Supervisor, Customer Information Systems (Cx Applications)

Are you looking for a dynamic, fast-paced position in an enterprise IT department? Do you have experience managing enterprise Customer Information Systems and leading people? This may be the career for you!
What you will do:

• Oversee the success of the Customer Information Systems applications.
  • Applications supported by the team include Oracle Customer Care and Billing (CC&B), Five9 Contact Center Platform, and in-house built applications including the customer web portal and mobile app.
• Manage new projects, application enhancement, and upgrades.
• Support and lead a team that includes core employees and third party vendors.

What you bring:

• Extensive experience with enterprise-grade customer applications.
• Experience with contact center applications is preferred.
• Ability to manage competing priorities in a fast-paced environment.

Position Description
Responsible for the relationship between the Customer Service Department and the IS Department in terms of understanding business strategy, planning, direction and the application of technology to meet the needs of the Customer Service Department. Directs, coordinates, administers, and applies the company's Information Technology to deliver high quality service levels to the Customer Service Area. This includes working cooperatively with the Customer Service to define strategic direction as well as the development and support for the corporate applications. Assists the Manager, Information Services in the initiation, support and monitoring of corporate applications and services in order to attain successful completion of company and department goals and strategies.
Position-Related Responsibilities

• Work closely with appropriate senior executives and managers to develop a deep understanding of business direction and technology needs/requirements in Customer Service, and provide consulting, joint planning and technology business partner services to the Customer Service Area.
• Attend meetings, planning sessions and other Customer Service activities to foster positive working relationships with all members of the Customer Service team.
• Support Customer Service Department technology initiatives and projects by working with key Customer Service Area members to develop business requirements, proposals and other supporting documentation for the IT Governance process as needed.
• Responsible for the company's IT Customer Applications to assure data integrity, system availability and customer satisfaction.
• Responsible for managing the applications portion of IT controls and audit process. This includes SOX and non-SOX related IT controls. This involves coordinating many groups within IT, defining controls, designing controls, reworking controls, working with internal audit, working with external audit, assisting the business areas related to their non-IT controls, and providing guidance to others on control related issues.
• Direct, supervise and mentor the Customer Applications Services team. The business functions supported by this team include, but are not limited to billing, rates, meter management (connects/disconnects, testing, reading), call center, field orders, credit and collections, payment processing, interfaces both to internal systems and external vendors, and reporting.
• Establish a strong working relationship with the Cognizant support manager. Together develop plans to enable Customer Service's initiatives. Provide oversight to ensure SLA's are met. Review and approve Statements of Work (SOW's).
• Recommend technology standards and promotes awareness to achieve compliance and adhere to IS Guiding Principles.
• Develop and manage budgets which support the cost-effective implementation of IT strategies, tactics and operating plans.
• Research and keep abreast of new Information Technologies and assist in evaluating for appropriate application within the company.
• This position may provide services to affiliates of the Company subject to the UNS Energy Code of Conduct and the related Policies and Procedures.

Management Responsibilities

• Ensure that the Company's management principles, policies and programs are consistently practiced and continually support the Affirmative Action Plan.
• Comply with and administer the terms and conditions of the Collective Bargaining Agreement.
• Assume fiduciary responsibility for operating the business and provide recommendations on cost improvement measures.
• Ensure that the Performance Management program is administered uniformly and effectively.

Knowledge, Skills and Abilities
(Equivalent combination of education and experience will be considered.)

• Bachelor's Degree in Management Information Systems, Computer Science, or related discipline.
• 10 years of experience in the support of enterprise Information Technology
• 5 years working with Customer Information Systems
• Excellent interpersonal skills, especially with mid and senior managers, a comprehensive understanding of business principles and the ability to translate business requirements into technology solutions.
• A comprehensive knowledge of information technology subjects and extensive knowledge of relevant hardware and software, with the demonstrated ability to keep abreast of new technologies.
• A high degree of human relation skills are required to deal with personnel situations and maintain positive relations with other areas of the company.
• A broad utility business experience preferred.
• A demonstrated ability to communicate effectively at all levels, including public speaking and business writing.