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Customer Support System- Principal Analyst


Orange, CT, US



About AVANGRID: AVANGRID, Inc. (NYSE: AGR) aspires to be the leading sustainable energy company in the United States. Headquartered in Orange, CT with approximately $40 billion in assets and operations in 24 U.S. states, AVANGRID has two primary lines of business: Avangrid Networks and Avangrid Renewables. Avangrid Networks owns eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Avangrid Renewables owns and operates a portfolio of renewable energy generation facilities across the United States. AVANGRID employs approximately 7,000 people and has been recognized by Forbes and Just Capital as one of the 2021 JUST 100 companies - a list of America's best corporate citizens - and was ranked number one within the utility sector for its commitment to the environment and the communities it serves. The company supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2021 for the third consecutive year by the Ethisphere Institute. For more information, visit



  • Provide research and analysis of billing area requests to define and document business requirements, develop solutions employing technology and to support implementing billing models.
  • Assist in assessing the impact of proposed solutions or enhancements to other systems or business areas. 
  • Use project management abilities to coordinate development, testing, and implementation of system changes with IT (e.g., defining requirements, developing work plans, coordinating testing and cut over to production, and training end users). 
  • Use effective interpersonal and communication skills to liaison between the Customer Service, IT and/or system vendors.
  • Considered "expert" within Billing area with emphasis on technologies used and systems deployed. This includes knowledge of system operations, data retrieval and reporting via standard SAP querying & reporting tools.
  • Assist in implementing solutions and/or Billing Configuration changes to meet new as well as ongoing requirement from Billing, Bill Printing, Pricing, and Rate & Regulatory departments.
  • Act as liaison and communicate effectively with business users, vendors, and IT to resolve systems/application needs and issues.
  • Assist in assessing impacts of any application or system changes on business operations and other applications and systems.
  •  Anticipates business/regulatory needs & develops standards, process improvements and documentation for billing solutions.
  • Ensure that the business requirements of the proposed solution are incorporated into design specifications.
  •  Create testing strategies for proposed solutions and coordinate resources to plan and execute user acceptance testing.
  • Act as an experienced mentor to others in business area, provides training as required.
  • Transfers knowledge raise level of productivity and expertise of business unit.
  • Research business areas current systems/applications and processes to identify potential risks and opportunity to promote process improvements based on best business practices and utilizing functionality within business systems.
  • Promotes a customer service focus when approaching assigned projects and billing system trouble shooting.
  • Act as SME to support regulatory filings, may represent company at regulatory meetings, committees, or hearings.

Skills and Requirements

  • 5 - 7 years of experience with business systems (SAP highly preferred) in a billing environment. Knowledge of billing system administration, operations and analysis including data retrieval and reporting through vendor provided software. Ability to lead the introduction, enhancement, and maintenance of billing systems, including trouble shooting, mentoring of junior team members, and creating complex rate structures.
  • Demonstrated ability to communicate effectively with billing team, internal customers, IT, and system vendors. Familiarity with the system development life cycle and standard project management methodologies is desirable.

Education: BS/BA Degree:

  • A Bachelor’s degree in Computer Science, Business or other analytical discipline is preferred but can be substituted for relevant experience. 


  • Be a role model
  • Be agile
  • Collaborate and Share
  • Develop Self & Others
  • Empower to grow
  • Focus to achieve results
  • Technical Skills

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions.  This does not include those that will work for Avangrid Renewables

AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or

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