OUC – The Reliable One, an industry leader as the second largest municipal utility in Florida, is looking for qualified individuals to be part of our growing team. We are looking for self-motivated, creative professionals who can assist with achieving our vision of being recognized as the best utility in the nation.
Responsible for serving as a product and technical subject matter expert and providing support to business stakeholders on customer information systems. Conducts thorough documentation of business requirements, leads, coordinates and performs user acceptance testing on system enhancements, and researches specific system behaviors when challenged by clients and employees; explains designed behaviors, acts as a champion for enhancements when appropriate, serves as a point of contact and works closely with IT teams (including developers and product managers) to resolve issues reported by the business or customers. Provides project leadership and helps to integrate cross-functional solutions.
Accurately respond to system behavior and functionality through application of deep technical expertise across customer facing systems (i.e. Customer Care & Billing, Meter Data Management, IVR, etc.);
Lead systems implementation and optimization projects; engage stakeholders and guide discussions regarding data, analyses, conclusions, recommendations, and identification of mutually beneficial solutions; some projects are cross-functional, involving Customer Service, Marketing, and/or Communications;
Provide expert consultation and guidance on related systems and integrations to leaders and end users;
Collaborate with IT and business stakeholders to identify, document and communicate business needs;
Plan, lead, and document business requirements and validate technical requirements;
Actively participate in discovery sessions, solution definition, requirement gathering sessions and walkthroughs;
Provide input to the application development teams on design/configuration of the application in order to support business requirements;
Plan, facilitate and execute user acceptance testing (UAT) on customer facing projects and enhancements;
Author high quality User Stories and UAT scripts/cases;
Produce consistent, timely and high quality work product documentation including business requirements, specifications, process flows, mock-ups and wireframes;
Investigate system-related issues reported by the business, determine and communicate business impact, collaborate with IT to determine root cause and recommended solution;
Research, recommend, and/or prepare reports/presentations on related new or optimized solutions; help to identify opportunities for improvement;
Participate in weekly meetings for planning and production releases;
Solve problems using critical and analytical thinking;
Perform other duties as assigned?
Bachelor’s degree in Information Technology, Computer Science, Industrial System Engineering or other related field of study from an accredited college or university.
Minimum of five (5) years of experience in analyzing business systems and/or technologies that encompasses planning, facilitating, eliciting, documenting, and managing business requirements, to include two (2) years in facilitating, authoring and executing user acceptance testing.
·Working knowledge of all, but not limited to, the following:
oSoftware testing methodologies;
oTraditional Waterfall SDLC and Agile/Lean methodologies;
oRelated software, including:
§Oracle Customer Care and Billing, preferred.
§Oracle Meter Data Management, preferred.
§Automation and scripting software
§Contact Center software
oDatabases and writing SQL custom queries;
oProficiency in wide range of appropriate tools: Word, Excel, PowerPoint, MS Project, MS Visio & Adobe Acrobat, document management and sharing (SharePoint), etc.
oAdvanced Excel skills including Pivot Tables, V-lookup, modeling, perform and display quantitative and qualitative analysis;
·Familiarity with the following:
Project management practices and principles;
System integration for CRM (i.e. Salesforce) and software applications (i.e. IVR)
Understand how systems integrate and how they impact each other;
Plan testing activities, develop test cases and execute testing across multiple systems;
Effectively interface with all levels of business and IT;
Draw conclusions and actionable insights from raw data and summarize results quickly and efficiently;
Use logic and reasoning to identify trends, conclusions and approaches to problems to produce business-relevant conclusions;
Work with minimal supervision;
Communicate effectively across stakeholder groups and all management levels;
Exceptional writing, communication, teamwork and influencing skills that foster a collaborative and continuous improvement environment;
Ability to lead teams and projects;
Excellent planning and organizational skills;
Proven critical/analytical thinking and problem solving skills.
About Orlando Utilities Commission OUC - The Reliable One
OUC – The Reliable One, an industry leader as the second largest municipal utility in Florida, is looking for qualified individuals to be part of our growing team.