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Analyst III or Sr.

3 months ago

New Orleans, Louisiana, United States Entergy Full time
Posting End Date:

Work Place Flexibility: Onsite

Legal Entity: Entergy Services, LLC

JOB SUMMARY/PURPOSE
  • The Senior Advanced Grid Operations Analyst (AGOA) is responsible for monitoring advanced grid equipment and ensuring secure connectivity, configuration, and device performance. Examples of advanced grid devices may include advanced meters, smart streetlights, intelligent electronic devices (IEDs) such as recloser or capacitor bank controls, and integrated distributed energy resources (DERs) such as batteries or utility-controlled customer loads like smart thermostats. The AGOA will monitor and analyze performance data for complex, automated, and integrated grid technology capabilities from a control center environment. For devices that are providing data to critical processes (like metering), the AGOA will work to ensure the timeliness, completeness and accuracy of the data being delivered. They will investigate process and technology exceptions-some of which must be resolved in a same-day timeline. Timely resolution of issues which impact electrical service to Entergy's customers may require the AGOA to work on weekday evenings or Saturdays. The AGOA will also perform analysis to drive long-term investments in mesh network coverage.
  • Working closely with IT operations, network engineers and business stakeholders, the Advanced Grid Ops Analyst will determine if any issues with device performance are local to a specific device or due to broader problems with telecom networks, IT systems or company data. They will coordinate the resolution of issues by initiating incident tickets and/or field service work orders so that the appropriate groups can take action-i.e. telecom support, utility servicemen, IT support, customer service, back-office, etc. The AGOA is also responsible for planning and implementing configuration changes to devices over the network-typically for a large population of devices. Configuration changes can include device firmware, programming, or settings changes. The AGOA will need to resolve exceptions that result from the execution of configuration changes.
  • The Senior AGOA provides subject matter expertise for the business processes that are enabled by utility technology platforms along with the architecture of the technical solutions that enable them. They will identify and implement process improvements using data insights and automation technology-including ideation, requirements definition and development of technology improvements. During projects to implement new or enhanced technology, they will develop and execute test scripts. They also will coordinate incident response when core operations have been impacted-engaging appropriate IT support teams and communicating across the enterprise with key stakeholders. In addition to developing effective process documentation and providing training to peers, they will produce metrics on core processes. The senior AGOA will present content to leadership on a regular basis-including performance trends, progress on continuous improvements and root cause analysis for major incidents.
JOB DUTIES/RESPONSIBILITIES
  • Responsible for timely resolution of issues that impact electric service to customers-i.e. troubleshooting any failure of remote connect/disconnect of advanced meters and trouble-shooting of integrated solution capabilities
  • Investigation of problematic devices-including coordination of work by other teams and any follow-up required for resolution; engaging partners in field services, IT, lab, telecom, back-office and customer service as needed
  • Resolving exceptions encountered during configuration changes to connected devices-i.e. meter metrology and firmware changes
  • Identifying problems with core IT systems and networks and engaging the appropriate technical teams to collaborate on trouble-shooting and drive resolution; driving IT partners to outcomes that meet the needs of our customers
  • Capturing incidents and problem management learnings as knowledge management use cases for training and archival purposes
  • Following established and approved procedures; contribute findings and experience towards updates to existing procedures; adhering to standard Service Management (problem, incident, and knowledge management) processes
  • Developing and implementing plans for changing device configuration across a large volume of devices-i.e. one million meters; managing risks, issues, and schedule during the execution of device change control activities
  • Monitoring the performance of robotic process automation tools-aka bots-and ensuring that those solutions have adequate controls for quality assurance; troubleshooting issues and resolving exceptions
  • Leading the development and optimization of reports, dashboards and automation tools for the purposes of realizing desired process outcomes-leveraging tools like Python and Microsoft Power Apps
  • Testing new process, procedure and technology releases to ensure seamless business operations during the execution of initiatives that impact the steady-state-i.e. major projects, software releases, vendor product upgrades, etc.; participating in change management planning and execution activities in support of these initiatives
  • Collaboration with peers across the enterprise to help develop solutions for complex issues-i.e. network performance optimization, human performance improvements, improved safety outcomes, IT system performance improvements, etc.
  • Tracking device events and alarms as needed over pre-determined time-frames to identify trends; conducting complex modeling, forecasting, and variance analysis to identify operational efficiencies involving devices-i.e. advanced electric meters-into priority categories; triaging actionable issues
  • Developing business processes and standard operating procedures; leading workshops to critically examine processes for integrity and efficiency; refining and creating new processes and procedures as necessary
  • Training peers and process stakeholders on process execution and use of applicable technology; serving as subject-matter expert for business processes being executed
  • Coordination of incident response-making operational decisions based on incident scope/severity, engaging appropriate teams across the utility/IT and communicating impact to stakeholders
  • Providing knowledge and insight on utility processes leveraging technology-supporting both continuous improvement and IT project efforts; communicating the impact of technology problems and enhancements to stakeholders so that effective business decisions can be made
  • Presenting operational performance to management regularly
MINIMUM REQUIREMENTS

Minimum education required of the position
  • Bachelor's Degree in science, engineering, math, business, or information technology required or 8 years of equivalent work experience.
    • Master's Degree preferred.
Minimum experience required of the position
  • Analyst, III: At least 4-6 years of professional experience; professional experience in a control/operations environment preferred-i.e. telecom, energy or utilities operations
  • Analyst, Sr: At least 6 years of professional experience; professional experience in a control/operations envrionment preferred-i.e. telecom, energy or utilities operations
Minimum knowledge, skills and abilities required of the position
  • Ability to work rotating Saturday shifts (from 8am to 4pm)-typcially one Saturday every 6-8 weeks; ability to work evening hours, weekends and holidays as needed to meet customer expectations
  • Effective written and verbal communication; ability to execute complex procedures and solve problems via critical thinking
  • Capable of learning to effectively work in all systems supporting utility operations-i.e. AMI Head-end System (HES), Meter Data Manager System (MDMS), Customer Care System (CCS), Enterprise Asset Management system Maximo, Geographical Information System (ArcGIS), Storm Assist, etc.
  • Ability to work independently without continuous oversight
  • Ability to investigate and resolve technical/data issues impacting the successful operation of connected devices-including remote operation and usage data capture for advanced meters
  • Analytical skill set with advanced knowledge and capability in Microsoft Office: Word, Excel, PowerPoint
  • General knowledge of database-related concepts and internet-of-things (IoT) concepts
  • Compentency performing data entry and system monitoring to assure data and transaction quality that impacts financial operations like customer billing
  • Ability to trouble-shoot and solve problems by analyzing data from multiple sources and timelines-including incorporating cost/benefit and operational risk analysis into decisions and recommendations
  • Ability to handle sensitive customer and operational information
  • Advanced knowledge of the various failure modes for advanced meter technology preferred-including identification and resolution paths
  • Basic understanding of enterprise/solution architecture preferred
  • Technical capability across multiple pillars of operational work-including automation, configuration management, and troubleshooting of connected devices
  • Ability to train peers in a similar work function
  • Able to present to management on core processes; able to identify/present solutions for performance/quality issues
Any certificates, licenses, etc. required for the position
  • ITIL Certification Preferred
OTHER ATTRIBUTES

Functional Knowledge -Knowledge (advanced) of utility operations, information technology service delivery model, metering, telemetry, intelligent electronic device (IED) or internet-of-things (IoT) concepts preferred; knowledge of the technology behind the operation and remote control of internet-enabled devices preferred; knowledge of mesh network concepts preferred
Business Expertise -Understanding of the utility business model preferred; advanced understanding of utility operations field practices preferred; understanding of ITIL practices preferred; understanding of how devices and their data are being used throughout the enterprise preferred

Leadership -Ability to organize and lead a team of peers and/or stakeholders to solve challenging problems; capable of thought leadership on core technology and processes

Problem Solving -Ability to identify problems and actively seek solutions both independently and engaging others for help; ability to identify and prioritize activities and tasks within a set of predefined constraints; ability to analyze data, identify trends, and determine the likely causes of problems

Impact -Responsibility for device data collection, device performance and proper execution of automated business processes-i.e. meter-to-cash; responsible for understanding the proper operation of technical solutions and processes to ensure the best value to the customers and organization

Interpersonal Skills -Ability to communicate clearly in person, over the phone and in writing; ability to problem-solve in a team environment; ability to transfer knowledge and train colleagues who are new in position

#LI-TM1

Primary Location: Louisiana-New OrleansLouisiana : New Orleans
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 114587
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI page, or see statements below.

EEO Statement:The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility:Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf.If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities:As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Entergy Pay Transparency Policy Statement:The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. 41 CFR c). Equal Opportunity and Pay Transparency .

Pay Transparency Notice:

Pay Transparency Nondiscrimination Provision )

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.