations regarding design and development changes or upgrades related to regulatory requests, rate changes and business requests
Contributes to the assessment and improvements to systems, procedures and computer applications related to Customer Care Operations
Develops and runs data requests from existing systems, data marts and data warehouses
Collaborates with IT and business partners to enhance IT systems in order to make business practices more efficient and economical
Supports the development process and product lifecycle by developing User Acceptance Test strategies and participating in the User Acceptance Testing, including bill messages
Supports both the business and technical understanding of the customer experience, back-end technologies/capabilities and business operations
Provides assistance to various Customer Care training functions for developing instruction/training
Works collaboratively with business and all support partners to drive cross-functional alignment
Handles miscellaneous requests as needed (i.e. security requests)
Must be available to work emergency restoration assignment as required.
Must be available to travel between MA/CT/NH as necessary.
Must be able to work off hours.