To lead Columbia Pipeline Group's customer service efforts by supporting a business processes team that will provide seamless interaction between external customers and IT resources in order to ensure that state of the art, market driven, nomination, scheduling, billing, contracting, and electronic bulletin board systems are designed, implemented, and maintained.
Management reserves the right to fill at a higher or lower level based on skills and experience.
Responsibilities:
Provide technical and business process direction for all issues related to the supported systems and the customer interface.
Communicate and collaborate with external and internal customers to analyze/interpret business information needs and translate them into application/operational requirements. Performs and coordinates system, user and requirements acceptance testing.
Support the design, implementation, and maintenance of business process and IT system needs related to all contracting, nominations, scheduling, allocations, billing, retainage collection, and operational reporting for the Columbia Gas, Columbia Gulf, Millennium, Crossroads pipelines, Hardy Storage, and other supported assets.
Must be a forward thinker, with a vision of how systems design can best meet the needs of today's dynamic natural gas market. A strong working knowledge of the nomination and scheduling function is preferred.
Must be comfortable working with minimal direction and providing insight to a cross functional team of internal and external customers. The position will require interaction and familiarity with the general job duties within the Gas Control, Measurement, and Customer Services groups.
Remains current on information related to and assures that the pipeline transaction management system complies with tariffs, contracts, interruption plans, regulatory requirements, and operational plans.
Act as liaison between CPG and the IT support to resolve issues and give technical direction on processes.
Train internal personnel and customer representatives on the supported systems.
Works with the Customers and Customer Service Representatives and Leaders to troubleshoot software issues and implement solutions.
Provide direction, insight, and training to other members of the Business Integration team.
Solves analytical problems for non-routine issues; ability to quickly determine when deviations or anomalies can lead to problems. Applies formal planning and analysis techniques for work.
Partners with Commercial Leaders to prepare and conduct team-leading initiatives; including training and direction; leads and develops training within the department.
Leads Commercial initiatives specifically coordinating the resources from various business groups, facilitating discussions to define the business process and associated system requirements, communicating those requirements to IT support, and managing the project from the business perspective all the way through to implementation.
Initiates actions that lead to process improvements.
Build and utilize effective and positive working relationships with other departments.
Communicates regularly with departments within Commercial Operations and various departments within the company to effectively manage change.
Desired Skills and Experience
Selection Criteria
Bachelor's degree in Business, Business Analysis, Computer Science, Engineering or related area plus 3-5 years of relevant industry experience is required.
Exceptional customer service skills required (both internally and externally).
Must be results oriented and possess strong skills in the areas of team facilitation, collaboration, negotiation, process mapping, problem-solving, stakeholder management, and project management.
Broad knowledge base of IT industry disciplines and approaches, proficient user of computer technology.
Excellent interpersonal/team-building skills are mandatory.
Strong analytical skills are mandatory.
Strong facilitation skills are mandatory; must be able to lead meetings efficiently, encourage healthy discussions to gather required information in order to make decisions, and achieve the meeting objectives.
Requires effective project management skills. Includes identifying needs based on business objectives, formulating a plan of action and effective execution of the plan.
Thorough understanding of North American energy market, Company tariffs, physical flow of gas, Company customer base, 24/7/365 obligations of customer service team, NAESB standards, and FERC regulations.
Maintains ongoing positive presence with co-workers, customers, other stakeholders and outside entities through professional communications; able to handle and resolve difficult situations.
Ability to convey information clearly and effectively; excellent oral and written presentation/communication skills.
Ability to design and deliver presentations and training to broad audiences.
Requires demonstrated ability to be self-sufficient and self-motivated.
Requires demonstrated proficiency in multiple functions, as well as successful assumption of increasingly technical projects and responsibilities.
Requires proven ability to provide expert technical advice to others in an accurate and timely manner.
Recognizes and actively seeks value added improvements.
Remains calm, effective and even-tempered in high-pressure circumstances or in confusing, chaotic, or demanding situations.
Effectively works independently and as a member of, or leader of, a team.
Effectively manages and completes multiple projects concurrently and timely.
Must be an effective listener and observer possessing the ability to translate knowledge obtained into appropriate action.
Must be able to effectively manage and execute tasks with multiple conflicting priorities.
