Business Technology Support Associate IT Analyst

Versant Power is looking for a Business Technology Support Associate IT Analyst to deliver first-tier technical support and coordinated incident handling for its Customer Information System (CIS) and interfacing applications. This onsite role in Bangor, ME focuses on daily production support, triage and escalation of CIS production issues, data corrections, and support for testing of changes and upgrades, while maintaining documentation and audit controls.

Role and daily focus

The Business Technology Support Associate IT Analyst provides general management of issues and incidents tied to day-to-day operations of the company’s Customer Information System (CIS), along with connected systems including GIS (Geospatial Information System), MDM/MV90 (Meter Data Management), and KUBRA. The role serves as a technical liaison between business operations and IT, offering first-tier support for the CCC (Customer Care Center), billing and payments, and line operations, while helping ensure business-impacting applications are restored and communicated appropriately.

Responsibilities

• Support daily production operations for Cayenta Utilities CIS and other systems interacting with CIS, including online services, GIS, OPower, PowerSmart, PowerOn, AMI, and additional IT-supported systems.
• Provide first-tier technical support for the CCC and billing-related systems; troubleshoot CIS-related issues as they arise.
• Communicate business system interruptions and restoration status for related applications, and contribute to departmental success by sharing knowledge of business process changes and/or new programs.
• Escalate to second-level tier support when issues are not identified as training-related.
• Maintain a thorough understanding of MPUC Chapter 815 rules and how they are operationalized within CIS systems, including compliance tracking via a spreadsheet for business functions that involve CIS (reporting, mailing inserts, and compliance activities).
• Perform functions for annual CIS-driven mailings, including items such as Private Line Letters, Life Light letters, and Payment arrangement offering letters.
• Facilitate weekly discussion with business stakeholders to prioritize CIS production issues and manage business owner expectations around work prioritization.
• Perform data correction and configuration in support of CIS systems and systems that interact with CIS.
• Support CIS end-users with creation, acceptance, and messaging tied to production incidents within the CIS system.
• Support testing of system changes and upgrades, and document test plans and results.
• Document system issues, resolutions, and changes for audit purposes.
• Coordinate with IT on system change implementation and help analyze business impacts when bill errors are identified.
• Coordinate with business owners, IT, and the CCC to triage bill error impacts, support processes and controls to identify and document potential bill errors, and establish corrective measures.
• Provide ongoing updates to business stakeholders on the status of bill error corrections and fixes.
• Manage user access and password resets for supporting applications involving CCC functions, including KUBRA and Payment Technologies.
• Validate daily Bill Print outputs from CIS to KUBRA for completeness and accuracy as an audit control.
• Maintain billing messages within CIS and KUBRA for paper and electronic messaging.
• Establish Campaigns within KUBRA for mail inserts and coordinate with Communications on timing and customer counts.
• Create and maintain customer correspondence used by the Document Template Manager (DTM) within KUBRA.
• Coordinate internal and external Data Requests (including recipients such as Efficiency Maine and MPUC), gathering data and transferring it electronically when required.
• Maintain and create Item Types within CIS as required (including EDI-related marketer creation and new business processes such as NEB), requiring understanding of payment matching functionality.
• Create and monitor tickets to facilitate CIS issues using systems such as EasyVisaService Now and Trello, and external systems including Caystone (used for CU testing) and the Cayenta HUB for internal tracking.
• Manage KUBRA Support cases, including ticket creation and tracking and biweekly meetings.
• Facilitate updates for the CSC Helpscreen (including bill and read schedules, reporting templates, and training materials).
• Coordinate with the webmaster tech group on electronic billing issues for online services.
• Perform other duties as assigned, including designated responsibilities associated with system restoration.
• Support CCC operations during outage situations.

Requirements

• Bachelor’s Degree preferred; experience may be substituted for education.
• Excellent oral and written communication skills.
• Ability to resolve problems independently and cooperatively with business peers.
• Ability to analyze data and troubleshoot problems.
• High level of customer sensitivity and ability to manage multiple priorities concurrently.
• Experience with MS Office applications, specifically Word and Excel.
• Experience with customer service-related MPUC regulations and software applications preferred.
• Demonstrated ability to appropriately escalate questions to the correct Versant Power individuals supporting the CIS project.

Technologies

• Cayenta Utilities CIS
• GIS (Geospatial Information System)
• MDM/MV90 (Meter Data Management)
• KUBRA
• Caystone
• Cayenta HUB
• EasyVisaService Now
• Trello
• Document Template Manager (DTM) of KUBRA
• MS Office (Word, Excel)
• OPower, PowerSmart, PowerOn, AMI
• EDI
• Online services
• Efficiency Maine (mentioned as an external data request recipient)

Compensation and employment details

Salary: USD 59,120 - 88,680 per year (rate commensurate with experience and qualifications). Posted: 11/13/2026.

Application information

• Non-Bargaining Unit, Regular and Term employees with at least six (6) months of satisfactory job performance and attendance records in their current job may apply for posted positions.
• This job description is subject to change at any time.
• Versant Power is a drug-free, tobacco-free, and fragrance-free workplace and an equal opportunity employer.

Physical and mental job requirements

• Position is substantially sedentary.
• Excellent organizational and interpersonal skills.
• Excellent oral and written communications skills.
• Requires visual and mental concentration.
• May be somewhat stressful and high paced.