Job posting

Oracle Customer Care & Billing – OCM LEAD

Main and Mission is a rapidly growing energy and utilities consulting organization and have positions available for those who want to be part of a growth journey, empathize with one another, and deliver high-quality solutions..

We are seeking a highly skilled and motivated OCM Lead to join our team for a critical role involving the implementation and management of Oracle Customer Care and Billing (CC&B) systems for a utility company based in North America.

The ideal candidate will have a strong background in change management, possess excellent leadership skills, and have a comprehensive understanding of the Oracle CC&B platform. The OCM Lead will be responsible for overseeing the planning, execution, and monitoring of change management strategies, while ensuring the seamless integration and the adoption of the Oracle CC&B system within the organization, on time and within budget.
In a position of professional influence, you will frequently operate at the leading edge of technology, exercising creativity and independent judgement in helping drive a successful implementation through industry best practices, product knowledge, and business acumen.
The successful candidate should possess in-depth knowledge of the utility industry and be able to demonstrate, through direct experience, the ability to lead and deliver change initiatives across various Oracle implementations.

Key Responsibilities:

  • Develop and execute comprehensive change management strategies tailored to the specific needs of the organization, including communication plans, stakeholder analysis, and training programs.
  • Collaborate with key stakeholders, including utility executives, departmental heads, and end-users, to ensure alignment with project goals and objectives, and to foster a culture of engagement and buy-in from the organization.
  • Oversee the design and delivery of training programs for end-users to ensure a smooth transition to the Oracle CC&B system, while providing necessary resources and support through the training process.
  • Identify potential risks and challenges associated with the implementation of the Oracle CC&B system, and develop proactive strategies to mitigate these risks, ensuring minimal disruption to operations.
  • Establish key performance indicators (KPIs) to assess the effectiveness of the change management strategies, and regularly monitor and report on the progress of the implementation.
  • Maintain comprehensive documentation of the change management process, including reports, analysis, and feedback while providing regular updates to project stakeholders and management.
  • Provide guidance and leadership to the change management team, while fostering a collaborative and supportive work environment to ensure the success of the program.
  • Continuously evaluate the effectiveness of the change management strategy and processes to identify potential areas for improvement and optimization to enhance the overall implementation process.
  • Serve our clients as a trusted advisor, leveraging best practices in the industry with Oracle solutions.
  • Partner with client business leadership to educate their organization on key changes to current business processes.
  • Map client requirements to standard C2M business processes forming the basis of subsequent billing and rates process-based discussions.
  • Conduct business process workshops to intimately understand existing client billing and rates processes, determine future state goals, and identify gaps.
  • Provide solution options, knowledge- and experience-based recommendations, and projected impacts to address billing and rates business process gaps.
  • Document future-state business process definitions, required configuration, and functional designs for necessary extension development.
  • Implement, and unit and string test necessary configuration.
  • Support functional system and integration testing and training activities related to their respective functional area of expertise.
  • Execute and enforce the project issue and risk identification, troubleshooting, decision-making, mitigation, and escalation processes to ensure quick and effective problem resolution.
  • Execute and enforce environment management discipline ensuring efficient management of billing and rates configuration.
  • Support go-live and deployment activities associated with billing and rates functionality and processes.

Preferred Qualifications:

  • Minimum of 8 years of experience in change management, preferably in the implementation of Oracle Customer Care and Billing (CC&B) systems in the utility industry.
  • Strong understanding of Oracle CC&B functionalities and configurations.
  • Implementation experience with Oracle Utilities Customer Solutions or relevant competing software:
    • Customer Care and Billing (Oracle CC&B)
    • Customer to Meter/Customer Cloud Service (C2M / CCS)
    • Meter Data Management/Meter Solution Cloud Service
    • Billing Cloud Service
  • Excellent leadership and interpersonal skills with the ability to effectively communicate and collaborate with a diverse set of stakeholders.
  • Either direct employment with a utility or deep knowledge of utility business processes gained through consulting.
  • Knowledge of the Meter to Cash process.
  • Certification in change management (ex: Prosci, ACMP) is a plus.

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