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Senior SME with oracle C2M

Next Gen IT IncUnited States🇺🇸United StatesPosted Oct 23, 2026

Quick overview

SeniorityMid Senior

Work modeHybrid

LocationUnited States

Posted20 hours ago

OracleSchedulingMicrosoft Teams

Job description

Title: Subject Matter Expert – Senior woth oracle C2M
Work Arrangement: Remote
Exp: 15+yrs

Interview Process: Microsoft Teams

This is a senior-level SME supporting cleint Customer Service Department through its C2M upgrade from version 2.6 to 2.9. The biggest focus areas are Oracle Utilities/C2M experience, change management, training, business process transformation, UAT, and documentation.

IMPORTANT / MUST-HAVES

12+ years of relevant industry experience in a utility environment
Strong Oracle Utilities implementation/upgrade experience
Hands-on experience with C2M and/or CC&B
Change Management + Training Management experience
Experience supporting large system implementations/upgrades
Ability to lead UAT, training, business process changes, and post-go-live support
Strong documentation experience: SOPs, user guides, training materials, quick-reference guides, etc.
Bachelor’s degree in Business, Communications, IT, or related field
Must be able to pass WSSC background requirements
Interviews will be conducted via Microsoft Teams

PROJECT OVERVIEW

WSSC’s Customer Service Department is upgrading its Customer-to-Meter (C2M) billing platform from version 2.6 to version 2.9.

The Senior SME will serve as a lead for the Customer Service organization throughout the implementation and upgrade, supporting technologies including:

Oracle Customer-to-Meter (C2M)
Customer Care & Billing (CC&B)
Utility Billing / CSIS/CC&B
Customer-facing portal integrated with C2M

This person will work across Customer Service and IT with project managers, developers, SMEs, and end users. The consultant will help assess how system changes impact existing business processes, lead organizational change and training activities, develop documentation, support UAT, and help drive user adoption through and after go-live.

KEY RESPONSIBILITIES

Lead the Customer Service side of technology implementations and upgrades related to C2M, CC&B, and utility billing systems.
Develop and execute change-management and training strategies throughout the project.
Perform early-stage impact assessments to identify business process changes and stakeholder impacts.
Develop communications supporting organizational alignment and system adoption.
Design and deliver role-based training programs.
Develop comprehensive training plans covering:

Training requirements
Resources
Scheduling
End-user training strategy

Lead train-the-trainer sessions and support trainers delivering instruction across the organization.
Design and facilitate end-user training.
Design and facilitate User Acceptance Testing (UAT).
Create and update business processes supporting the upgraded environment.
Provide post-launch/go-live support.
Continue supporting training for subsequent system updates and releases.
Support deployment of a customer-facing portal integrated with C2M for: