Orange and Rockland Utilities, Inc.
Manager, OR Customer Service Customer Systems Support
Orange and Rockland Utilities, Inc., New York, New York, us, 10261
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Manager, OR Customer Service Customer Systems Support
role at
Orange and Rockland Utilities, Inc.
Our team is an IT customer‑related solutions provider committed to delivering and maintaining innovative and sustainable solutions for the customer service organization. We are currently seeking a Manager to lead and maintain systems development projects, including overseeing the O&R Data Analytics initiatives. The Manager will coordinate company efforts toward continuous improvement and maintenance of our customer applications and data analytics platform systems. The Manager will supervise Senior Systems analysts, Systems Analysts, and/or outside contractors. We are looking for an individual with a proven track record in managing IT software and data analytics‑related projects and staff.
Core Responsibilities
Meets with staff and users to prepare requirements analyses for enhancements to existing systems or new systems.
Develops functional scope and designs for new systems and enhancements of existing systems.
Follows up on recommendations, developing tangible implementation proposals, and if approved, developing detailed plans.
Provides technical leadership and maintains project schedules.
Provides contractor oversight and supports the project management processes.
Acts as the Lead for critical Customer Operations Data Analytics and Power Platform initiatives, including managing and supervising contractor and technical resources associated with developing and maintaining Data Analytics dashboards.
Analyzes existing applications and recommends improvements related to business process or technology infrastructure changes.
Manages and fosters relationships with and guides business users through an analysis process to prepare requirements documentation.
Manages staff to troubleshoot application production problems and resolve them.
Manages staff to perform unit integration, and systems testing, and sets up user acceptance testing for any sized project.
Manages and oversees staff that will code applications or work with vendors to install packages. Develops move strategies for complex projects, prepares packages for move to production and directs others in these activities. Reviews and approves proposed systems solutions, ensuring that data processing applications are designed to meet user requirements.
Provides quality assurance review; may act as Section Manager for specified projects of a limited duration.
Assists in programs to educate management and users in data processing techniques, systems capabilities and requirements, making presentations, as assigned, to all corporate levels.
Instructs, directs, and supervises the work of systems development personnel.
Identifies training requirements to the Section Manager.
Participates in the evaluation and selection of prospective additions to staff.
Required Education and Experience
Associate's Degree preferably in Data Analytics, Computer Science, Information Technology, Business, or applicable degree and a minimum of 5 years of relevant work experience.
Bachelor's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business, or applicable degree and a minimum of 3 years of relevant work experience.
Master's Degree preferably in Data Analytics, Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and a minimum of 2 years of relevant work experience.
Knowledge of Database Design/Analysis, Business Analysis, and/or Data Modeling.
Must have working knowledge and experience in data analytics and data analytics concepts.
Experience writing formal documentation and requirements.
Leadership experience, required.
Proven track record of strong verbal/written communication and presentation skills.
Must have excellent project planning and research skills.
Demonstrated flexibility and ability to handle multiple tasks and assignments while working under tight deadlines.
Experience and proficiency with SQL queries and Microsoft Word, Excel, PowerPoint.
Experience supervising technical staff, preferred.
Experience .NET programming, preferred.
Experience with Databricks, Microsoft Power Platform, and Power Automate, including Power BI, required.
Driver's License, required.
Physical Demands The selected candidate will be assigned a System Emergency Assignment (non‑business hours) and will be expected to work nights, weekends, and holidays.
Mission Statement Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company's mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.
Benefits
Rich medical & pharmacy benefits, including vision benefits.
Dental benefits.
Health Savings Accounts.
Health Care and Dependent Care Flexible Spending Accounts.
401(k) with robust matching.
Employer paid Pension Plan.
Employee Stock Purchase Plan with a generous matching contribution.
State of the art Employee Assistance Program.
Paid Parental Leave.
Generous paid time off plus paid holidays.
Family support: emergency backup child, & elder care assistance.
Social responsibility and volunteer opportunities.
Employee discount program.
Commuter Benefits.
Culture of growth and learning: career development; tuition reimbursement; recognition program.
Life and Long‑Term Disability Benefits.
EEO Statement Orange & Rockland is a proud EOE. All qualified applicants, regardless of race, color, religion, sex, sexual orientation, gender identity and/or expression, marital/partnership/civil union status, family or parental status, national origin, disability, military/veteran status, or any other factor, are encouraged to apply and will receive equal consideration based on merit, qualifications, and business need.
Seniority Level Mid‑Senior level
Employment Type Part‑time
Job Function Information Technology
Industry Utilities
#J-18808-Ljbffr
Manager, OR Customer Service Customer Systems Support
role at
Orange and Rockland Utilities, Inc.
Our team is an IT customer‑related solutions provider committed to delivering and maintaining innovative and sustainable solutions for the customer service organization. We are currently seeking a Manager to lead and maintain systems development projects, including overseeing the O&R Data Analytics initiatives. The Manager will coordinate company efforts toward continuous improvement and maintenance of our customer applications and data analytics platform systems. The Manager will supervise Senior Systems analysts, Systems Analysts, and/or outside contractors. We are looking for an individual with a proven track record in managing IT software and data analytics‑related projects and staff.
Core Responsibilities
Meets with staff and users to prepare requirements analyses for enhancements to existing systems or new systems.
Develops functional scope and designs for new systems and enhancements of existing systems.
Follows up on recommendations, developing tangible implementation proposals, and if approved, developing detailed plans.
Provides technical leadership and maintains project schedules.
Provides contractor oversight and supports the project management processes.
Acts as the Lead for critical Customer Operations Data Analytics and Power Platform initiatives, including managing and supervising contractor and technical resources associated with developing and maintaining Data Analytics dashboards.
Analyzes existing applications and recommends improvements related to business process or technology infrastructure changes.
Manages and fosters relationships with and guides business users through an analysis process to prepare requirements documentation.
Manages staff to troubleshoot application production problems and resolve them.
Manages staff to perform unit integration, and systems testing, and sets up user acceptance testing for any sized project.
Manages and oversees staff that will code applications or work with vendors to install packages. Develops move strategies for complex projects, prepares packages for move to production and directs others in these activities. Reviews and approves proposed systems solutions, ensuring that data processing applications are designed to meet user requirements.
Provides quality assurance review; may act as Section Manager for specified projects of a limited duration.
Assists in programs to educate management and users in data processing techniques, systems capabilities and requirements, making presentations, as assigned, to all corporate levels.
Instructs, directs, and supervises the work of systems development personnel.
Identifies training requirements to the Section Manager.
Participates in the evaluation and selection of prospective additions to staff.
Required Education and Experience
Associate's Degree preferably in Data Analytics, Computer Science, Information Technology, Business, or applicable degree and a minimum of 5 years of relevant work experience.
Bachelor's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business, or applicable degree and a minimum of 3 years of relevant work experience.
Master's Degree preferably in Data Analytics, Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and a minimum of 2 years of relevant work experience.
Knowledge of Database Design/Analysis, Business Analysis, and/or Data Modeling.
Must have working knowledge and experience in data analytics and data analytics concepts.
Experience writing formal documentation and requirements.
Leadership experience, required.
Proven track record of strong verbal/written communication and presentation skills.
Must have excellent project planning and research skills.
Demonstrated flexibility and ability to handle multiple tasks and assignments while working under tight deadlines.
Experience and proficiency with SQL queries and Microsoft Word, Excel, PowerPoint.
Experience supervising technical staff, preferred.
Experience .NET programming, preferred.
Experience with Databricks, Microsoft Power Platform, and Power Automate, including Power BI, required.
Driver's License, required.
Physical Demands The selected candidate will be assigned a System Emergency Assignment (non‑business hours) and will be expected to work nights, weekends, and holidays.
Mission Statement Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company's mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.
Benefits
Rich medical & pharmacy benefits, including vision benefits.
Dental benefits.
Health Savings Accounts.
Health Care and Dependent Care Flexible Spending Accounts.
401(k) with robust matching.
Employer paid Pension Plan.
Employee Stock Purchase Plan with a generous matching contribution.
State of the art Employee Assistance Program.
Paid Parental Leave.
Generous paid time off plus paid holidays.
Family support: emergency backup child, & elder care assistance.
Social responsibility and volunteer opportunities.
Employee discount program.
Commuter Benefits.
Culture of growth and learning: career development; tuition reimbursement; recognition program.
Life and Long‑Term Disability Benefits.
EEO Statement Orange & Rockland is a proud EOE. All qualified applicants, regardless of race, color, religion, sex, sexual orientation, gender identity and/or expression, marital/partnership/civil union status, family or parental status, national origin, disability, military/veteran status, or any other factor, are encouraged to apply and will receive equal consideration based on merit, qualifications, and business need.
Seniority Level Mid‑Senior level
Employment Type Part‑time
Job Function Information Technology
Industry Utilities
#J-18808-Ljbffr