ASCEND Program Overview:

Southern Company is committed to building the future of energy for the customers who depend on us, the communities we serve and the industry we lead. The ASCEND program will transform how we do business, helping us elevate the customer experience, adapt to industry changes, and implement technology that offers new capabilities with more agility. It will involve implementing multiple applications, including the replacement of our meter data management (MDM) and customer service systems (CSS) with a new, Oracle customer information system (CIS) called customer to meter (C2M). Additionally, it includes implementing an advanced analytics platform (AAP), customer experience (CX) and customer engagement platform (CEP). 

The new platform, to be rolled out to Alabama Power, Georgia Power and Mississippi Power, will be implemented in phases over the next four years. Currently, we are building an ASCEND organization dedicated to helping the electric operating companies realize the vision for a modernized, efficient, digital customer experience to deeply engage with our customers and provide a more personalized experience. ASCEND will be one of the most comprehensive Customer Service and Marketing transformation initiatives in our company’s history.

Job Summary – Application Analyst, Oracle Sales and Marketing Cloud –

The Application Analyst Cloud position, for the Customer Experience (CX) workstream, is responsible for providing development of the technical requirements and support to the Oracle Sales Cloud enterprise application across all operating companies. Position responsibilities include all aspects of production support, solution delivery, and managing customer relationships. The position will work with a variety of organizations which will require excellent interpersonal, communication, customer service, time management, planning, and organizational skills. Strong analysis and problem-solving skills are critical. In addition, this position is responsible for the strategy, roadmap, planning, architecture, development and sustainment of applications, integrations, and business processes, in support of multiple business units using the Oracle CX enterprise platforms. This position will work with Business Stakeholders, Developers, Analysts and other Architects to design, build, and maintain sales and marketing platforms/programs required to support business processes and business applications and integrations. In addition, this position will lead and coordinate technical development activities for integrations.

The successful candidate is expected to be highly knowledgeable and experienced with modern data and integration architecture – including cloud solutions and agile implementation deployment. The position requires the skills and experience necessary to coordinate and direct developers and other resources in day-to-day operations to achieve the desired work efforts. The successful candidate will participate and provide technical expertise in all states of a data solution life cycle.

The position responsibilities will focus on deployment, enhancement, and ongoing Application Management Support (AMS) for Oracle Sales Cloud (primarily) with expectations to further

support Oracle Marketing Cloud (Eloqua) and related Oracle CX applications. The successful candidate will have demonstrated experience with the Oracle CX application platform and/or the aptitude to quickly obtain necessary knowledge and skills to be effective.

Education:

BS/BA in Computer Science, Management Information Systems, Engineering or other Technical degree required.

Experience/Knowledge/Skills:

• 5 years of knowledge of and experience with the Oracle CX platform including and Sales Cloud (Service Cloud knowledge is a plus)

• Experience with marketing automation software, Eloqua

• Experience with development projects leveraging agile development methodologies preferred

• Experience with or foundational understanding of Java application development to support troubleshooting and solution design

• Strong analytical skills with ability to elicit and efficiently document business rules

• Excellent root cause analysis and problem-solving skills

• Understanding of the V-model within C2M and how it can be represented in Sales Cloud

• Experience building solutions leveraging integrations/middleware components that are part of the Oracle CX Suite (e.g. Customer Data Model, Oracle Integration Cloud, etc.)

• Strong attention to detail with the ability to clearly communicate complex issues across various stakeholder groups and teams

• Ability to create, build, and maintain relationships across cross-functional working teams and collaborate with all levels of management, vendors, and other internal and external groups

• Experience leading and managing technology projects including coordinating resources and tasks across multiple teams and business units.

• Previous Utility Experience is not required but is a plus.

Job Responsibilities

• Develop, adapt and carry out product implementation plan from beginning to end, supporting and championing the vision desired for the completed product.

• Application of the different principles within the Software Development Life Cycle (SDLC) to implement and maintain technology initiatives.

• Work within the Agile/SAFe framework to support development, design, build, test, deployment and Post-Go Live Support (PGLS) activities.

• Manage business expectations, bring issues to business’ attention proactively; offer solutions. Ensure and assist in achieving and meeting deadlines and schedules.

• Be a primary resource for the business and technology teams to help develop and refine product roadmaps, as well as support AMS needs for Sales Cloud and Eloqua

• Act as the primary technical support resource during any application outages.

• Communicate effectively and in a timely manner with business partners, CX team members, leadership, and other key stakeholders.

• Displays Our Values and champions an inclusive and diverse team culture.

Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 3809

Job Category: Information Technology

Job Schedule: Full time

Company: Southern Company Services