Req#: CTPbedjwH6MELoKEIi2LfYqqS4p5fG41AuDZhQpv2CY-Job Description
Acts as a liaison between IT, the business, and vendor to elicit, document, analyze, and validate processes, problems, and requirements for enhancement of existing ARCOS Callout system. Maintains, integrates, and implements software applications within the organization to ensure smooth, stable, successful, and timely implementation of updates to system. Provides Tier 2 support for incident resolution and request fulfillment and determines escalation. Works with represented (union) and non-represented (non-union) staff. This position is a member of the IT Grid Support team which provides Day 2 operational support for GIS, OMS, Autodesk, and ARCOS systems. The rest of the team is Managed Services, mostly based offshore in India. Must be a driver and comfortable to lead conversations/workshops with business. May sometimes have to attend to support calls during off hours or weekends.
What would “a day in the life” of this role look like?
Monitoring for new tickets in ServiceNow for Incidents and Requests and resolving open tickets within SLA by working with users and escalating to vendor and/or management if needed. Meeting with requesters of enhancements to clarify requirements and success criteria. Creating, refining requirements for, and estimating user stories in Jira for larger pieces of planned work, which could include analyzing data and documenting processes to provide improvement recommendations and fulfilling enhancement requests. Staying informed of ARCOS releases and changes. Regular meetings with key business partners and management to build relationships, discuss possible changes, and confirm priority of work.
What interaction level with this role have the team members and hiring manager?
Primarily solo work as ARCOS Subject Matter Expert on IT Grid Support team (currently 8 members) and will work with other IT and business partners to accomplish work. Operates independently and receives only a moderate level of guidance and direction from IT Grid Support lead and/or manager to confirm priority of work and resolve blocking issues. Provide daily/weekly status updates to managed services lead and hiring manager. Work with Managed Services lead/ hiring manager for escalations and risk mitigations.
What would you say is the top priority for the worker over the first few weeks/months?
Fulfilling outstanding requests while at the same time making sure the system is operating optimally.
What do you foresee being the biggest challenge in this role?
This role requires good task and time management to handle both the Business Analyst and System Administrator responsibilities while working independently.
Day to Day Responsibilities
- Business Analysis - Takes responsibility for investigative work to determine business requirements and specify effective business processes, through improvements in information systems, information management, practices, procedures, and organization change. Applies and monitors the use of modelling and analysis tools, methods and standards, giving special consideration to business perspectives. Collaborates with stakeholders at all levels, in the conduct of investigations for strategy studies, business requirements specifications and feasibility studies. Prepares business cases which define potential benefits, options for achieving these benefits through development of new or changed processes, and associated business risks.
- Analyze Data - Develops data and analytics products to improve how business is conducted and increases throughput through operational efficiencies. Employs appropriate algorithms to discover patterns. Shares data quality findings with data stewards and partners with data stewards on data quality definition and standards; includes experimental design approaches to validate findings by comparing appropriate samples. Develops approaches for validation.
- Customer Service Support - Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken.
- Sales Support - Communicates effectively with clients by telephone and writing and in person. Assists in the provision of customer service, including technical advice and guidance on matters bearing on the successful use of products and services. Assists in devising solutions to client requirements and solves straightforward problems.
- Application Support - Maintains application support processes and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate issues, collect performance statistics and create reports.
- Problem Management – Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures.
- Incident Management - Prioritizes and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.
- Software Configuration - Configures software and equipment and tests platform-specific versions of one or more software products. Reports the outcome of testing and identifies potential improvements to the process and to the software products according to agreed designs and standards.
RequirementsRequired Skills
- Bachelor's degree in business, computer science, engineering, management, data science or other related field or equivalent experience.
- Five or more years in related field. Prefer experience in or knowledge of crew management and/or outage response.
- Utilities industry experience is preferred1+ year admin experience with ARCOS Callout application & SQL reportingAdvanced oral, written, and interpersonal communication skills. Drive meetings & conversations with business.
- Intermediate analytical thinking and reporting skills
Top 3 Nice-To-Haves (Hard and/or Soft Skills)
- Intermediate business analysis discovery techniques, requirements definition and documentation
- Intermediate project management and change management skills
- Intermediate knowledge of crew management and/or outage response for a utility
About the companyNotice
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