Implementation Specialist III (CS/DM)

About VertexOne:

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

Position Overview:

The Senior Implementation Specialist at VertexOne will lead our clients through the implementation process of our Customer Information System (CIS) and analyze client business needs and translate them into functional and design specifications. This customer-facing role involves managing multiple projects and relationships, and supporting software development and configuration. Key responsibilities include requirements analysis, system design coordination, workshops, testing, training, and maintaining system documentation. The role also involves liaising with project managers and developers to address business and technical gaps.

As a CS/DM specialist, you will focus on the Customer Service and Device Management aspects of our Customer Information System. Your work will focus on the core customer and field service aspects of the business working. An understanding of the overall meter to cash processes is required.

Primary Responsibilities:

• Lead and guide clients through the implementation process taking full ownership of the customer and device management areas from a business and technical perspective.
• Analyze and model business requirements to create technical requirements.
• Translated clients' business needs into functional and design specifications.
• Perform the required research to identify gaps between the business requirements and the current functionality.
• Develop and review requirements, business processes, and recommendations related to proposed solutions as well as functional and system design specifications.
• Lead team members and peers by fostering collaboration, clearly communicating ideas and perspectives to senior management, initiating and overseeing projects, managing resources effectively, resolving issues, and ensuring accountability for both personal and team performance.
• Liaise between clients/users and technology architects/developers to ensure precision and clarity in the documentation of business requirements and technology solutions.
• Prepare/Review System Functional Specifications and Business and Use Case documentation.
• Lead High-Level Design and Best Practice sessions.
• Perform Use Case walkthroughs.
• Develop test cases and perform testing on changes and enhancements.
• Perform System, Functional and Integration Testing to ensure product quality remains at the highest level, including dealing with workload peaks without compromising quality/standards.
• Investigate production issues and assist with troubleshooting, re-creating, and resolving those.
• Support all phases of the Software Development Life Cycle, including requirements analysis, design, construction, testing, implementation, and monitoring.
• Work with third-party vendors during the requirements, design, and testing phases.
• Escalate and communicate issues to VertexOne Management or Clients as needed.
• Work cooperatively in a team environment to meet the goals of the department and of the company.
• Client on-site meetings during key phases of the project (30% travel)

Minimum Qualifications:

• Utility and/or utility consulting experience and knowledge of Customer Information Systems (CIS) Billing systems is required.
• Experience working with the call center or field service departments is required.
• 6+ years working experience as a Business Analyst or Implementation Specialist in the Software Development industry, creating detailed Business and Technical documents such as Business Requirements Documents, Design Documents, Functional/Technical Specifications, Interfaces, Web User Interface (UI) and Workflows, Use Cases, User Guides, Defect Analysis Reports etc.
• Proficiency in SQL (SELECT Statements, Joins, Subqueries, Data filtering and sorting, and Data Manipulation) is preferred
• Understanding software development process and IT project management methodologies (Agile/Waterfall, Hybrid) and relational database principles, data analysis, and incident management tools (e.g., Jira).
• Proficient in common desktop applications (Microsoft Office, Microsoft Visio, etc.).
• Experience working with AI tools for data analysis, and process automation is preferred.
• Demonstrated experience in business process design and requirements analysis.
• Knowledge of and experience with Web APIs and Batch Processes is preferred.

• Ability to promote and maintain a positive and inclusive work environment with project team members, co-workers, management, and vendors by behaving, collaborating, and communicating in a manner consistent with professional standards.

• Skills to identify, communicate, and resolve issues effectively.
• Strong ability to analyze issues and solve problems effectively.
• Ability to quickly grasp new concepts and manage change through innovation and flexibility.
• Ability to meet deadlines, manage multiple projects, and prioritize tasks efficiently.
• Excellent at multi-tasking while maintaining high standards and productivity.
• Ability to work well under pressure.
• Highly self-motivated and proactive.