Principal Analyst - Customer Service System

The base salary range for this position is dependent upon experience and location, ranging from $116,640 to $145,800 

What We Offer:

• Competitive benefits and growth opportunities

• Generous performance‑based bonuses

• 12% 401(k) match

• Comprehensive health, dental, and vision insurance

• Tuition reimbursement

• Professional development and clear career advancement pathways

For more information please visit: Benefits - Avangrid

Job Summary

Provide research and analysis of billing area requests to define and document business requirements, develop solutions employing technology and to develop and implement billing configuration models. Assist in assessing the impact of proposed solutions or enhancements to other systems or business areas. Use project management abilities to coordinate development, testing, and implementation of system changes with IT (e.g. defining requirements, developing work plans, coordinating testing and cut-over to production, and training end users). Use effective interpersonal and communication skills to liaison between Customer Service and IT staff and/or system vendors.

Key Responsibilities

• Considered "expert" within Billing area with emphasis on technologies used and systems deployed. This includes knowledge of system operations, data retrieval and reporting via standard SAP querying & reporting tools.
• Assist in implementing solutions and/or Billing Configuration changes to meet new as well as ongoing requirements from Billing, Bill Printing, Pricing, and Rate & Regulatory departments.

• Act as liaison and communicate effectively with business users, vendors, and IT to resolve systems/application needs and issues.

• Assist in assessing impacts of any application or system changes on business operations and other applications and systems.

• Anticipates business/regulatory needs & develops standards, process improvements and documentation for billing solutions.

• Ensure that the business requirements of the proposed solution are incorporated into design specifications.

• Create testing strategies for proposed solutions and coordinate resources to plan and execute user acceptance testing.

• Act as an experienced mentor to others in business area, provides training as required.

• Transfers knowledge and raises level of productivity and expertise of business unit.

• Research business areas current systems/applications and processes to identify potential risks and opportunities to promote process improvements based on best business practices and utilizing functionality within business systems.

• Promotes a customer service focus when approaching assigned projects and billing system trouble shooting.

• Act as SME to support regulatory filings, may represent company at regulatory meetings, committees, or hearings.

• Able to represent company at industry events.

Required Qualifications

Experience:

• Ten years of experience with business systems (SAP highly preferred) in a billing environment. Knowledge of billing system administration, operations and analysis including data retrieval and reporting through vendor provided software. Ability to lead the introduction enhancement, and maintenance of billing systems, including trouble shooting, mentoring of junior team members and creating complex rate structures.
• Demonstrated ability to communicate effectively with billing team, internal customers, IT and system vendors.
• Familiarity with the system development life cycle and standard project management methodologies is desirable.

Education:

• Bachelor's Degree in Mathematics, Research Methodology, Computer Science, Business or other analytical discipline.
• Masters Degree in analytical discipline is desirable.

Competencies

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or external)

• Communication

• Collaboration

• Leadership (people managers/leaders)

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Company:

THE UNITED ILLUMINATING COMPANY

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [email protected].

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions.  This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.

Job Posting End Date:

October-31-2026