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CE Business Solutions Specialist - Varies - Regulated Utility

Date: Sep 14, 2020

Title: CE Business Solutions Specialist - Varies (Staff to Senior) - Regulated Utility
Company: Tampa Electric Company 
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days


The salary range for this multi-graded position varies and is based on skills, experience and education of the successful candidate.


What you will be doing if you are offered this position & accept:


Our CE Business Solutions/Support Specialist - Varies position is responsible for working with management and operational team members to align “meter to cash” business processes and solutions with organizational strategies to stabilize, support, optimize and improve TECO Energy’s investment in the SAP CRB (Customer Relationship Billing) solution.  Collaborates with all areas of the business for the development, standardization, and optimization of new or enhanced CRB processes and those of the CRB eco-system solutions.  Responsible for working with business partners, program managers and IT developers and professionals to implement business solutions leveraging the CRM/B solution that deliver the customer experience and entire cycle of service.  Supports the business use of critical IT technology within the CRB eco-system in a 24X7 environment, participates in technology projects and acts as liaison between IT and business owners, program managers and the business areas using the CRB and eco-system solutions. 


This role provides primary, first line triage and functional support for the CRB solution, drives successful integration across all functional modules within the CRB landscape as well as integration with the external eco-system, and serves as the process and SAP CRB/IS-U functional subject matter specialist. Participates in technology projects, and acts as liaison between IT and the operational areas for resolution of issues, testing and implementation of enhancements and upgrades.  Possesses a solid understanding of technology and business operations with subject matter expertise in the related business processes, supporting data, systems and vendor relationships.  Supports the deliverables required of technology projects.  Provides input to operational processes, program strategies, training and to change management for both internal and external stakeholders and participates in governance activities.


More specifically, the CE Business Solutions/Support Specialist will:


  • Conduct incident and request assessment and prioritization and liaise with business areas and technology support teams for resolution.   Ensure Service One incidents and requests are reviewed, updated and closed.  Support business area ownership of issue resolution through input to diagnostic and resolution processes. 


  • Participate in or lead development and review of solution requirements and development of user test strategies, and support testing and delivery of enhancements.  Develop, maintain and review documentation including process flows, interfaces, test plans and results. At higher levels of skill and position, act as business lead for project delivery through partnership with business areas and technology support teams by providing general oversight and input into all phases of the effort; developing users test strategies and participating in identification of business impacts, change management needs and training approach. 


  • Develop business and system knowledge relating to assigned functional areas and demonstrate understanding of the solution and relationships across functional modules and the CRB eco-system integration through participation in impact assessment of modifications and upgrades. Participate in business analytics activities. Establish and maintain relationships with 3rd party service providers in support of external integration with the CRB solution and across the eco-system and demonstrate this understanding through assessment of impact of modifications and upgrades to business operations, strategies and technology solutions.  Understand how the inter-relationship of the solutions delivers value and strategy realization.


  • Participate in or lead regular review with the business of strategy around the CRB solution related initiatives to prioritize delivery and obtain input and guidance on solution roadmaps and strategies. Spend time with business partners to support their understanding and use of the processes as defined and evaluate efficiency and success of outcomes to identify opportunities for improvement.  And develop and demonstrate an understanding of the business operations, policies and regulatory guidelines affecting them through identification of processes and policies that may be affected by technology solution modifications.


  • Supports ideation, feasibility analysis, business case development (including economic/financial viability), business planning, and implementation/operation of changes to existing solutions and design and implementation of new programs or solutions. Participate in project scope definition from developed business cases. Provide thought leadership to business analytics related activities.


  • Demonstrate understanding of the business operations, policies and regulatory guidelines affecting them througth facilitation of consensus around modifications to processes and policies. Analyze the evolving SAP capabilities to determine opportunities to optimize operational processes and functions in support of business goals.


  • Develop an understanding of the business and technical master data models, data governance and reporting. Assist in identification of data governance needs and assist the buseinss with governance strategies to remediate and avoid data related issues.


*Candidates may qualify in this multi-graded position as an CE Business Solutions Specialist to Solutions Specialist II, III or Senior based upon skills, experience, and education.  Consideration for higher level position will require more experience directly related to the duties of the job in addition to meeting more of the preferred qualifications and requires more independent judgment, accountability and oversight, leadership and/or subject matter expertise in performance of this position.


What you must have before you can be considered:


  • Associate degree in Business Management or related field (i.e. Accounting, Communications, Mathematics, Computer Information Systems, Engineering, etc.) from a regionally accredited institution.
  • Minimum of two (2) years related work experience performing the Duties & Responsibilities of this position supporting customer service operational use of technology solutions in a regulated utility environment.   
  • Conceptual knowledge of defined business processes. 
  • Verbal, written, organizational, analytical, presentation and interpersonal skills with the capacity to interact with team members. 
  • Ability to work in a collaborative team environment on fast-paced dynamic projects.
  • Demonstrated ability and competency for continual knowledge development. 
  • Knowledge of MS Office Suite.


In addition, the following it will help you stand out above the crowd:


  • Bachelor’s degree in Business Management or related field (i.e. Accounting, Communications, Mathematics, Computer Information Systems, Engineering, etc.) from a regionally accredited institution.
  • Additional direct/related experience over the minimum required above.
  • One (1) year of experience supporting SAP’s CRMB/IS-U solution in one of the respective functions (customer service, billing and rates, finance and credit or device management).
  • Also Structured Query Language (SQL), reporting or analytics responsibilities.
  • Solid knowledge of SAP CRB and enabled customer experience business processes.
  • Proficiency to advanced skills & experience in MS Office Suite.
  • Comfortable with change and seeker of innovation. 
  • Ability to learn, represent and articulate business processes to internal and external stakeholders and partners. 
  • Ability to evaluate, interpret, create, and communicate structured representations of business requirements, and to recognize risks and impacts of change and develop mitigation plans. 
  • Demonstrated ability and competency for continual knowledge development and knowledge transfer & provide leadership. 
  • Knowledge and practical experience with the following principles and concepts:  Customer experience operations and best practices, business acumen, problem solving, analytical skills, driving for results, and commitment to continuous improvement. 
  • High level of judgement and ability to influence CE strategy, process and programs.
  • Knowledge and practical experience with the following principles and concepts:
    • Strategic thinking, design thinking, ideation, conflict management, project management principles, business case development and review, financial analysis and reporting. 
    • Familiarity with systems development life cycle and project management principles.
    • Familiarity with relational database concepts and query writing. 
    • Advanced use of MS Excel, including pivot tables and advanced formulas.


Leadership Competencies:


  • Drives Business Excellence for Customers
  • Builds Collaborative Relationships
  • Cultivates Innovation and Embraces Change
  • Takes Ownership and Acts with Integrity
  • Thinks Strategically and Exercises Sound Judgment


TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!


STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.


TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.


Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.


Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. 



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