The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a “contract” between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the CEO/General Manager.

SUMMARY: 

The Program Manager, SAP collaborates with management to provide research, analysis, and technical solutions to meet the business requirements of the Customer Care and Operations division, with particular emphasis of systems, applications, and products (i.e., SAP). The position will provide ongoing functional support to the Department of Customer Services and prepare project-related documentation and functional specifications for business processes and system challenges.

ESSENTIAL FUNCTIONS:

• Interacts with a diverse team of business users, process owners, and development teams to ensure effective SAP application use while enhancing user experience, productivity, and efficiency, mitigating risks, and resolving issues.
• Manages the successful delivery of enhancements, documentation of program change requests, reporting, data, and configuration items owned by the Customer Care and Operations Team (CRM, Billing, Device, FICA, and Credit & Collections).
• Identifies and defines business requirements for workflows, reports, interfaces, conversions, enhancement, and forms (FRICEW).
• Collaborates with the Information and Technology team and Vertex One to ensure the functional designs of FRICEW items meet business objectives.
• Provides support to the development team to ensure successful delivery of program change requests. 
• Tests configuration and works closely with the deployment teams to ensure that configuration is successfully transitioned to production.
• Develops user manuals and assists in the development of training materials for SAP and Vertex One users.
• Serves as the business liaison between the process owners, information technology, and Vertex One teams to ensure that user requirements are clearly defined, documented, and fully understood. Develops ad hoc reports for the Authority and/on behalf of Customer Care and Operations.
• Performs other duties and projects as assigned at the discretion of the Manager, CS, and Support.

Supervisory Responsibilities: N/A

Key Working Relationships: Interacts with co-workers in the department, throughout the Authority, and with the general public. 

EDUCATION / EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED:

The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential function satisfactorily. Reasonable amounts of training are provided.

• Bachelor’s degree in Management, Technical Writing or Information Systems from an accredited college or university and five (5) years of experience writing information involving information systems and technology.
• Some graduate-level coursework is preferred. 
• Project Management Professional (PMP) certification is preferred.
• Experience as a technical writer in a systems environment like SAP Business Objects (BOBJ) is preferred
• Extensive experience in managing large projects is preferred
• Strong verbal and oral communication skills.
• A proven ability to learn new techniques and processes quickly.

PHYSICAL DEMANDS OF THE WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• General office conditions.

We are proud to be an EEO/AA employer M/F/D/V.
We maintain a drug-free workplace and perform pre-employment substance abuse testing

The Americans with Disabilities Act prohibits discrimination against “qualified individuals with disabilities”. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email complianceada@dcwater.com.