Associate Consultant, Business Change Support

Role Overview

• The Associate Consultant, is a member of the Business Change Support team supporting Customer Care with planning and implementing technical solutions
• The Business Change Support team is responsible for working with Customer Care, IT and various stakeholders to ensure smooth, defect free and timely delivery of Customer Group projects, enhancements as well as providing support and communication with resolving system issues
• With direction, responsible for testing system changes, assisting with implementation for system support that directly impact critical business goals including company targets and customer satisfaction
• Execute test plans and implementation plans for Op Co rate testing, by adhering to User Acceptance Test strategies and participating in the User Acceptance Testing, including bill messages
• Supports system capabilities to deliver enhancements and bug fixes
• Assist with specific operating company initiatives and requirements
• Assist with reviewing and providing recommendations regarding changes or upgrades related to regulatory requests, rate changes and business requests
• Contributes to the assessment and improvements to systems, procedures and computer applications related to Customer Care Operations
• Supports developing and running data requests from existing systems, data marts and data warehouses
• Collaborates with IT and business partners to enhance IT systems in order to make business practices more efficient and economical
• Supports both the business and technical understanding of the customer experience, back-end technologies/capabilities and business operations
• Provides assistance to various Customer Care training functions for developing instruction/training
• Works collaboratively with business and all support partners to drive cross-functional alignment
• Handles miscellaneous requests as needed (i.e., security requests, projects)

Requirements

• Associate degree or equivalent experience
• One (plus) years related work experience preferably working with IT systems (i.e., C2, CIS systems)
• Experience in identifying and documenting business needs and understanding quality tactics for Eversource releases working interactively and effectively with technical resources
• Foundational knowledge of rates, billing, metering and data files
• Demonstrated aptitude for IT systems and databases
• Customer-first orientation and strong passion for delivering quality tools, information and content in service to consumer needs
• Must possess initiative to think several steps ahead in and anticipate needs of customers and employees
• Be comfortable bringing new ideas to the team that align with Eversource, growth and vision
• Desire to work collaboratively and experienced in driving projects to completion

Benefits

• Eversource offers a competitive total rewards program
• Check out our careers site for an overview of our benefits programs
• This position is eligible for a potential incentive