16 Aug
Virginia,
Richmond
, 23173
Richmond
USA
Vacancy expired!
Location: Richmond, VACity of Richmond - Project Manager 4HYBRID - At least 3 days per week ON-SITECustomer Relationship Management Software Replacement/Upgrade Research Project – Project Manager – Scope of Needs The City of Richmond Department of Public Utilities (DPU) is researching the feasibility of replacing or upgrading its current Customer Relationship Management System (CRM) platform to enhance and support the daily operations of the utility department. DPU is seeking an experienced project manager to guide the Department in the development of its needs assessment and business processes for a replacement program or upgrade option as well as help to identify current CRM technologies. The development of the needs assessment and business processes will take input from all divisions in DPU and the Department of Information Technology (DIT) as well as all users of the current CRM to determine what enhancements, features, functions and capabilities of a new system are needed to deliver: Increased operational efficiency, customer satisfaction and benefits to the Utility and customers as well as a reduction in costs (TCO). Functions of the needs assessment research project will include:-Meter-to Cash Flow Process, Metering, Billing, Account receivable/payments, Revenue Recovery, Cloud Based Solution, Smart Meters, Customer Service/Relationship Management, Customer Self-Service, Payments, ?Real Time Account Information, Live Chat, Service Order/Work Order Management, Order generation\\issuance, Tracking, Scheduling, Inventory management, Reporting, Data analysis, Metrics, Dashboards, Application Integration, ESRI GIS, Trimble City works, Hitachi Energy ABB Service Suite, Main saver The information gathered through the needs assessment (research project) will be used to develop a comprehensive list of requirements and business processes that will guide the Department in the preparation of a solicitation for a new customer relationship system or if upgrades to the current system are appropriate. The research project will also investigate to determine if the CRM solution will best be served as a specific platform for DPU or if a broader City wide solution is the better approach to manage customer service.Additional projects will be initiated to implement the selected platform and make any required customizations and integrations.<>Required/Desired Skills</>SkillRequired /DesiredAmountof ExperienceProgressively responsible PM experienceRequired10YearsSuccessfully managed detailed, comprehensive projectsRequired5YearsUtility related work experienceRequired5YearsExperience in leading diverse teams with multiple functions and responsibilitiesRequired5YearsExperience with implementation of Utility Customer Information System and Customer Relationship Management Software, which includesRequired5Years1. Utility account informationRequired5Years2. Billing – meter-to-cash flow processRequired5Years3. Work order/service order managementRequired5Years4. Payment processingRequired5Years5. System Integration with other utility platforms (i.e. GIS)Required5Years6. Application Interface(s)Required5YearsExperience with these supporting processes:Required5Years1. Business needs assessment developmentRequired5Years2. Fit Gap AnalysisRequired5Years3. Work flow developmentRequired5Years4. Correspondence/Communication(s) managementRequired5Years5. Document storage, retrieval, and version controlRequired5Years6. Telework MeetingsRequired5Years7. Business intelligenceRequired5YearsMastery of project management methodology and experience or familiarity with major, defined program management approaches (PMI, Agile, Six Sigma).Required5YearsSignificant knowledge of project planning/scheduling tools (for example, Microsoft Project), with a solid track record of practical application.Required5YearsExceptional verbal and written communication skills; expertise in setting and managing group expectations.Required5YearsStrong knowledge and understanding of business needs, with the ability to establish and maintain a high level of stakeholder trust and confidence.Required5YearsAbility to lead project team to match solutions to business requirements, including leadership in research on current and emerging utility IT optionsRequired5YearsAbility to work collaboratively with project stakeholders (DPU and DIT)Required5YearsEffectively communicating project needs and deliverables clearly to stakeholdersRequired5YearsResponsive to feedback, especially in seeking feedback continually from stakeholders and in refining needs assessment and business processesRequired5YearsAchieving project timelines and milestonesRequired5YearsSupport for decision-making: gather comprehensive information, catalog, and disseminate knowledge of use to the organizationRequired5Years This position is a hybrid role. Candidate must be able to work on-site at least 3 days per week.
Vacancy expired!
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