IT Applications Manager - Customer Engagement Systems
Full Time Perm
Shift: Hybrid – 2 days onsite 3 days remote
Location: Columbus, OH
Salary: $125,800 - $188,600, plus 15% annual bonus
Relocation Assistance Provided
The IT Customer organization is accountable for Customer facing systems, including Billing, Customer engagement Channels, Energy Supply trading, Call Centers, CRM, Sales, and Marketing. This organization also supports all regulatory and compliance projects, new products & services programs, and the Advance Metering Infrastructure program.
As part of NiSource IT Leadership team, Manager of IT Applications is accountable for the Customer Engagement portfolio including Call Center, Website, Mobile Application, Chatbot, CRM, Sales, and Marketing systems with support provided by both internal and external team members. The right candidate will provide leadership and day to day guidance to product and application support teams with the following desired outcomes:
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Continuously improve application value delivery, uptime, and stakeholder satisfaction
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Provide service ownership for assigned application domains.
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Continuously implement / improve best practices based on ITIL.
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Drive program delivery using NiSource PMO methodologies.
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Align with organizational strategies and priorities, partner with peer groups and develop multiyear technology roadmap.
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Relentless focus on the culture of safety, process compliance, accountability, and collaboration
Your responsibilities may include, but are not limited to:
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Manage product teams (Center for enablement) that will focus on build, run and continuous improvement themes for the assigned domains using NiSource delivery methodologies
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Develop people and build diverse high-performing teams
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Engage with stakeholders, manage their expectation and satisfaction, develop technology roadmaps collaborating closely with the peer groups. Develop and share holistic multiyear portfolio views of the domains owned
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Manage financials for assigned domains
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Foster Innovation by staying abreast of emerging technology trends and by assessing their potential operational uses/value at NiSource
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Participate in high level business case development, requirements elicitation and solution design
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Manage service provider SLAs and focus on system stability, resilience, security, and compliance
Minimum Qualifications
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Bachelors degree or equivalent work experience
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5+ years of experience in the applications technology space to include SDLC, program delivery, and working with service providers and distributed teams
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3+ years of experience in call center / telephony environment (Gensys, Nuance, NICE)
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2+ years of experience leading or supervising IT teams
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1+ years of experience in cloud technology
Preferred Qualifications
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Regulated utility experience strongly preferred.
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CCaaS experience preferred
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PMP and/or Agile certifications
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ITIL certification preferred
Disclaimer
The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.
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Work Authorization
Authorized to work in the United States without requiring sponsorship.
Inclusion & Diversity
Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.
Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.
Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.
Equal Employment Opportunity
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.
By applying, you may be considered for other job opportunities.
Safety Statement
Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.
Salary Range:
$125,800.00 - $188,600.00
Posting Start Date:
2024-10-11
Posting End Date (if applicable):
Please note that the job posting will close on the day before the posting end date.
What We Do
NiSource (NYSE: NI) helps energize the lives of its nearly 4 million natural gas and electric customers across six states. Our local utilities – Columbia Gas and NIPSCO – ensure that customers receive safe, reliable and affordable natural gas and electric service each and every day. Our business plan is focused on proactively investing in our energy infrastructure – approximately $1.4 billion a year – to ensure we meet and improve upon our customer commitments for the next 100 years.
We employ more than 7,000 of our neighbors who are actively engaged in the communities we’re privileged to serve, making them great places to live and call home. NiSource is headquartered in Merrillville, Indiana – about 35 miles from Chicago – and we maintain a significant corporate presence in Columbus, Ohio. Our utility operations also span Kentucky, Maryland, Pennsylvania and Virginia
