RIC - Project Manager HYBRID

RIC - Project Manager HYBRID

Vacancy expired!

Location: Richmond, VA
City of Richmond - Project Manager 4

HYBRID - At least 3 days per week ON-SITE

Customer Relationship Management Software Replacement/Upgrade Research Project – Project Manager – Scope of Needs 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, Live Chat, Service Order/Work Order Management, Order generation\\issuance, Tracking, Scheduling, Inventory management, Reporting, Data analysis, Metrics, Dashboards, Application Integration, ESRI GIS, Trimble City works, Hitachi Energy ABB Service Suite, Main saver 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.
<>Required/Desired Skills</>

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
6. Telework Meetings
Required
5
Years
7. Business intelligence
Required
5
Years
Mastery of project management methodology and experience or familiarity with major, defined program management approaches (PMI, Agile, Six Sigma).
Required
5
Years
Significant knowledge of project planning/scheduling tools (for example, Microsoft Project), with a solid track record of practical application.
Required
5
Years
Exceptional verbal and written communication skills; expertise in setting and managing group expectations.
Required
5
Years
Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of stakeholder trust and confidence.
Required
5
Years
Ability to lead project team to match solutions to business requirements, including leadership in research on current and emerging utility IT options
Required
5
Years
Ability to work collaboratively with project stakeholders (DPU and DIT)
Required
5
Years
Effectively communicating project needs and deliverables clearly to stakeholders
Required
5
Years
Responsive to feedback, especially in seeking feedback continually from stakeholders and in refining needs assessment and business processes
Required
5
Years
Achieving project timelines and milestones
Required
5
Years
Support for decision-making: gather comprehensive information, catalog, and disseminate knowledge of use to the organization
Required
5
Years

This position is a hybrid role. Candidate must be able to work on-site at least 3 days per week.