Southern California Edison Client Service Delivery Management, Senior Advisor in Irwindale, California
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About Customer & Operational Services
Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.
We are working on the Customer Service Re-platform Project (CSRP), which will replace the existing operating platform for Customer Service, is valued at $319 million with an estimate of 500 dedicated FTE during its peak – representing a significant financial and operational investment over 5 years. You will join a team of sub-process leads within the Business Integration – FICA team, which includes Credit & Collections, Payments, and Finance activities. The functional testing lead will be responsible for driving the testing activities required for the successful implementation of the following project phases through the year 2020
Test: Develop test plan and lead testing to ensure solutions meet business requirements.
Deploy : Develop deployment plan, including pilot simulations to ensure user acceptance; assist in the release of solutions.
Sustain: Provide support for the ongoing user adoption and proficiency of the solution.
As the primary testing lead for FICA, you will lead testing of business process solutions by handling and executing testing functions, adhering to testing timeline, identifying test scenarios, allocating and scheduling testing resources, documenting test results, and logging and ensuring resolution of defects throughout all test plan phases: string testing, system testing, integration testing, parallel testing, regression testing, user acceptance testing, performance testing, operational readiness testing, disaster recovery and failover testing, and controls testing. You will ensure that FICA testing plan and activities align to the overall test strategy and methodology of the program.
Some of your typical responsibilities will include:
Evaluating testing activities to ensure the successful development and implementation of multiple FICA processes that have major financial, customer, external third parties and operational impacts to the Company and CSRP program. The implementation of SAP will have a major impact on key business units and Company objectives.
Coordinating key FICA sub-process timelines, objectives, and initiatives to support testing, and run critical project work streams to ensure a high quality project execution from multiple vendors in support of CSRP.
Identifying and leading resolution of complex issues related to FICA processes, and partnering with impacted process owners, delegates, and functional representatives to resolve issues and drive toward resolution.
Accomplishing objectives through partnering with CSRP team members and business SMEs.
Ensuring the elements of Process Ownership Governance are met, including setting strategy, documenting and implementing processes, prioritizing change, comparing performance, and assuring compliance and business continuity.
Collaborating with cross-functional teams supporting Credit & Collections, Payments, and Finance, and across SCE during all key activities related to testing, implementation, Go-Live, stabilization, and post stabilization.
Informing key partners including executive sponsors, process owners, and CSRP team members of key decisions and project updates.
Working closely with outward facing SCE organizations including but not limited to Controller’s, IT, Customer Service, and Regulatory Operations.
Bachelor Degree in Computer Science, Finance, Business, or other technical discipline.
Ten (10) or more years of functional leadership, consulting, or project management experience.
Five (5) or more years of experience in large scale software implementation, system integration and testing, and IT operations and support functions.
High interpersonal skills with ability to work well in a team environment.
Project Management Certification, PMP.
Seven (7) or more years of experience in implementing major cross-functional system and process enhancements.
Detailed knowledge of SAP landscape, configuration, report development, and navigation.
General knowledge of SCE business environment and practices as related to Credit & Collections, Payment Processing, and Finance.
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
Relocation does not apply to this position.
The primary work location for this position is Irwindale, CA.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.