CSS Sr Business Analyst- Customer Engagement

Charlotte, NC, USA
Dec 06, 2017
Jan 02, 2018
Contract Type
Full Time
Title: CSS Sr Business Analyst- Customer Engagement
Location: North Carolina-Charlotte-DE Busn Svcs-Charlotte,NC(NW) (1037)
Job Number: 141981

Customer Connect is a large, multi-year program that will consolidate Duke Energy's four legacy billing systems into one customer service platform to deliver the universal experience our customers expect, leveraging SAP's Hybris Customer Engagement & Commerce (CEC) solution and its Industry Solution for Utilities (IS-U) on S4/HANA.

The Senior Analyst for Customer Engagement plays a critical role in this program by developing subject matter expertise of the across a number of functions and the related new software capabilities within the SAP Hybris Suite (Marketing, Commerce, Billing, Cloud for Customer), in order to develop the solution from a functional perspective on behalf of the program's functional leadership and business unit stakeholders. Functional development includes defining common future state customer journeys and business processes across jurisdictions, defining detailed business requirements, creating functional designs of new software components, configuring the software, defining testing scenarios, and executing test scripts.

The Senior Analyst will not only be key in defining and configuring the solution, but will also partner across the broader program team to complete deliverables and advance the program, particularly with the change management, training, technical architecture and other delivery teams.

Travel requirements: If selected candidate sits in Charlotte the travel percentage will be 10%. If the selected candidate sits outside of Charlotte the travel percentage will be 50%.
Qualifications: Basic/Required Qualifications:
• Bachelor's degree from a four-year college or university
• 3 years of related experience in information technology, sales & marketing, e-commerce, customer services, project management, or process improvement

Desired Qualifications:
Experience or knowledge of marketing and related functions and processes
Experience in functional software development and knowledge of related methodologies
Experience evaluating complex issues and influencing outcomes or decisions among management level stakeholders
Interest and ability to develop deep knowledge of software capabilities related to customer service, sales & marketing, or e-commerce and related functions and processes
Facilitation, communication and interpersonal skills
Project management or process improvement experience
Proficient in MS Office products - Word, Excel, PowerPoint, Visio, SharePoint
Ability to multi-task in a fast-paced environment and matrixed organization
Knowledge of SAP Customer Engagement & Commerce
Job: Customer Support/Operations