Southern California Edison Client Services Delivery Management, Advisor in Irwindale, California
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About (Operational Unit)
The CS Re-Platform program (CSRP) is SCE’s multi-year effort to implement a new enterprise customer relationship and billing system that will better serve our customers and support the grid of the future. The program will result in the replacement of more than half of SCE’s customer service legacy applications, including those used for critical customer service functions such as managing customer relationships, outage communication, billing, payment, program enrollment, and much more. As part of the program team, members will responsible for contributing to the overall design, development, integration and adoption of the new technology systems, and operational and business processes. CSRP will impact over 200 processes and over 4,000 end-users.
The Advisor reports directly to the Organizational Change Lead and will be assigned to the IT, Edge Remediation, and low impact OU sub-process lead and workstream teams. Will work closely with process owner delegates and representatives to support the implementation of the CS Replatform project. The position will represent Customer Service and SCE managing critical timelines, OCM strategy execution upon program commitments during the CS Replatform Project.
This position will serve as the IT, Edge Remediation and low impact sub process change SME lead and be responsible for participating, supporting, development and the implementation of OCM activities for the assigned process area in the following functions through the year 2020:
Build: Assist with configuration and customization process to understanddesign requirements for the various workstreams
Test: Support the training strategy and begin to support in material development and communications needs
Deploy: Provide support for user adoption and training and communication efforts
Stabilize: Provide support for the ongoing user adoption and proficiency of the solution
Responsible for partnering with various process teams during the various project phases and activities (workshops, blueprinting and testing) to captures change impacts, provide expertise and advise in order to understand as-is processes, to-be process, business requirements and formulate the appropriate change mitigation actions. Provides an end to end process view to ensure requirements and system meet the needs and goals of the business areas. Responsible for monitoring and reporting on scope, schedule and budget for their assigned process area and provide a roll up to the master OCM strategy and project plan
Participates as lead in training efforts, by providing technical interpretation, translation and clarification to ensure appropriate communication of business requirements meet the overall CSRP program training strategy. Support in the material development during build and test phase discovery and support of Change Agents, working with sub process lead, designers and business units to understand concerns and questions, continued communication and clarification of issues, and other OCM efforts to encourage user acceptance during the deploy phase.
Acts as the key business readiness lead resource for IT, Edge Remediation and lower impacted groups, and primary liaison to the assigned process sub lead leadership to ensure program level OCM strategy, methodologies, tools and templates are applied. Active member in the Business Readiness Network forum and other program readiness activities servicing as the OCM lead and subject matter expert for IT and Edge Remediation sub process scope, supporting the project team, functional business process owners, and senior management in all aspects of OCM/change management deliverables (scope, schedule and budget). Participate, deliver, and drive user acceptance efforts during deploy, launch, and stabilize
Represents the Company with contractors, suppliers, regulatory agencies, customers, other departments, and/or other parties to encourage user acceptance to support transition. Participates with process owner and functional organizations, in identifying Change Agents and keeping them informed of changes
Participates as lead in the IT and Edge Remediation process areas end-user communication efforts, by providing technical interpretation, translation and clarification to ensure appropriate communication of business requirements meet the overall CSRP program communication strategy
BA/BS degree in an applicable field of study
Seven or more years in managing projects
Subject matter expertise in customer facing processes in the following organizations; Customer Contact Organization, Business Customer Division and/or Customer Programs and Services
BA/BS in an applicable field of study
Knowledge of Company and department policies, objectives, strategies, goals, applicable governmental and regulatory laws and requirements, and accounting and budgeting practices.
Strong communication, presentation & organization skills.
Strong SAP awareness and expertise
Strong analytical and/or Project Management experience
Project Management Certification, PMP, Prosci Practioner Certificate
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
“Relocation does not apply to this position”
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.