Connections SME

JobsCloseBy Editorial Insights

Jemena is hiring a Connections SME in Melbourne to own the end-to-end basic metering connection process from first inquiry to final resolution, ensuring smooth customer journeys while meeting regulatory obligations and KPIs. You’ll collaborate with the Zinfra JNS team, coordinate with Mondo and Startek, and navigate the ED regulatory landscape with confidence, focusing on building trusted relationships with customers, RECs and retailers. Bring utilities or energy sector experience, a customer‑first mindset, ability to interpret industry standards, and a track record of working with third‑party contractors. SAP knowledge and familiarity with the JEN portal are a plus. Expect meaningful career growth, an inclusive culture, and a role that values people and progress.

Connections SME   

About Us:

Jemena is an Australian energy company who own and operate more than $12.4 Billion worth of gas and electricity transportation assets across Australia supplying millions of households and businesses with these essential services every day.

We pride ourselves on our innovative approach, technical expertise, and dedication to safety, quality, and sustainability. Our Group’s over 3000 team members, consistently strive to make a difference in the communities we serve. 

Are you someone who thrives on making meaningful connections—between people, processes, and purpose? Join us in a pivotal role where your intuition for detail, your passion for customer experience, and your collaborative spirit will help shape how communities stay connected through reliable energy. 

As a Connections Subject Matter Expert (SME), you'll be at the heart of our end-to-end basic metering connection process, ensuring each customer's journey—from new supply requests to service alterations—is smooth, responsive, and aligned with both our regulatory obligations and service values. 

You’ll be the go-to person for all things related to basic connections—and more. This includes:

• Supporting the complete basic metering connection lifecycle, from first inquiry to final resolution.
• Receiving and processing customer requests for New Supply, Increase Supply, and Alterations on the Jemena Electricity Network (JEN).
• Collaborating with the Zinfra JNS team to keep a clear view on the new connections pipeline.
• Navigating the Electricity Distribution (ED) regulatory landscape with confidence.
• Making sure we meet all JEN KPIs and uphold our responsibilities within the regulatory framework.
• Adapting gracefully to evolving internal and external environments.
• Nurturing trusted relationships with our customers, including RECs and retailers.
• Coordinating closely with Mondo (our contestable metering partner) and Startek (our customer contact centre).
• Helping to resolve customer escalations with empathy, clarity, and efficiency.
• Identifying opportunities to streamline and improve how we manage basic connections. 

You don’t just manage processes—you care deeply about outcomes, people, and progress. You bring:

• Experience in the utilities or energy sector (highly regarded).
• A strong understanding of customer expectations in a dynamic energy landscape.
• Confidence in interpreting and applying industry standards and technical regulations.
• A proven track record in working with third-party contractors, ensuring quality and compliance.
• A passion for building long-term, trust-based relationships—internally and externally.
• A working knowledge of SAP, and ideally, familiarity with the JEN portal.
• A keen understanding of Jemena's core processes and how they impact the customer experience.
• Clear, compassionate, and confident communication skills.

Why you should come and work for us 

Our people are our energy source and we offer meaningful benefits and rewards that work for you. We offer the opportunity for long term career growth as part of our talent development and succession planning process. 

We are committed to developing a diverse and inclusive workforce that reflects the communities we are part of. We welcome applications from people of all ages, backgrounds, abilities, and identities. At Jemena, you belong. 

Recruitment Process 

During our recruitment process, you will be required to undergo pre-employment checks including pre-employment medical, reference checks and a national police check. Notice to Third Parties: Jemena does not accept unsolicited resumes (or liability associated with fees or costs) from recruitment agencies, search firms or third parties. Interested candidates are welcome to submit their application independently.