Lead Analyst - CCS Business Support

Job Title: Lead Analyst CCS - Business Support

Company: NYSEG

Location: Kirkwood, NY

Work type: Office (5-Days A Week)

The salary range for this position is dependent upon experience and location, ranging from $87,600 - $109,500.

What We Offer:

• Competitive benefits and growth opportunities
• Generous performance‑based bonuses
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement
• Professional development and clear career‑advancement pathways
  

For more information, please visit: Benefits - Avangrid

Job Summary

• Enterprise wide responsibility for production support across 3 distinct and unique SAP IS-U/CCS Systems throughout the operating companies at AVANGRID Networks.
• First level production support to all AVANGRID Networks functional business areas relating to Customer Service SAP systems and related technical interfaces such Web, IVR, and EDI transactions; involving trouble analysis, solution determination, testing, and implementations.
• Project leadership for technical initiatives and managing them through the Software Development Life Cycle (SDLC) phases of Business Requirements, Technical Design, Development, Test Writing, Testing, Implementation, and post Implementation Support.
• Collaboration and facilitation across the enterprise between business product owners, business process owners, IT departments, Management, Senior Management stake holders (internal and external), and 3rd party vendors for Customer Service SAP systems and related applications.
• Provides technical leadership guidance and mentoring to analysts within a highly skilled department as well as all other business product owners.

Key Responsibilities

• Applies detailed SAP Industry Solutions - Utility (IS-U) / CCS Systems integration knowledge relating to the design, configuration, and testing of production resolutions and project enhancements within the 3 SAP Customer Care and Services Systems throughout AVANGRID Networks. Collaborates with business organizations, vendors, and IT Leads throughout AVANGRID including: Customer Service, GIS & Business Warehouse, Electric & Gas Operations, Web/Portal Applications, Compliancy & Security, Networking, Infrastructure DBA, and Production Control. (25%)
• Leads the development of technical projects in the areas of: Billing and Invoicing, Front Office, Financial and Contract Accounting (FICA), Retail Access, and Device Management. Such projects relate to functionality enhancements in the areas of: Customer Relationship & Billing Systems (i.e. Smart Care), Advanced Meter Infrastructure Systems, Siemens/OMS Systems, Customer Rate Cases, ESCO Regulatory Orders, Accelerated Web enhancements, and IVR Upgrades. This effort includes analysis, project schedule, requirements /design documentation, test plans, testing, test results documentation, implementation, and post implementation support tasks of a project. Including cost and resource estimates for major projects, along with complex calculations for the selection and evaluation of in-house technical solutions and external vendors. (25%)
• Utilizes extensive business and technical expertise across the enterprise (NY, ME, CT/MA) in the prioritization, analysis, innovative solution determination, testing, and efficient deployment of AVANGRID Networks application resolutions. Provides explanations of complex concepts and risks both simply and accurately to non-technical endusers. (20%)
• Provides direct technical leadership and guidance to key business areas such as: Back Office Billing, Back Office Credit & Collections, Supplier Relations, Call Centers, Field Customer Service, Meter Services, and Corporate Cash Management; in their decision making, process improvement initiatives, and in support of their efficient business operations. (10%)
• In collaboration with senior management and stakeholders; designs and develops accurate data analyses regarding production issues, project supporting details, regulatory proceedings, and internal/external audits. (5%)
• Ensures timely meter data, billing/invoicing accuracy, revenue collections, improving customer satisfaction levels, improving the customer experience, adherence to regulatory impacts/deadlines, and the review of public service commission orders. (5%)
• Leads team in developing, maintaining, and updating standard documentation including business requirements, technical designs, test plans, project timelines, test cases, test results, business process procedures, reference and training materials. (5%)
• Ensures that effective change control, quality assurance procedures, and corrective actions are incorporated within the department operations. (5%)

Financial Responsibility:

• Manage Spending 1 $1 to $5 Million
• Approximate Budget Responsibility 1 $1 to $5 Million
• Develop Budget: 1 $1 to $5 Million

Required Qualifications

Education & Experience Required:

• Associates Degree in Computer Science, Information Systems, or related field with a minimum of 8 to 10 years relevant experience required.
• High School/GED with a minimum of 10 to 15 years advanced experience in this specific field.
• Requires demonstrated experience with SAP IS-U/CCS (Customer Care and Services) Utility System Architecture, Software Development Life Cycle (SDLC) knowledge, and collaborating leadership skills with technical applications and business processes.

Skills/Abilities:

• Strong knowledge of SAP including but not limited to the functional areas of: Billing and Invoicing, Front Office, Financial and Contract Accounting (FICA), Retail Access, and Device Management.
• Technical experience in areas such as: SAP Business Warehouse (BW) data pulling, using Structured Query Language (SQL), and developing Microsoft Excel spreadsheets.
• Strong verbal and written communication skills.
• Self-motivated and results oriented.
• Ability to manage multiple concurrent assignments.
• Strong detailed orientation, analytical, and planning skills.
• Strong interpersonal skills.
• Strong and efficient leadership skills.

Preferred Qualifications

• Bachelor’s Degree in Computer Science, Information Systems, or related field with a minimum of 5 to 7 years relevant experience preferred.

• Delivering for the Business:

• Global view of the Business - ADVANCED

• Achieving Results and Continuous Improvements - COMPETENT

• Initiative - ADVANCED

• Innovation & Creativity - ADVANCED

• Global Relationships:

• Flexibility & Globalization - COMPETENT

• Customer Focus - ADVANCED

• Communicating & Influencing - EXPERT

• Team Work - ADVANCED

• Managing People:

• Team Management - COMPETENT

• Developing Others - COMPETENT

• Iberdrola IUSA Competency Model

• Delivering for the Business:

• Global view of the Business

• Initial – Knows and understands own area of responsibility.

• Competent – Identifies and understands the relationships and links with other areas across the organization.

• Advanced – Can identify how his/her own business area contributes to the Iberdrola Group.

• Expert – Has a view of the organizational environment and the external market.

• Achieving Results and Continuous Improvements

• Initial – Performs work adequately, striving for effectiveness. Achieves agreed goals.

• Competent – Creates own working standards, places high demands on him/herself and the results achieved.

• Advanced – Makes changes in order to improve performance or results.

• Expert – Assumes new challenges, taking calculated risks.

• Initiative

• Initial – Solves problems in day-to-day role.

• Competent – Acts quickly and decisively in uncertain situations.

• Advanced – Anticipates problems and opportunities and acts accordingly.

• Expert – Creates opportunities and acts with future vision.

• Innovation & Creativity

• Initial – Willingly accepts innovative approaches.

• Competent – Has innovative ideas by applying experiences and knowledge already learned.

• Advanced – Fosters creative, innovative atmosphere in his/her working environment.

• Expert – Innovates & creates new concepts (Products, services, processes etc).

• Global Relationships:

• Flexibility & Globalization

• Initial – Accepts the need to be flexible, reacts with a positive attitude to changes.

• Competent – Adapts his/her way of working to new requirements.

• Advanced – Facilitates change, adapts action strategy according to the changes in the internal/external environment.

• Expert – Instigates change.

• Customer Focus

• Initial – Responds to customer requests.

• Competent – Commits to the Customer.

• Advanced – Improves Service for current needs.

• Expert – Anticipates future needs.

• Communicating & Influencing

• Initial – Communicates appropriately with others within the usual working environment.

• Competent – Effectively communicates in more complex situations with a variety of people, with whom there may or may not be regular contact.

• Advanced – Exerts influence by using persuasive and convincing techniques.

• Expert – Uses net work of contacts positively and encourages collaboration to successfully achieve objectives.

• Team Work

• Initial – Participates in the team.

• Competent – Involves himself/herself proactively in the team.

• Advanced – Creates a team.

• Expert – Promotes teamwork across departments.

• Managing People:

• Team Management

• Initial – Encourages team effectiveness by distributing tasks appropriately.

• Competent – Takes each team member into account when making decisions, as well as the team as a whole.

• Advanced – Demands High performance.

• Expert – His/her team interacts in an optimal way across the organization.

• Developing Others

• Initial – Carries out specific development actions.

• Competent – Performs constant development activities for the team as a whole.

• Advanced – Proposes and carries out individual development activities.

• Expert – Generates a culture of professional development, contributing to the sustained growth of the organization.

Competencies

• Growth & Continuous Improvement
• Initiative & Change
• Focused on Results
• Customer Centric (internal and/or external)
• Communication
• Collaboration
• Leadership (people managers/leaders)

Disclaimer

AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual’s sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.

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Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables

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Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com .

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.

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