Customer Care Transformation Associate

Eversource will not offer immigration-related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).Role and Scope of Position: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.Essential Functions: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 requestsContributes to the assessment and improvements to systems, procedures and computer applications related to Customer Care OperationsSupports developing and running data requests from existing systems, data marts and data warehousesCollaborates with IT and business partners to enhance IT systems in order to make business practices more efficient and economicalSupports both the business and technical understanding of the customer experience, back-end technologies/capabilities and business operationsProvides assistance to various Customer Care training functions for developing instruction/trainingWorks collaboratively with business and all support partners to drive cross-functional alignmentHandles miscellaneous requests as needed (i.e., security requests, projects)Must be able to work off hours as necessaryTechnical Knowledge/Skill/Education/Licenses/Certifications:Experience in identifying and documenting business needs and understanding quality tactics for Eversource releases working interactively and effectively with technical resourcesFoundational knowledge of rates, billing, metering and data filesDemonstrated aptitude for IT systems and databasesCustomer-first orientation and strong passion for delivering quality tools, information and content in service to consumer needsMust possess initiative to think several steps ahead in and anticipate needs of customers and employeesBe comfortable bringing new ideas to the team that align with Eversource, growth and visionDesire to work collaboratively and experienced in driving projects to completionEducation:Associate degree or equivalent experience.Experience:One (plus) years related work experience preferably working with IT systems (i.e., C2, CIS systems)Working Conditions:Must be available to work emergency restoration assignment as required.Job may require travel to various Eversource locations between MA/CT/NH as necessary.Must be able to work off hours.Mental Aspects:Work includes calculating, comparing, documenting, coordinating, implementing and presenting.This role works in an environment that often requires the performance of multiple simultaneous activities, where deadlines need to be met and work is performed under pressure while involving significant business commitments and results.Must be able to work independently and collaboratively within the organization and be able to recognize and work with sensitive and confidential information.Competencies:Build trusting relationshipsManage and develop peopleFoster teamwork and cross-functional collaborationLead changeCommunicate strategic visionCreate an engaged workforceFocus on the customerTake ownership & accountabilityCompensation and Benefits:Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:$71,780.00-$79,760.00Worker Type:RegularNumber of Openings:1Emergency Response:Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.EEO Statement:Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.VEVRRA Federal Contractor #J-18808-Ljbffr Eversource