Subject Matter Expert Senior (Customer Service Department)
22nd Century Technologies, Inc.
- Laurel, MD
- 5 days ago
Highlights
They will engage with the CSD and IT project managers, developers, subject matter experts (SMEs), and end-users to assess business process changes affecting key stakeholders, guide employees through the transition to improve adoption, ensure that documentation accurately reflects system functionality, and provide post-launch support. Conducts train-the-trainer sessions to certify trainers for end-user instruction and offer support in customizing and delivering training across the organization, and designs and facilitates comprehensive training programs.
Numbers & Facts
| Location | Laurel, MD |
| Industry | Computer/IT Services |
| Company Size | 100 to 499 employees |
| Year Founded | 1997 |
| Website | https://www.tscti.com/careers-0 |
Description
Objective
Subject Matter Expert to provide technical, change management, and training management leadership during the Customer to Meter (C2M) Upgrade implementation. Duties include, but are not limited to, designing and facilitating User Acceptance Testing, developing and delivering stakeholder training, creating and updating processes, and developing and writing user and technical documentation. The consultant will also provide post-launch support after the initial implementation phase.
Background
The Customer Service Department is upgrading C2M, our billing system, from version 2.6 to version 2.9. The consultant will serve as the CSD lead during the implementation and upgrade of Customer Service technology, including Customer-to-Meter (C2M),
Customer Care and Billing (CC&B), and the Utility Billing software (CSIS/CC&B) system. They will engage with the CSD and IT project managers, developers, subject matter experts (SMEs), and end-users to assess business process changes affecting key stakeholders, guide employees through the transition to improve adoption, ensure that documentation accurately reflects system functionality, and provide post-launch support.
Duties
Subject Matter Expert to provide technical, change management, and training management leadership during the Customer to Meter (C2M) Upgrade implementation. Duties include, but are not limited to, designing and facilitating User Acceptance Testing, developing and delivering stakeholder training, creating and updating processes, and developing and writing user and technical documentation. The consultant will also provide post-launch support after the initial implementation phase.
Background
The Customer Service Department is upgrading C2M, our billing system, from version 2.6 to version 2.9. The consultant will serve as the CSD lead during the implementation and upgrade of Customer Service technology, including Customer-to-Meter (C2M),
Customer Care and Billing (CC&B), and the Utility Billing software (CSIS/CC&B) system. They will engage with the CSD and IT project managers, developers, subject matter experts (SMEs), and end-users to assess business process changes affecting key stakeholders, guide employees through the transition to improve adoption, ensure that documentation accurately reflects system functionality, and provide post-launch support.
Duties
- Leads the implementation and upgrade of all Customer Service technology, i.e., Customer-to-Meter (C2M), Customer Care and Billing (CC&B), and Utility Billing software (CSIS/CC&B) system, particularly as it applies to redesigned business processes, training, and change management.
- Develops and orchestrates change management and training methodologies in partnership with the Customer Service Department stakeholders throughout project implementation.
- Conducts early-phase impact analyses to assess business process changes affecting key stakeholders and develops communication strategies to support organizational alignment.
- Designs and delivers role-based training programs to ensure system proficiency, creates comprehensive training plans that identify needs, allocate resources, and optimize end-user training schedules.
- Develops a comprehensive training plan that outlines requirements and resources and determines the best timing for end-user training.
- Conducts train-the-trainer sessions to certify trainers for end-user instruction and offer support in customizing and delivering training across the organization, and designs and facilitates comprehensive training programs.
- Updates and creates business processes to support seamless system adoption, provides postlaunch support for the initial implementation, and continues to deliver training and support for subsequent CCS updates and releases.
- Oversees the deployment of a customer-facing portal integrated with C2M that provides users with access to account information, bill viewing, usage monitoring, and payment options.
- Develops and implements training programs focused on organizational change management.
- Key responsibilities included crafting and managing communications for both internal and external stakeholders, as well as leading the design and delivery of comprehensive training initiatives.
- Identifies performance gaps, designs strategic learning interventions, and evaluates outcomes to ensure continuous improvement.
- Creates documentation, including standard operating procedures, quick reference guides, user guides, training manuals, brochures, after-action reports, and instructional videos.
- Bachelor's degree in business, Communication, Information Technology, or related field.
- A master's degree or PHD is preferred.
- At least twelve (12) years of direct industry experience in the functional areas related to the subject matter specialty in the discipline in utility settings.
- Specialized Experience Change management and training management experience for Oracle Utility implementations, integration with C2M, Customer Care & Billing, and related utility systems.
- Proven experience in coordinating and delivering training programs, mentoring staff, and implementing e-learning solutions.
- Demonstrated experience in leading cross-functional projects aimed at improving customer service performance, including initiatives involving AMI (Smart Metering), Customer Care, and Billing systems.
- Organizational Change Management, Instructional Design, Leadership & Team Building, Communications.
About Company
22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.
Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.