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Operations Support Specialist Job

Position Type:
Rqd Education: Certification
Rqd Experience: Entry Level
Date Posted: October 11, 2020
Reference Code: 25355-en_US
Location(s): WI - Eau Claire

Are you looking for an exciting job where you can put your skills, talents and education to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A professional position at Xcel Energy could be just what you're looking for.

Xcel Energy is seeking an Operations Support Specialist to provide deskside support. This position will be based in Eau Claire, WI. During COVID-19 Pandemic this position may require the ability to temporarily work remote within the company service territory until company protocol dictates return to the office criteria has been met.

Preference will be given to candidates with the following skills and qualifications:
  • Advanced Windows 10 troubleshooting
  • Advanced Microsoft Office 365 troubleshooting
  • Knowledge of Active Directory
  • Knowledge of Windows Remote Assistance or other remote tools
  • Knowledge of MFA\RSA
  • Knowledge of VPN
  • Knowledge of CyberArk (preferred)

Position Summary
Responsible for supporting corporate level applications across the enterprise. Focus on improving business operational results and processes including design, development, integration and implementation of day-to-day processes, organization and technology solutions. Drives consistency and change by providing expertise and leadership to monitor continuous process improvement, and manage change. Develops and leverages a thorough understanding of and experience in enterprise applications and infrastructure to increase efficiencies, ensure consistency, and added value.

Essential Responsibilities
a) Effectively use monitoring tools and respond to alerts that impact the environment.
b) Monitor automated batch processing tools to ensure that all agreed service levels are met. Ensure the Problem and Escalation Management procedures are correctly followed and that all problems are recorded in the appropriate problem management tools.
c) Provide support and coordination for Severity Incidents, to resolve communication issues related to resolving business duty manager led situations. As a member of the operations team, answer daily calls for support related to operations lead issues. Ensure resolutions and documentation requirements are followed in resolving issues and assigning the operations incident to the proper area for Root Cause Analysis.
d) Anticipate, develop, and coordinate special projects in conjunction with operations leadership. Determine and develop operational improvements, track results and ensure tangible improvements are documented and communicated.
e) Assess, enhance and upgrade technical areas and work with system owners to address system issues and improve performance. Ensure system changes are incorporated and communicated effectively.
f) Maintain process documentation and steps for supporting all applications. This would include interaction with customers and vendor led support issues.
g) Ensure all control center, emergency response, and dispatch processes, and administrative processes are followed and in compliance with company regulatory requirements.
h) Communicate the critical project elements and gain organizational buy-in to successfully complete improvement projects identified by management. Create improvement projects which integrate organizational and technology changes. Effectively manage and assist others in managing change.
Minimum Requirements
  • AS/AAS/BS in related degree field, entry level certifications from accredited organizations, or equivalent documented experience.
  • At least two years experience in Operations, process management, process improvement in I/T Operations.
  • Experience in leading teams is preferred.
  • Experience with the following monitoring tools is preferred: HP Openview, Mercury ProMon, Mercury SiteScope, Badger, Network Node Manager, Microsoft Operations Manager, Magnum and IBM Director.
  • Excellent oral and written communication skills are required.
  • ITIL Foundations Certification preferred.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you're ready to be a part of something big, we invite you to join our team.

Posting Notes: WI - Eau Claire || WI - Eau Claire || United States (US) || Customer And Innovation || 56779:IT Deskside Support || Full-Time || Non-Bargaining ||

Requisition Number: 25355
Equal Opportunity Employer: Minority/Female/Disability/Veteran
Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com