ASSYST is seeking a highly experienced Subject Matter Expert (SME) to provide technical leadership, change management, and training management support during the upgrade of the Customer to Meter (C2M) billing system from version 2.6 to 2.9. The SME will serve as the Customer Service Department (CSD) Lead throughout the implementation, working closely with business stakeholders, IT project teams, developers, and end users to ensure successful system adoption, effective training delivery, accurate documentation, and post-launch support.

Key Responsibilities:

Lead customer service technology upgrades, including C2M, Customer Care & Billing (CC&B), and Utility Billing (CSIS/CC&B) systems.
Partner with business and IT teams to manage system changes, business process updates, and user adoption.
Design and facilitate User Acceptance Testing (UAT).
Develop and deliver role-based training, including train-the-trainer sessions.
Create and update business processes, SOPs, user guides, and training materials.
Support deployment of a customer-facing portal integrated with C2M.
Provide post-go-live support and ongoing training for future system updates.

Qualifications & Experience:

Bachelor’s degree in Business, IT, Communications, or related field (Master’s preferred).
12+ years of experience in utility industry roles.
Experience with Oracle Utilities implementations, including C2M and CC&B.
Strong background in change management, training development, and stakeholder communication.
Experience supporting AMI (Smart Metering), customer care, and billing systems preferred.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.

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