Job Information
Washington Suburban Sanitary Commission (WSSC) Sr. Manager, IT Customer Solutions (Billing System Applications) in Laurel, Maryland
Position Information
Functional TitleSr. Manager, IT Customer Solutions (Billing System Applications)
Recruitment Category TypeStandard
Functional CategoryInformation Technology
GradeIT.11
FLSA StatusExempt
Requisition Number25-0057
Number of Vacancies1
Job LevelDivision Manager
Job CodeN/A
Job Description Summary
The Division Manager, Customer Solutions leads and manages the IT Customer Solutions team for the Commission. The position designs, oversees, and provides ongoing management of WSSC Water’s Customer Solutions applications that include Customer 2 Meter, customer account management and billing system; operational device management, which is used to maintain information regarding assets; mobile workforce management system – the mobile component used by field staff to collect meter reads from residential and commercial customers; Service Oriented Architecture that allows services to communicate across the different systems; a batch system that can be configured to automate business processes across all systems; and other systems, including financial and banking system, web services, and dashboards that also interact with the systems.
As a leader in the company’s digital transformation, this role works very closely with the leaders of the Applications Division programs and various stakeholders within IT and the business.
Organization NameIT Application Services
Reports toDeputy Director, Application Services
Full or Part TimeFull Time
If Part Time how many hours per week
Regular or TemporaryRegular
Position End Date (if temporary)
Work Schedule
8.00 Am to 5.00 PM
Role is eligible for telework; however,employee must work in the office at least 3 days per week.
Position LocationLaurel
Position Summary Information
General Summary
TheSr. Manager, Customer Solutions (Billing System Applications)leads and manages the IT Customer Solutions team anddesigns, oversees, and provides ongoing management of WSSC Water’s Customer Solutions applicationsthat include Customer 2 Meter, customer account management and billing systems; operational device management, mobile workforce management system, and other systems, including financial and banking systems, web services, and dashboards that also interact with the systems.
As a leader in the company’s digital transformation, this role works very closely with the leaders of the Applications Division programs and various stakeholders within IT and the business.
Essential Functions
Leads the process of prioritizing and focusing WSSC Water system development initiatives and developing a framework for successful project development and execution
Oversees technical aspects of customer solution implementations at the Commission
Manages the day-to-day delivery of customer solution systems implementations
Works with vendors to evaluate various technologies including the establishment of proofs of concept ( POC ), evaluation criteria, as well as managing professional services resources for design, architecture and implementation
Reviews current system integration strategies and recommends enhancements and improvements; documents and utilizes lessons learned from practical application to updating strategic reference architecture by recognizing areas where existing architecture, policies and guidelines require change, or where new ones must be developed to account for business or technology gaps
Develops and facilitates strategies in the areas of system, data, and application integration, ensuring the interfaces are properly identified, designed, and implemented
Supervises employees including selecting or recommending selection, training, assigning, and evaluating work, counseling, disciplining, and/or termination or recommending termination
Other Functions
Provides mentoring to the IT Division personnel on business process improvement and system acquisition best practices
Monitors and evaluates the performance of teams and business processes to assist departmental staff in streamlining tasks and initiating new or revised systems methods when appropriate
Supports staff recruiting and development activities for the IT Team, including the development of job descriptions; participates in personnel selection committees
Performs related duties as required
Work Environment And Physical Demands
Business casual office setting
Required Knowledge, Skills, And Abilities
Working knowledge of one or more the following business functional areas:
Billing
Credit and collection
Meter & device management
Meter reads
Field activity
Payment processing
Case management
Financial data management
Customer data management
Premise data management
Rates management
Other systems, including financial and banking systems and web services
Knowledge and capability in relevant technology, including:
Hybrid cloud and on-prem integration, performance measurement and management
Web-Services and SOA
SQL Server (2019)
Oracle (19c) and PL/ SQL
Database design, logical and physical models, and normalized and dimensional models
Thorough understanding of system implementation life cycle and associated processes
Advanced knowledge of process improvement techniques and methodologies for information technology system acquisition and implementation
Knowledge of leading billing customer solution technology products in general
Knowledge of leading utility operational technology solutions
Thorough understanding of IT project management best practices and tools ( PMI , Agile, CSM )
Thorough understanding of IT risk management methods
Knowledge of application security and protecting Personally Identifiable Information ( PII ) and Payment Card Industry ( PCI ) security standards
Strong understanding of IT vendor management and contracting best practices
Understanding of benefits management methodologies and benefits management tools
Understanding of business process re-engineering concepts and applications
Strong customer focus skills with the ability to recognize customer requirements, assist customers in achieving goals, manage customer expectations, and consistently achieve high customer satisfaction
Excellent analytical and problem-solving skills
Effective interpersonal and leadership skills
Effective people management and facilitation skills
Ability to work well with people from different disciplines with varying degrees of technical experience and knowledge
Ability to manage numerous projects and activities concurrently, ensuring the correct priorities are assigned and initiatives are completed within resource constraints
Proven ability to facilitate collaboration among institutional teams and stakeholders
Minimum Education, Experience Requirements
Bachelor’s degree
8+ years professional IT experience that includes:
Work in a business process improvement, system acquisition, and system implementation environment
Demonstrated experience with all stages of enterprise systems/applications life-cycle
Experience with billing system applications, meter reads and/or AMI
Additional Requirements
Completion of the Washington Suburban Sanitary Commission Water Financial Disclosure statement within 30 days of employment and annually thereafter
Preferences
Master’s degree
Broad understanding of water/wastewater utility operational systems, particularly in the areas of procurement, human resources, plant operations, financial operations, and utility asset management
Salary124,380 - 211,447
Posting Detail Information
EEO Statement
AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.
Close Date10/18/2024
Open Until FilledNo
Special Instructions to Applicants
Additional Information
All applicants selected will be subject to drug screening and a background check/verification.
Supplemental Questions
Required fields are indicated with an asterisk (*).
- Will you, now or in the future, require sponsorship for employment visa status?
Yes
No
Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?
Yes
No
- Resume
- Cover Letter/Letter of Application