Consultant, Business Change Support (Hybrid Schedule)

Eversource will not offer immigration-related sponsorship for this position (e.g., H-1B, O-1, J-1, TN, E-3, etc.).  Applicants requiring visa sponsorship to start employment with Eversource will not be considered.

Role and Scope of Position:  
The Consultant, is a member of the Business Change Support team supporting Customer Care with planning, developing, 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 some direction, responsible for assisting with implementation and delivery of resolutions for system support and enhancement capabilities to current backend systems that directly impact critical business goals including company targets and customer satisfaction.

Essential Functions: 

• Supports system capabilities to deliver enhancements and bug fixes
• Assist with development of technical specifications, test plans and implementation plans for system/processes and projects
• Responsible for the support of lower system test regions
• Reviews and provides recommendations regarding design and development 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
• Develops and runs 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 the development process and product lifecycle by developing User Acceptance Test strategies and participating in the User Acceptance Testing, including bill messages
• 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 request as needed (i.e. security requests)

Technical 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 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

Education:  

• Bachelors degree or equivalent experience in business / utility experience in related discipline is required             

Experience:   

• Three (3) to five (5) years related work experience preferably working with IT systems, analytical models, or project management                

Working Conditions:

• Must be available to work emergency restoration assignment as required.
• Must be available to travel 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 relationships

Manage and develop people

Foster teamwork and cross-functional collaboration

Lead change

Communicate strategic vision

Create an engaged workforce

Focus on the customer

Take ownership & accountability

Compensation 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:

Worker Type:

Number of Openings:

Emergency 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