Sr. Specialist - New CSS

Overview

We are seeking a highly skilled and motivated Senior Specialist to join our team under the general direction of the Manager or Section Manager. In this role, you will collaborate with contractors, business areas, and other CORE team resources to implement enhancements to the Customer Care & Billing (CC&B) system. You will provide analytical support, provide project management support and contribute to departmental goals This role is essential in ensuring the effective implementation of system improvements and maintaining the highest standards of customer service. If you are passionate about driving excellence and innovation in customer care, we invite you to join our dynamic team and make a significant impact.

Responsibilities

• Assist with planning and monitoring system enhancements while supporting the department through effective resource tracking. Develop and implement efficient solutions, continuously identify process improvements, and collaborate with stakeholders to communicate outcomes effectively.
• Make informed decisions by testing, reviewing, and implementing preventive measures. Key responsibilities include leading initiatives to improve customer satisfaction, engaging stakeholders to exceed expectations, and applying creative problemsolving skills.
• Assist in the tracking and monitoring of CC&B Enhancements and provide status updates to internal and external stakeholders
• Support project resource onboarding, logistics and tracking needs.
• Work with cross functional teams to support projects across the organization that require CC&B support
• Oversee system enhancement documentation updates
• Help develop and implement risk mitigation strategies for individual projects and the portfolio as a whole
• Track team resource availability across the portfolio of system enhancements and project support activities
• Assist in the CC&B Enhancement planning and implementation to meet critical business needs.
• Tracking of CC&B Enhancement value realization.
• Participates in the Companys emergency management processes and storm plan as required.
• Performs other related duties as assigned.
• Identify and implement process improvements to the teams project management process
• Coordinate with Application Development and Testing teams to track progress of CC&B enhancements

Qualifications

• Bachelor's Degree and 3 years related work experience or
• Associate's Degree and 4 years related work experience or
• High School Diploma/GED and 5 years related work experience

• Must have excellent oral and written communication skills to effectively interact with all levels of the organization, required.
• Computer literacy with proficiency in Windows environments and Microsoft Office (Word, Excel, Access, and PowerPoint), required.
• Must be well organized, detail oriented, and flexible to handle multiple assignments and deadlines, required.
• Must be able to work effectively with all company departments, various levels of management, and third-party vendors, required.
• Demonstrated ability to manage projects effectively, ensuring timely delivery and high-quality outcomes, required.
• Experience with Customer Service business processes is preferred.
• Project Management Certification or equivalent, preferred.
• Experience with projects that fall under the Companys Software Development Life Cycle process, preferred.
• Experience in developing project status reports and dashboards, preferred.

• Project Demonstrated project management skills
• Demonstrated time management and priority setting skills
• Demonstrated problem solving skills

• Driver's License Required
• Other: PMP, CAPM, or equivalent Preferred

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able and willing to travel as needed.
• Must be able to provide off hours support as required.