9504 Sr IT Mgr

PSEG•Newark, NJ

2d•$137,000 - $224,400•Hybrid

About The Position

The Senior Manager of IT defines long-term technology strategies and leads major system enhancements for Digital Customer and Contact Center technology products, following enterprise architecture and cybersecurity standards. The role oversees adoption of new technologies to maintain competitive advantage and improve the consistency of the customer experience. It is accountable for substantial budgets across multiple departments, strategic financial planning, and long-term technology investments aligned with corporate objectives. The position drives Digital Customer programs and product roadmaps, leads resolution of technical defects, and works with business partners and vendors to define, evaluate, develop, and integrate solutions. It also oversees critical batch-process troubleshooting, reports project and production-support status to stakeholders, and documents system capabilities, changes, and test results. The role is hybrid, with scheduled remote work permitted alongside required in-office days in Newark, New Jersey.

Requirements

Bachelor’s degree in Computer Science or a related field.
At least 8 years of experience in the job offered or a related role.
At least 6 years of experience in Digital Customer technologies, including websites, mobile applications, and voice channels.
At least 8 years of extensive technical and Electric and Gas business functional experience developing and supporting IT systems such as SAP CRM, Salesforce, IVR, and ACD, including integration with systems such as CGI products and Outage Management System.
At least 6 years of experience working with system monitoring tools and commands such as Service-Now, Site24x7, and Maestro, and building native scripts within technology products such as SiteCore and SAP to support efficient issue resolution.
At least 8 years of demonstrated experience translating business outcomes, business requirements, and technical requirements into technical designs for new solutions or enhancements, while following architectural standards and organizational policies.
Legal authority to work in the United States.

Responsibilities

Define long-term technology strategies and lead major system enhancements for Digital Customer and Contact Center technology products, following enterprise architecture and cybersecurity standards.
Oversee adoption of new technologies to maintain competitive advantage and improve the consistency of customer experience.
Align technology work with corporate objectives and manage substantial budgets across multiple departments, including strategic financial planning and long-term technology investments.
Drive completion of all Digital Customer-related programs.
Lead resolution of technical defects in the Digital Customer space.
Create product roadmaps for Digital Customer-related applications and interfaces.
Partner with representatives from Customer Care, Electric Distribution, Gas Distribution, Energy Settlement, Solar, Customer Technology, Collections, Outage Management, and Revenue Integrity to define solutions and manage decision-making toward enterprise goals.
Work with metering-system vendors, manage relationships, and help develop and integrate new products and solutions.
Evaluate existing technology solutions for fit with new requirements and recommend alternatives.
Troubleshoot and promptly resolve critical batch-process failures.
Report project and production-support status to stakeholders.
Document capabilities, changes to new or existing components, and associated test results.