Lead Analyst - CCS Business Support

Iberdrola•Kirkwood, NY

1d•Onsite

About The Position

The Lead Analyst CCS - Business Support has enterprise-wide responsibility for production support across three distinct SAP IS-U/CCS systems throughout AVANGRID Networks operating companies. The role provides first-level production support to Customer Service business areas for SAP systems and related technical interfaces, including Web, IVR, and EDI transactions, through issue analysis, solution determination, testing, and implementation. The role leads technical initiatives through the Software Development Life Cycle (SDLC), from business requirements and technical design through development, test planning and execution, implementation, and post-implementation support. It collaborates across business product and process owners, IT departments, management, senior stakeholders, and third-party vendors. The position also provides technical leadership, guidance, and mentoring to analysts and business product owners. The work is based in an office in Kirkwood, NY, five days a week. The salary range is $87,600–$109,500, dependent on experience and location. Employees may be assigned a system emergency role and may need to work outside their regular schedule or job duties during a system emergency.

Requirements

Associate degree in Computer Science, Information Systems, or a related field and 8 to 10 years of relevant experience; alternatively, a high school diploma or GED and 10 to 15 years of advanced experience in this specific field.
Demonstrated experience with SAP IS-U/CCS Customer Care and Services utility system architecture.
Knowledge of the Software Development Life Cycle (SDLC).
Experience collaborating and leading across technical applications and business processes.
Strong knowledge of SAP functional areas including Billing and Invoicing, Front Office, Financial and Contract Accounting (FICA), Retail Access, and Device Management.
Technical experience pulling data from SAP Business Warehouse (BW), using SQL, and developing Microsoft Excel spreadsheets.
Strong verbal and written communication skills.
Self-motivated and results-oriented.
Ability to manage multiple concurrent assignments.
Strong attention to detail, analytical skills, and planning skills.
Strong interpersonal skills.
Strong and efficient leadership skills.

Nice To Haves

Bachelor’s degree in Computer Science, Information Systems, or a related field and 5 to 7 years of relevant experience.
Advanced competency in global view of the business, initiative, innovation and creativity, and customer focus.
Expert competency in communicating and influencing.
Advanced competency in teamwork.
Competent competency in achieving results and continuous improvements, flexibility and globalization, team management, and developing others.

Responsibilities

Apply SAP IS-U/CCS integration knowledge to design, configure, and test production resolutions and project enhancements across three SAP Customer Care and Services systems.
Collaborate with business organizations, vendors, and IT leads across Customer Service, GIS and Business Warehouse, Electric and Gas Operations, Web/Portal Applications, Compliance and Security, Networking, Infrastructure DBA, and Production Control.
Lead technical projects involving Billing and Invoicing, Front Office, Financial and Contract Accounting (FICA), Retail Access, and Device Management, including analysis, schedules, requirements and design documentation, test plans, testing, implementation, and post-implementation support.
Prepare cost and resource estimates for major projects and perform complex evaluations of in-house technical solutions and external vendors.
Prioritize, analyze, determine solutions for, test, and deploy application resolutions across AVANGRID Networks in New York, Maine, Connecticut, and Massachusetts.
Explain complex technical concepts and risks clearly to non-technical end users.
Provide technical leadership and guidance to Back Office Billing, Back Office Credit and Collections, Supplier Relations, Call Centers, Field Customer Service, Meter Services, and Corporate Cash Management.
Design and develop data analyses concerning production issues, project details, regulatory proceedings, and internal and external audits in collaboration with senior management and stakeholders.
Support timely meter data, accurate billing and invoicing, revenue collections, customer satisfaction and experience, compliance with regulatory impacts and deadlines, and review of public service commission orders.
Lead the team in developing, maintaining, and updating business requirements, technical designs, test plans, project timelines, test cases, test results, business process procedures, reference materials, and training materials.
Ensure effective change control, quality assurance procedures, and corrective actions are incorporated into department operations.