Senior SME - Customer Service

About Our Company

Delmock Technologies, Inc. (DTI) is a leading HUBZone business in Baltimore, known for delivering sophisticated IT (Information Technology) and Health solutions with a commitment to ethics, expertise, and superior service. Actively engaged in the local community, DTI creates opportunities for talented residents while maintaining a stellar reputation as an award‑winning contractor, earning accolades like the Government Choice Award for IRS (Internal Revenue Service) Systems Modernizations.

This position is remote.

Delmock Technologies, Inc. is seeking a Subject Matter Expert to serve as the CSD lead during the implementation and upgrade of Customer Service technology, including Customer‑to‑Meter (C2M), Customer Care and Billing (CC&B), and the Utility Billing software (CSIS/CC&B) system. They will engage with the CSD and IT project managers, developers, subject matter experts (SMEs), and end‑users to assess business process changes affecting key stakeholders, guide employees through the transition to improve adoption, ensure that documentation accurately reflects system functionality, and provide post‑launch support.

• Leads the implementation and upgrade of all Customer Service technology, i.e., Customer‑to‑Meter (C2M), Customer Care and Billing (CC&B), and Utility Billing software (CSIS/CC&B) system, particularly as it applies to redesigned business processes, training, and change management.
• Develops and orchestrates change management and training methodologies in partnership with the Customer Service Department stakeholders throughout project implementation.
• Conducts early‑phase impact analyses to assess business process changes affecting key stakeholders and develops communication strategies to support organizational alignment.
• Designs and delivers role‑based training programs to ensure system proficiency, creates comprehensive training plans that identify needs, allocate resources, and optimize end‑user training schedules.
• Develops a comprehensive training plan that outlines requirements and resources and determines the best timing for end‑user training.
• Conducts train‑the‑trainer sessions to certify trainers for end‑user instruction and offer support in customizing and delivering training across the organization, and designs and facilitates comprehensive training programs.
• Updates and creates business processes to support seamless system adoption, provides post‑launch support for the initial implementation, and continues to deliver training and support for subsequent CCS updates and releases.
• Oversees the deployment of a customer‑facing portal integrated with C2M that provides users with access to account information, bill viewing, usage monitoring, and payment options.
• Develops and implements training programs focused on organizational change management. Key responsibilities included crafting and managing communications for both internal and external stakeholders, as well as leading the design and delivery of comprehensive training initiatives.
• Identifies performance gaps, designs strategic learning interventions, and evaluates outcomes to ensure continuous improvement.
• Creates documentation, including standard operating procedures, quick reference guides, user guides, training manuals, brochures, after‑action reports, and instructional videos.

• Bachelor’s degree in business, Communication, Information Technology, or related field.
• At least twelve (12) years of direct industry experience in the functional areas related to the subject matter specialty in the discipline in utility settings.
• Change management and training management experience for Oracle Utility implementations, integration with C2M, Customer Care & Billing, and related utility systems.
• Proven experience in coordinating and delivering training programs, mentoring staff, and implementing e‑learning solutions.
• Demonstrated experience in leading cross‑functional projects aimed at improving customer service performance, including initiatives involving AMI (Smart Metering), Customer Care, and Billing systems.
• Organizational Change Management, Instructional Design, Leadership &…