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Job Title: Project Manager (Hybrid Onsite - Locals Only)
Location: Richmond, VA
Duration: 6 Months+
Job Type: Corp Corp / 1099 /W-2
Rate: $90/hr on C2C
Job Description:
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
LiveChat
Service Order/Work Order Management
Order generation\\issuance
Tracking
Scheduling
Inventory management
Reporting
Data analysis
Metrics
Dashboards
Application Integration
ESRI GIS
Trimble Cityworks
Hitachi Energy ABB Service Suite
Mainsaver
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.
Skill Matrix
Skill
Required /Desired
Amount
of Experience
Progressively responsible PM experience
Required
10
Years
Successfully managed detailed, comprehensive projects
Required
5
Years
Utility related work experience
Required
5
Years
Experience in leading diverse teams with multiple functions and responsibilities
Required
5
Years
Experience with implementation of Utility Customer Information System and Customer Relationship Management Software, which includes
Required
5
Years
1. Utility account information
Required
5
Years
2. Billing meter-to-cash flow process
Required
5
Years
3. Work order/service order management
Required
5
Years
4. Payment processing
Required
5
Years
5. System Integration with other utility platforms (i.e. GIS)
Required
5
Years
6. Application Interface(s)
Required
5
Years
Experience with these supporting processes:
Required
5
Years
1. Business needs assessment development
Required
5
Years
2. Fit Gap Analysis
Required
5
Years
3. Work flow development
Required
5
Years
4. Correspondence/Communication(s) management
Required
5
Years
5. Document storage, retrieval, and version control
Required
5
Years
