Title: Subject Matter Expert – Senior with Oracle C2M Work Arrangement: Remote Exp: 15+yrs Applicants must be legally authorized to work in the United States without restriction now and in the future. The company will not sponsor employment visas for this role Interview Process: Microsoft Teams This is a senior-level SME supporting cleint Customer Service Department through its C2M upgrade from version 2.6 to 2.9. The biggest focus areas are Oracle Utilities/C2M experience, change management, training, business process transformation, UAT, and documentation. IMPORTANT / MUST-HAVES 12+ years of relevant industry experience in a utility environment Strong Oracle Utilities implementation/upgrade experience Hands-on experience with C2M and/or CC&B Change Management + Training Management experience Experience supporting large system implementations/upgrades Ability to lead UAT, training, business process changes, and post-go-live support Strong documentation experience: SOPs, user guides, training materials, quick-reference guides, etc. Bachelor’s degree in Business, Communications, IT, or related field Must be able to pass WSSC background requirements Interviews will be conducted via Microsoft Teams PROJECT OVERVIEW WSSC’s Customer Service Department is upgrading its Customer-to-Meter (C2M) billing platform from version 2.6 to version 2.9. The Senior SME will serve as a lead for the Customer Service organization throughout the implementation and upgrade, supporting technologies including: Oracle Customer-to-Meter (C2M) Customer Care & Billing (CC&B) Utility Billing / CSIS/CC&B Customer-facing portal integrated with C2M This person will work across Customer Service and IT with project managers, developers, SMEs, and end users. The consultant will help assess how system changes impact existing business processes, lead organizational change and training activities, develop documentation, support UAT, and help drive user adoption through and after go-live. KEY RESPONSIBILITIES Lead the Customer Service side of technology implementations and upgrades related to C2M, CC&B, and utility billing systems. Develop and execute change-management and training strategies throughout the project. Perform early-stage impact assessments to identify business process changes and stakeholder impacts. Develop communications supporting organizational alignment and system adoption. Design and deliver role-based training programs. Develop comprehensive training plans covering: Training requirements Resources Scheduling End-user training strategy Lead train-the-trainer sessions and support trainers delivering instruction across the organization. Design and facilitate end-user training. Design and facilitate User Acceptance Testing (UAT). Create and update business processes supporting the upgraded environment. Provide post-launch/go-live support. Continue supporting training for subsequent system updates and releases. Support deployment of a customer-facing portal integrated with C2M for: Account information Bill viewing Usage monitoring Payment functionality Identify performance and knowledge gaps and develop targeted learning solutions. Evaluate training outcomes and make improvements as needed. DOCUMENTATION RESPONSIBILITIES Candidate should have experience developing: Standard Operating Procedures (SOPs) Quick Reference Guides User Guides Technical/User Documentation Training Manuals Brochures After-Action Reports Instructional Videos Business process documentation REQUIRED / PREFERRED EXPERIENCE Education Bachelor’s degree in Business, Communications, Information Technology, or related field Master’s degree or PhD preferred General Experience: Minimum 12 years of direct industry experience related to the SME discipline Utility industry experience strongly required based on the task order