9504 Sr IT Mgr

PSEG•Newark, NJ

18h•Hybrid

About The Position

The Senior Manager of IT provides leadership and organizational influence by defining long-term technology strategies and leading major system enhancements for Digital Customer and Contact Center technology products, in alignment with enterprise architecture and cybersecurity standards. The role oversees adoption of new technologies to maintain competitive advantage and improve a consistent customer experience, while ensuring alignment with corporate objectives. It is responsible for substantial budgets across multiple departments and strategic financial planning and technology investment to support business growth and sustainability. The position drives completion of Digital Customer programs, leads resolution of technical defects, and creates product roadmaps for Digital Customer applications and interfaces. It works with related business lines and outside vendors to define solutions, manage decisions, evaluate technology options, and develop and integrate products. The role also troubleshoots critical batch process failures, reports project and production support status, and documents component capabilities, changes, and test results. Scheduled remote work is allowed in conjunction with 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 apps, and voice channels.
At least 8 years of technical and Electric and Gas business functional experience developing and supporting IT systems such as SAP CRM, Salesforce, IVR, ACD, and integrations with 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 resolve issues efficiently.
At least 8 years of experience translating business outcomes, business requirements, and technical requirements into technical designs for new solutions or enhancements, following architectural standards and organizational policies.
Legal authority to work in the United States.

Responsibilities

Oversee adoption of new technologies to maintain competitive advantage and improve a consistent customer experience.
Ensure technology efforts align with corporate objectives, enterprise architecture, and cybersecurity standards.
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 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 Digital Customer solutions and manage decision-making.
Work with metering-system vendors, manage relationships, and help develop and integrate 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.