Application Support Specialist - Utilities

Duration: 5 Month Contract

POSITION PURPOSE:

We seek an experienced Utility Operations Application Specialist to provide operational application support for our regulated utility, with primary focus on Mobile Workforce Management (MWM) and Enterprise Asset Management (EAM). This role serves as a key liaison between field/operations teams and technical delivery partners to ensure these mission-critical platforms are stable, secure, and optimized to support day-to-day utility operations.

The specialist will troubleshoot and resolve complex application and data issues, support reporting and integrations, and partner on configuration and enhancements within controlled change processes. The ideal candidate brings strong utility operations experience with hands-on technical skills—particularly SQL proficiency—to support and improve work execution and asset lifecycle business processes.

PRIMARY DUTIES / RESPONSIBILITIES:

• Administer, monitor, and maintain MWM and EAM applications to ensure reliable performance.
• Provide Tier 2/3 application support for end users (operations, field, dispatch, planners), including triage, troubleshooting, and root-cause analysis.
• Track incidents and requests in ServiceNow, coordinate resolution with internal teams and vendors, and document fixes/workarounds to prevent recurrence.
• Execute controlled changes: deploy configuration updates, support application upgrades/patching.
• Ensure data integrity, security, and compliance with required utility/IT controls (access management, audit evidence, change control, and documentation).
• Write and optimize SQL queries for data validation, troubleshooting, and operational reporting.
• Support integrations and data flows (APIs/interfaces) between MWM/EAM and dependent systems.
• Develop and maintain support documentation (runbooks, troubleshooting guides, configuration notes, etc).
• Assist with installation, configuration, and troubleshooting of required applications on desktop and mobile devices; coordinate with IT as needed to resolve device or deployment issues.
• Conduct user training and provide ongoing support to ensure optimal use of applications.
• Perform system health checks and proactively identify areas for improvement.
• Assist in project planning and execution for new application implementations or major upgrades.
• Participate in on-call rotation for critical system support.

QUALIFICATIONS:

Education / Experience / Background

• Bachelor's degree or equivalent required
• 5+ years of experience in utility operations and related applications
• Strong background in enterprise asset management and/or mobile workforce management systems (knowledge of Meter Management / AMI metering is a plus)
• Excellent problem-solving skills and attention to detail
• Strong communication skills and ability to work effectively with both technical and non-technical stakeholders
• Passion for environmental sustainability and desire to make a positive impact

Knowledge / Skills / Abilities

Required:

• Good understanding of utility operations and processes.
• Hands-on experience supporting Mobile Workforce Management (MWM) and/or Enterprise Asset Management (EAM) systems in a production environment.
• Strong SQL skills for troubleshooting, data validation, and reporting (Oracle and/or MS SQL Server preferred).
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication and interpersonal abilities.
• Experience working within IT service management and change control processes (ServiceNow/ITIL concepts).
• Ability to support and troubleshoot installations and configurations on Windows PCs and iOS devices, including connectivity, certificate/VPN, and version compatibility issues.
• Knowledge of IT security best practices.
• Data analysis and reporting skills.
• Understanding of compliance expectations in a regulated utility environment.
• Ability to translate business requirements into technical solutions
• Proficiency creating and maintaining support documentation.
• Experience with agile methodologies
• Commitment to continuous learning and improvement

Preferred/Plus:

• Experience with IFS MWM and/or specific EAM platforms (e.g., HxGN, Kloudgin).
• Metering/AMI or meter management exposure (e.g., Sensus, Itron, Neptune).
• Experience supporting integrations and interfaces (APIs, data flows) and coordinating issue resolution across teams/vendors.
• Exposure to scripting/automation (e.g., Python, PowerShell).
• Project coordination/management experience.

Certification / Licenses / Training

• Cloud Infrastructure Certification as a plus (AWS)

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT

• Local Position (Paramus, NJ) preferred with remote work allowed up to 2 days a week.
• Time flexibility required