Lead CSS Business Analyst

Charlotte, NC, USA
Dec 06, 2017
Jan 02, 2018
Contract Type
Full Time
Title: Lead CSS Business Analyst
Location: North Carolina-Charlotte-DE Busn Svcs-Charlotte,NC(NW) (1037)
Job Number: 141978

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 Lead Analyst for Marketing & Customer Experience plays a critical role in this program by developing subject matter expertise of the Marketing & Customer Experience functions and the related new software capabilities, in order to lead the functional development of the solution 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 Lead Analyst will partner extensively across the broader program team to complete deliverables and advance the program, particularly with the change management, training, technical architecture and other delivery teams. The Lead Analyst will coach and mentor other senior analysts and analysts focused on Marketing & Customer Experience. The Lead Analyst will act as the primary liaison between the program team and key business unit stakeholders at the supervisor, manager and director levels.

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 in a related discipline (marketing, business, engineering, information technology, etc.) or 11 years of related experience in lieu of a degree
Seven years of related experience in marketing, customer services, project management, process improvement, or technology development

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
Experience coaching other team members
Interest and ability to develop deep knowledge of software capabilities related to marketing & customer experience
Excellent 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, Industry Solution for Utilities or HANA solutions
Advanced degree (MBA or MS in a related field of study) Job: Customer Support/Operations