committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees.
Take advantage of a comprehensive benefits package. Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a, robust, highly competitive retirement plan and educational assistance. Note: Benefit offerings may differ between union and non-union employee groups Position Purpose Responsible for the daily administration
of Unitil's customer facing digital solutions, including the customer web portal, mobile application, Kubra Doc Web portal, customer notification library and alert portal as well as administration of the monthly bill campaign.
This web-savvy individual will execute outlined tactical objectives with the support of Product Owners and Unitil IT, provide reporting and analysis of self-service initiatives and programs, and be involved in the strategic planning of future digital product design initiatives. The incumbent will also liaise with the Quality Assurance & Training and Customer Experience departments to provide support and training to ensure the Contact Center can adequately assist
customers with digital product and self-service inquiries.
Principal Accountabilities 45% Communicate with IT software support and vendors to report, debug, build, and test system fixes or enhancements for Unitil customer-facing digital solutions and data sharing platforms. Develop comprehensive test plans as support tickets and system enhancements are ready for testing. Monitor TESS queue to prioritize critical system issues and respond quickly as fixes are available. Pull data and leverage online analytics tools used to report on digital product performance. 25% Set-up and test monthly bill campaigns and support coordination of monthly bill messaging.
15% Maintain the Company's notification library and alert system. Support the expansion of notification and alert offerings.10% Develop a rapport with the Quality Assurance & Training and Customer Experience Teams to coordinate testing efforts, review testing outcomes, and provide materials for the Contact Center to manage inbound customer self-service issues.5% Participate in monthly social and web on-call rotations. Serve on CIO Team when activated, including Company drills. Provide daytime social media support as needed. Qualifications A BS/BA in Digital Marketing, Communications, Computer Science or a related field.
A minimum of five years' experience supporting software project development and deployments. Experience with digital communications channels and best practices. Working knowledge of project management principles. Proven skills working with non-technical individuals with ability to effectively communicate and present technical information. Strong analytical skills and attention to detail. HTML proficient. Must demonstrate ethical and honest work habits, initiative, dedication and be able to respond well under stress. Creative thinker who is aware of emerging digital trends and can contribute to strategic goals regarding customer-facing digital solutions.
Polished written and oral communication skills. Strong organizational skills with ability to work independently and be self-directed. Last updated: PDN-9aebde91-26b2-478c-b7ed-85c54bab7335
