Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of the Michigan's 10 million residents in all 68 Lower Peninsula counties.This position is for a configuration system analyst with proficiency in SAP CRM CIC 7.0 Enhancement Pack 3, SAP CRM Middleware, SAP C4C (Sales & Marketing), Interactions, Paymentus, Genesys, and BRF+ applications.The successful candidate for this role will be self-motivated, posses in-depth functional knowledge and have strong leadership potential. The candidate will be expected to provide expert level of understanding of the SAP CRM Customer Interaction Center specifically related to Move In/Move Out processes, Contract & Order Management processes, Customer Factsheets, Service Location Environments, Technical Data Environments, Interaction Records, Installation Plans, Account Balance, Device Details, Remote Disconnect/Reconnect, Payment Details. The candidate will also be expected to understand how SAP MIMO services are integrated with voice enabled Interactions Software using Tibco ESB, API Services, and SAP PO 7.4 SP9. Knowledge of SAP Enhancement Pack 7 and Internet Explorer 11 is preferred. This role will have accountibiliy for SAP CRM configuration and achitecture design changes for both SAP and non-SAP projects and enhancements for the Customer Experience & Operations area. Position requires analytical skills to research, study, design, implement, and support complex, large sized efforts.The candidate primarily functions as a team member, but may also lead smaller, coordinated, group efforts. Responsibilities:
•Analysis and resolution of complex technical issues/incidents.
•Coordinating the delivery of enhancements across multiple development teams (ABAP, Biztalk, Redwood).
•Providing Front Office technical expertise for enhancements and IT Projects in the areas of solution alternatives, design, configuration and testing.
•Working closely with business partners to gather and document business requirements
•Providing support to other Front Office analysts
•Ability to coordinate with users to determine requirements, analyze business problems, and identify technology solutions
•Independently performs increasingly complex analytical tasks
•Must have excellent verbal and written communication skills and be able to work with all levels of the organization
•Utility Contact Center experience integrating Interactions technology with SAP Requirements:
•A bachelor's degree is required; preferred field of study in Computer Engineering, Computer Science, Information Systems or other IT-related area.
•6+ years of experience working in an enterprise-size IT environment
•8+ years of SAP experience with concentration in SAP IS-U/CCS moduleOverviewThe IT Technical Job Family is utilized in Information Technology. Typically employees in this job family are required to design or maintain technology systems, to utilize various computer software programs, and to design, develop and/or provide advice and counsel on the operation of equipment, processes and procedures. They are responsible for ensuring adherence to laws and regulations applicable to Company employees. This job family includes Application Development, Infrastructure, Information Security, and Architecture. Nature of WorkDuties can include network management, software development and database administration. May also provide technical support to a business or an organization's employees and train non-technical workers on the business' information systems. May design systems and assess the effectiveness of technology resources already in use or new systems that are being implemented. Determines the practicality of changes and modification of systems. Works with external partners, including consultants, agencies and vendors, to arrive at the most appropriate system or integration of multiple systems. With information technology constantly changing, must stay up-to-date on emerging technologies and the potential effectiveness of these advancements in their current system. Essential FunctionsWorks closely with department managers and users to define and analyze business and operational problems, process improvement opportunities and requirements; analyzes operational and business mandates an... For full info follow application link.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.
