JOB TITLE: BUSINESS TECHNOLOGY SUPPORT ASSOCIATE IT ANALYST

LOCATION: OPERATIONS CENTER

REPORTS TO: IT SUPERVISOR

STATUS: EXEMPT, NON-BARGAINING UNIT

Be a part of the team that is transforming the power industry of northern and eastern Maine.

Versant Power is building on our 100-year history of delivering efficient, safe and reliable electricity service to customers in northern and eastern Maine. We never lose sight of safety, quality, integrity and innovation.

We are committed to our dedicated people, who inspire us every day to deliver something more powerful than power alone.

POSITION OVERVIEW

The Business Technology Support Associate IT Analyst is tasked with the general management of issues & incidents as they relate to the day-to-day operations of the Company’s Customer Information System (CIS), as well as other systems that interface with the CIS system (GIS, MDM/MV90) and KUBRA. Understanding end-to-end operation of the CIS, this role provides first tier technical support for the CCC (Customer Care Center), billing and payments, as well as line operations, finance dept, sales and revenue and serves as a technical liaison between the business operations and IT. Corrects data issues in CIS systems, provides assistance in testing system changes, and documentation.

The Business Technology Support Associate IT Analyst is comfortable working with a range of Versant Power stakeholders across multiple management and business units. Specifically, the Business Technology Support Associate IT Analyst triages incoming requests and will oversee the general escalation, awareness, and reporting on CIS and other CIS support applications’ production issues, and the overarching process to resolve these as they arise.

ESSENTIAL FUNCTIONS:

• Assists with daily production support of the Cayenta Utilities CIS, and other systems which interact with the CIS. This includes online services, Geospatial Information System (GIS), OPower, PowerSmart, PowerOn, AMI and other systems supported by the IT Department.
• Provides first tier technical support for the CCC and billing related systems. Troubleshoots CIS related issues as they arise. Communicates to the business system interruptions and restoration status of related applications. Contributes to the success of other departments by providing knowledge of business process changes and/or new programs. Escalates to second level of tier support if not identified as a training related issue.
• Has a thorough understanding of MPUC Chapter 815 rules and regulations and how the rules are operationalized within the CIS Systems. Maintains a compliance spreadsheet for areas of the business for specific functions that require involvement of the CIS such as reporting, mailing inserts, ensuring compliance. Performs functions for annual mailings from CIS for items such as Private Line Letters, Life Light letter, and Payment arrangement offering letters.
• Facilitates weekly discussion with business stakeholders to prioritize CIS production issues as they occur. Manages business owner expectations regarding work prioritization.
• Performs data correction/configuration in support of the CIS systems and other systems which interact with CIS.
• Works with CIS end-users with the creation, acceptance, and general messaging associated with production incidents that occur within the CIS system.
• Supports testing of system changes and upgrades. Documents test plans and results.
• Documents system issues, resolutions, and changes for audit purposes.
• Coordinates with IT department, including aiding with implementation of system changes.
• Coordinates with business owners, IT and the CCC to triage and analyze impacts to business when bill errors are identified. Aids in the processes and controls to identify and document potential bill errors.
• Coordinates with IT to establish a plan of corrective measures for bill errors.
• Provides ongoing updates to business stakeholders on status of bill error corrections and fixes.
• Manages user access and password resets for supporting applications involving the CCC functions such as KUBRA, Deluxe (FISC), Lexis Nexis, Western Union, and Chase Payment Technologies.
• Validates the Bill Print from CIS to KUBRA daily to ensure completeness and accuracy of bill mailing. This is considered a control for auditing.
• Maintains Billing Messages within CIS system and the KUBRA system for both paper and electronic bill messaging.
• Establishes Campaigns within KUBRA for mail inserts and coordinates with Communications on timing and count of customers.
• Maintenance and creation of Customer Correspondence used by the Document Template Manager (DTM) of KUBRA.
• Coordinates effort for Data Requests for both internal and external (Efficiency Maine, MPUC etc.) includes gathering the data and transferring it electronically if required.
• Maintains and creates Item Types within the CIS system as required (New Marketer creation for EDI, new business processes such as NEB). This requires an understanding of the payment matching functionality.
• Creation and monitoring of tickets in various applications to facilitate CIS issues. Internal systems would include the use of the EasyVisa ticketing system and the Trello board for work management. External systems include Caystone (used for CU testing) and the Cayenta HUB for their internal tracking.
• Management of the KUBRA Support cases. Includes creating and tracking of tickets within the KUBRA system to monitor business issues and or projects as well as biweekly meetings.
• Facilitate updates for the CSC Helpscreen for items such as Bill and Read schedules, Templates for reporting issues and training materials.
• Coordinates with the webmaster tech. group on Electronic Billing issues (online services)

REQUIRED OR PREFERRED EDUCATION, CERTIFICATIONS, EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor’s Degree is preferred; experience can be substituted for education requirement.
• Excellent oral and written communication skills required.
• Ability to resolve problems both independently and cooperatively with business peers required.
• Ability to analyze data and troubleshoot problems required.
• High level of customer sensitivity and ability to manage multiple priorities concurrently required.
• Experience working with MS Office applications, specifically Word and Excel required.
• Experience with customer service related MPUC regulations and software applications preferred.
• Demonstrated ability to appropriately escalate questions to the appropriate
• Versant Power individuals supporting the CIS project for review.

ADDITIONAL RESPONSIBILITIES:

• Other duties as assigned, including designated duties associated with System Restoration.
• Supports the CCC operations during outage situations.

PHYSICAL AND MENTAL JOB REQUIREMENTS AND REQUIRED SKILLS:

• Position is substantially sedentary
• Excellent organizational and interpersonal skills
• Excellent oral and written communications skills
• Position requires visual and mental concentration
• Position may be somewhat stressful
• Versant Power is a tobacco free and fragrance-free workplace

NOTES:

• Position is primarily stationary, with some walking, standing, and driving required
• Position may require irregular hours
• Versant Power is a tobacco free, drug free and fragrance-free workplace.

RATE OF PAY:

Salary Level is commensurate with experience and qualifications.