The California Independent System Operator (ISO) manages the flow of electricity across the high-voltage, long-distance power lines that make up 80 percent of California's power grid. We safeguard the economy and well-being of 30 million Californians by operating the grid reliably 24/7.

As the impartial grid operator, the California ISO opens access to the wholesale power market that is designed to diversify resources and lower prices. It also grants equal access to 25,865 circuit-miles of power lines and reduces barriers to diverse resources competing to bring power to customers.

The California ISO's function is often compared to that of air traffic controllers. It would be grossly unfair for air traffic controllers to represent one airline and profit from allowing that company's planes to go through before others. In the same way, the California ISO operates independently—managing the electron traffic on a power grid we do not own—making sure electricity is safely delivered to utilities and consumers on time and reliably.

Under the general direction of the Manager, provides communication, coordination, and implementation expertise to determine all external impact to customers and customer readiness needs for all ISO projects and releases.  Participates in projects involving software patches/enhancements, hardware changes, tools, and other similar efforts.  Responsible for requirements analysis and documentation on project/tool related activities, review/feedback on user interface designs, user acceptance testing, process improvement activities, and helps determine the needs for customer communications and training.

What You Will Be Doing

• Acts as the liaison for all change initiatives or releases to determine the impact on customers, including releases/projects, off the shelf software applications, and technology upgrades/patches. Partners with IT and Project Management to identify deployment and business process impacts to customers. Develops change management plans for projects and/or change initiatives. Identifies possible risks and develops risk mitigation tactics in coordination with the Customer Readiness and Customer Experience teams. Responsible for post-production follow up activities such as issue tracking, variance patches, internal training, customer inquiries/tickets, and management communications.  
• Coordinates changes, such as variance patches, enhancements, projects and system deployments that impact customers with both the Customer Readiness and Customer Experience teams. Works across Customer Service, IT and Operations divisions to understand impacts, coordinates timing of implementation, approves changes through CAB process, and communicates directly with IT, Operations, Project Managers, trainers, Customer Representatives, Account Managers and management to minimize impact to external customers.
• Supports the development of communications and training relevant to change initiatives. Works closely with Customer Readiness trainers to determine which changes need to be communicated to external customers and what is the best medium for that communication. Assists with other work as needed by the Customer Readiness team which may include (but is not limited to): stakeholder training needs assessment, communications, change readiness, and end-user training. 
• Assists with development and delivery of communications for internal ISO staff on customer impacting projects as needed.
• Participates in process improvement activities to improve department and cross-functional processes. Attends business meetings, and collaborates with ISO colleagues to develop "best practices" policies and procedures, and to identify and resolve issues to help create a flexible and efficient organization.

Level of Education and Discipline

• A Bachelor's degree (BA, BS) or equivalent education, training or experience in Business, Project Management, Organizational Development, Engineering, Computer Science, or related field. 

Amount of Experience

• Equivalent years of education and training, plus two (2) or more years related experience..

Certifications

• Change Management Professional and/or Project Manager Certification preferred but not required.

Type of Experience

• Experience with change management processes and working across organizations. Experience with conflict resolution. Utility/power industry, preferably ISO with market design or operations background is highly desired. 

Additional skills and abilities:

• Good understanding of change management principles, techniques & tools.
• Strong verbal and written communication and documentation skills required, with a demonstrated attention to detail. 
• Ability to use deductive reasoning and analytical thinking with sound judgment and decision-making skills. 
• Strong interpersonal and conflict resolution skills are also essential. 
• Must be self-starting and willing and able to work independently in a dynamic corporate organization under pressure of tight deadlines and aggressive expectations. 
• Problem solving skills with the ability to influence others without direct authority.
• Must be able to work effectively in a team environment as facilitator and team member. 
• Must be proficient with Microsoft Office Suite.  
• Must be able to work effectively in a team environment.   

All your information will be kept confidential according to EEO guidelines.