Oracle Utilities SME – C2M & CC&B

ASSYST • Laurel, MD

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About The Position

ASSYST is seeking a highly experienced Subject Matter Expert (SME) to provide technical leadership, change management, and training management support during the upgrade of the Customer to Meter (C2M) billing system from version 2.6 to 2.9. The SME will serve as the Customer Service Department (CSD) Lead throughout the implementation, working closely with business stakeholders, IT project teams, developers, and end users to ensure successful system adoption, effective training delivery, accurate documentation, and post-launch support.

Requirements

• Bachelor’s degree in Business, IT, Communications, or related field (Master’s preferred).
• 12+ years of experience in utility industry roles.
• Experience with Oracle Utilities implementations, including C2M and CC&B.
• Strong background in change management, training development, and stakeholder communication.

Nice To Haves

• Experience supporting AMI (Smart Metering), customer care, and billing systems preferred.

Responsibilities

• Lead customer service technology upgrades, including C2M, Customer Care & Billing (CC&B), and Utility Billing (CSIS/CC&B) systems.
• Partner with business and IT teams to manage system changes, business process updates, and user adoption.
• Design and facilitate User Acceptance Testing (UAT).
• Develop and deliver role-based training, including train-the-trainer sessions.
• Create and update business processes, SOPs, user guides, and training materials.
• Support deployment of a customer-facing portal integrated with C2M.
• Provide post-go-live support and ongoing training for future system updates.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level