Service Manager

Overview Our team is an IT customer-related solutions provider committed to delivering and maintaining innovative and sustainable solutions for the O&R Customer Service organization. The candidate must be able to thrive in a dynamic, agile environment. This individual must be comfortable working with cross functional teams and customers. Must possess a passion for establishing structured and standardized framework for various department programs and initiatives. We are currently seeking a manager to lead and maintain system development projects, including managing the data analytic initiatives and future emerging technologies. This Manager will coordinate company efforts towards continuous improvement with customer application development & maintenance and data analytics platform systems. This Manager will supervise Senior Systems Analysts, Systems Analysts and/or third-party contractors. We are looking for an individual with a proven track record in managing IT software, data analytics platforms and related projects. Responsibilities Core Responsibilities The Senior Systems Manager is responsible for leading, managing, hiring, and coaching a high-performing team of employees as well as overseeing the design, delivery, and operation of critical Customer Operations systems and data platforms. Ensures implementation of safety, health, and environmental programs, promoting safe practices and regulatory compliance. Adheres to Company principles, business conduct standards, and procedures including EH&S, EEO, and security protocols. Fosters a customer-centric culture to build trust, improve service, and enhance stakeholder value. Meets with staff and end users to prepare requirements analyses for enhancements to existing and new systems. Develops functional scope and designs for new systems and enhancements of existing systems. Manage system recommendations, developing tangible implementation proposals, and developing detailed project plans for executing. Leads essential Customer Operations data analytics and power platform projects and dashboards, while managing staff of employees and third-party contractors. Provides technical leadership, contractor oversight and supports the project management processes for all initiatives. Identifies appropriate training requirements for the staff. Lead critical Customer Operations data analytic and power platform initiatives including managing and supervising contractors and technical resources. Ability to communicate effectively to technical and non-technical audience. Analyzes existing applications and recommends improvements related to business process or technology infrastructure changes. Manages and fosters relationships with and guides end users through an analysis process to prepare requirement documentation. Fulfills ad hoc requests from customers for regulatory and auditing inquiries. Performs quality assurance checks for all internal and external requests. Performs integrations and systems testing and assists in acceptance testing. Manage staff to troubleshoot application production and testing problems or development environment and resolve them. Manages staff to perform unit integration, systems testing, and sets up user acceptance testing for any sized project. Assists in programs to educate management and end users in data processing techniques, systems capabilities and requirements, making presentations, as assigned, to all levels of management. Manages staff that will code applications or work with third-party contractors to install packages. Develops strategies for complex projects, prepares packages for moves to production and directs others in these activities. Reviews and approves proposed systems solutions, confirming that data processing applications are designed to meet user requirements. Participates in the Companys emergency management processes and storm plans. Perform other related tasks and assignments as required. Qualifications Required Education/Experience Associate's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business or applicable degree and a minimum of 5 years of relevant work experience or Bachelor's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business or applicable degree and a minimum of 3 years of relevant work experience or Master's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business or applicable degree and a minimum of 2 years of relevant work experience. Relevant Work Experience Knowledge of Database Design/Analysis, Business Analysis, and/or Data Modeling. Must have working knowledge and experience in data analytics and data analytics concepts, required. Experience writing formal documentation and requirements. Experience in preparing and conducting presentations, required. Leadership experience, required. Proven track record of strong verbal/written communication and presentation skills, especially around analytical concepts and methods, required. Must have excellent project planning and research skills, required. Demonstrated flexibility and ability to handle multiple tasks and assignments while working under tight deadlines, required. Experience and proficiency with SQL queries and Microsoft Word, Excel, PowerPoint, required. Experience supervising technical staff, required. Experience with Databricks, Microsofts Power Platform, and Power Automate, including Power BI, required. Experience .Net Programing, preferred. Licenses and Certifications Driver's License Required Physical Demands Ability to respond to system emergencies Able to work in all weather conditions, i.e. excessive heat and/or cold Perform extended driving through heavy traffic and severe off-road conditions Ability to work in adverse conditions that include, noise, confined spaces, and high elevations Ability to climb ladders and stairs Ability to work on elevated platforms, scaffolds, catwalks, roofs, and/or other equipment Ability to work in inclement weather and adverse conditions (i.e., excessive heat, cold, noise, confined spaces) Ability to work with, and in, the vicinity of high voltage and/or other high-energy systems Ability to be approved to wear and use either a full or half-face respirator, without facial hair or other conditions that may interfere with the seal, in accordance with OSHA regulations Stand, walk, and climb ladders and stairs for the duration of the workday Stand, walk, lift, climb, bend, kneel, stoop, and/or reach for the duration of the workday Ability to travel to company locations to work on storm restoration and heat contingencies Wear necessary Personal Protective Equipment (PPE), i.e. fire-retardant clothing and safety harnesses Work rotating shifts, including nights, midnights, weekends, and holidays Use personal vehicle(s), and be able to transport, store, and secure company laptops and other job-related equipment in vehicle. Acknowledge that reimbursement for use of personal vehicle is available through the company mileage procedure Additional Physical Demands The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays. Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers. #J-18808-Ljbffr