System Support Analyst -Technology (Ascend Program)

ASCEND Program Information

Southern Company is committed to building the future of energy for the customers who depend on us, the communities we serve and the industry we lead. The ASCEND program will transform how we do business, helping us elevate the customer experience, adapt to industry changes, and implement technology that offers new capabilities with more agility. It will involve implementing multiple applications, including the replacement of our meter data management (MDM) and customer service systems (CSS) with a new, Oracle customer information system (CIS) called customer to meter (C2M). Additionally, it includes implementing an advanced analytics platform (AAP), customer experience (CX) and customer engagement platform (CEP).

The new platform, to be rolled out to Alabama Power, Georgia Power, and Mississippi Power, will be implemented in phases over the next four years. Currently, we are building an ASCEND organization dedicated to helping the electric operating companies realize the vision for a modernized, efficient, digital customer experience to deeply engage with our customers and provide a more personalized experience. ASCEND will be one of the most comprehensive Customer Service and Marketing transformation initiatives in our company’s history.

Positions within the CIS Program will be filled based on the job requirements and the business needs and overall project scope. Candidates should answer all applicable questions thoroughly as this information will be used to select the successful candidates.

While these roles are expected to be hybrid work, approximately 25% travel is anticipated and for this reason, it is preferred that resources are located within the electric service territory. The successful candidate will remain an employee of the operating company while reporting to the CIS/MDM Project Team and may report to a Southern Company Services or operating company leader for delivery.

The primary responsibility of the System Support Analyst is to work closely with Business Process Managers, Business Process Leads, Quality Assurance Analysts, Developers, and Business Subject Matter Experts to understand the business and technical requirements of the business and technical processes with implementing the new Customer Preference Center solution and related processes, translate them into technical requirements, and facilitate the testing, documentation, and defect resolution of these requirements. The successful candidate should understand the impacts to end-users to accurately define user stories and identify change impacts.

MAJOR JOB RESPONSIBILITIES

• Assist the Business Process Leads in detailing the requirements, refining user stories, documenting acceptance criteria, breaking use cases to user stories and defining business rules and scenarios
• Provide guidance on process/data flows, reporting and data source requirements
• Gather and document requested business information
• Assist in translating user stories and use cases into test conditions and expected results for product and user acceptance testing
• Implement, integrate, and support technology solutions in a manner that meets or exceeds customer expectations for quality, cost, and timeliness
• Responsible for the creation and execution of manual test cases for all phases of testing
• Responsible for working with Automation testers to provide functional knowledge that provides input to automated testing strategy
• Work closely with other ASCEND members to identify, track, and resolve defects
• Thoroughly document test results and assist with tracking key testing metrics and conduct periodic reviews to measure and ensure consistent progress
• Manage changing priorities and direction with many varying responsibilities (project management, analyst, testing, etc.) with minimal supervision while driving results
• Embrace the To-Be vision of the program and support team decisions
• Communicate with Organizational Readiness team as processes are defined and potential impacts are identified
• Model "Our Values": Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance in all endeavors
• Understanding of business processes and functional requirements across multiple workstreams
• Effectively organizes tasks, manages multiple shifting priorities/details, and meets tight deadlines
• Act with initiative, speed, and decisiveness
• Learn in a dynamic and fast paced environment. Must also be capable to learn applications in a quick and efficient manner
• Develops, enhances, communicates, and documents the application processes and related tools including but not limited to process flow diagrams as needed

JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills)

• Knowledge of business functions and applications related to the following customer focus areas: customer service, preferences, inbound and outbound communications, notifications, and alerts through various customer channels such as emails, voice, in app alerts, and text messages
• Broad knowledge of the utility business functions and operations, including but not limited to front and back-office operations, payment processing, service orders, billing and rates, regulatory compliance, meter data management, energy management, customer communications and an understanding of how the Customer Service and Technology functions add value to these organizations
• Experience with implementing, integrating, and supporting technology solutions
• Understanding of data flow processes and architecture associated to the Customer Preference Center and Customer Information Systems solutions and processes
• Ability to build strong relationships across the ASCEND program and stakeholder groups
• Understand business and functional requirements and associated testing to ensure they meet business needs and create efficiencies
• High degree of initiative and personal ownership
• Strong analytical, problem solving and critical thinking skills
• Interpersonal skills and the ability to communicate effectively
• Excellent organizational skills and strong attention to detail
• Adaptable to change and able to work in a fast-paced environment
• Technical aptitude
• Ability to apply strong strategic thinking to a diverse set of opportunities and challenges, serving as a true strategic partner and enabler of all facets related to business and customer processes and enabling technology
• Experience working with and writing database queries required to analyze and solve problems and reconciliation of data from multiple database sources preferred
• Ability to develop, write, edit, review, and organize technical documentation related to software and/or technical processes such as users' guides, technical manuals, and instructional materials to ensure that the text can be understood by non-technical users

The location for this position is flexible between Atlanta, Birmingham, and Gulfport.

Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 4976

Job Category: CIS/MDM QA Analyst

Job Schedule: Full time

Company: Southern Company Services