Specialist I

Job Summary

The responsibilities of the Work Management Specialist I/II/III and Principal are to support Customer Service and Operations (CSO) by performing business analysis to support the business decision-making needs of CSO.  The WM Specialist assists in formulating and defining system scope and objectives with an understanding of business systems and processes.  Also responsible for the implementation and configuration of enhancements to new and existing systems.  The WM Specialist defines specifications, conducts testing and assists in developing recommendations to solve problems related to business system operations.  This position has a role during storm restoration events.

Job Responsibilities

• Assists in building and maintaining business systems through a system development life cycle.
• Following established procedures, ensures systems are operating as designed, evaluates requests for changes to the system, provides routine system maintenance, documents system processes and procedures, suggests system improvements and makes daily decisions involving direct application of technical knowledge to system issues.
• Typically works on simple to moderately complex and smaller and more defined system projects to assess and refine user requirements and specifications, formulate solutions, develop test plans, conduct testing, and implement systems and system improvements.
• Articulates customer and technology requirements into structured documents and communications with customers and IT specialists such that the requirements from the customer and from IT can clearly be understood by the others.
• Typically assists more experienced business analysts in developing business cases for improving and/or developing systems.
• Maintains relationships with other IT areas. May assist in managing relationships with outside vendors.
• Follows standard procedures to ensure business systems are operating at an acceptable level of quality.
• Regularly monitors the use of routine controls (i.e., system uptime, batches, reports, queries), and assists end users in developing reports and/or database queries.
• Handles simple inquiries regarding the technical aspects of business systems by providing assistance to and coordinating work with IT staff and other business units.
• Follows standard procedures to provide functional and end‐user support including end‐user assistance, system maintenance, and troubleshooting.
• Assists in developing and rolling out system application training materials for technical, departmental and end users.
• Maintains system documentation that supports system initiatives through manuals, lesson plans and procedures.  May update system documentation under the guidance of more experienced business analysts.

Minimum Qualifications

• Bachelor’s degree required; in lieu of degree, 5+ years’ experience in the use of electric and gas distribution work management systems (STORMS, WMIS, OMS, etc.). 
• Valid driver's license.
• Possess excellent interpersonal, organizational and communication skills. 
• Ability to provide effective formal management presentations of strategic and operational business issues. 
• Strong analytical and computer skills with the ability to identify creative solutions to complex and abstract issues.

Preferred Qualifications

• Project management, operations experience, or process improvement experience.
• Familiarity with data analysis, reporting tools, and technology solutions used to improve operation efficiency and business decision-making.