Implementation Specialist III

We connect water, gas, and electric utilities, retailers, and energy service providers to their customers and business operations, transforming the customer experience for the energy and utility industry. We partner with our clients to transform their service delivery, enhancing their capability, ambition, and brand.

The Implementation Specialist – Billing leads clients through the implementation of our Customer Information System (CIS), with a focus on the billing lifecycle. You will analyze client business needs and translate them into functional and design specifications, taking full ownership of the billing workstream from both a business and technical perspective. This is a client-facing role that involves managing multiple relationships and deliverables, and partnering closely with project managers, developers, migration teams, and third-party vendors.

As a Billing Specialist, you will focus on the billing components of our CIS, including rate setup, billing processes, and complex billing scenarios. A background in utility billing is required, along with a solid understanding of the end-to-end meter-to-cash process.

• Lead clients through the implementation process, taking full ownership of the billing area from a business and technical perspective.
• Analyze and model business requirements and translate them into functional, technical, and design specifications.
• Perform gap analysis between client business requirements and current system functionality, and recommend solutions.
• Develop and review requirements, business process flows, and functional/system design documentation.
• Lead high-level design sessions, best-practice workshops, and use-case walkthroughs.
• Configure and validate billing setup, including rates, rate schedules, billing determinants, and billing cycle processing.
• Support data migration and conversion activities, including validating migrated billing data and troubleshooting exceptions.
• Develop and execute test cases across system, functional, and integration testing, maintaining quality standards during workload peaks.
• Investigate production issues and assist with troubleshooting, recreating, and resolving defects.
• Coordinate with third-party vendors (e.g., bill print) during requirements, design, and testing phases.
• Support all phases of the SDLC, from requirements through implementation and post-go-live monitoring.
• Mentor and support peers and newer team members, fostering collaboration and knowledge sharing across the team.
• Communicate clearly with clients and senior management, escalating issues and risks as needed.
• Maintain accurate system and process documentation.
• Travel: Occasional short trips as needed - attend client on-site meetings during key project phases. 

These are the baseline requirements to be considered for the role.

• Utility and/or utility consulting experience with knowledge of CIS billing systems is required.
• Utility billing experience is required, with an understanding of the meter-to-cash process.
• 5+ years as a Consultant, Business Analyst, or Implementation Specialist in software delivery, producing detailed business and technical documentation (BRDs, design documents, functional/technical specs, use cases, user guides, defect analysis reports, etc.).
• Working proficiency in SQL (SELECT statements, joins, subqueries, filtering/sorting, and data manipulation).
• Understanding of SDLC and project methodologies (Agile, Waterfall, Hybrid), relational database principles, data analysis, and incident-management tools (e.g., Jira).
• Proficiency with common desktop applications (Microsoft Office, Microsoft Visio, etc.).
• Demonstrated experience in business process design and requirements analysis.
• Strong analytical and problem-solving skills, with the ability to identify, communicate, and resolve issues effectively.
• Excellent verbal and written communication skills to effectively interact with clients and team members.
• Bachelor's degree in Computer Science, Information Technology, Business, or a related field (or equivalent practical experience).

What a strong, fully-ramped candidate brings, and where a standout applicant will excel.

• Hands-on experience with DB2/AS400 environments and writing/validating complex SQL for migration validation and exception handling.
• Direct experience with data migration and conversion, including validating converted billing data and resolving exceptions.
• Experience coordinating with third-party vendors (e.g., bill print/output management) through requirements, design, and testing.
• Knowledge of Web APIs and batch processes.
• Experience using AI tools for data analysis and process automation.
• Proven ability to lead workshops, design sessions, and CRPs, and to guide clients through complex billing decisions.
• Strong leadership and organizational skills to manage multiple projects and priorities, and to mentor newer team members.
• Ability to quickly grasp new concepts, adapt to change, and maintain high standards under pressure.
• Highly self-motivated, proactive, and collaborative, contributing to a positive and inclusive team environment.