Job Description
Job Description
At ERCOT, our diverse and dynamic work environment provides a platform on which employees can work together to build the future of the Texas power grid and wholesale market utilizing the latest technologies and resources. We encourage you to join our talented, dedicated workforce to develop world-class solutions for today and tomorrow's energy challenges while learning new skills and growing your career.ERCOT is committed to fostering diversity and inclusion at all levels of our company. It is the cornerstone of our corporate values of accountability, leadership, innovation, trust, and expertise. We accept and celebrate those that join us and recognize that individuals with a wide variety of talents, ideas, and experiences propel the innovation that drives our success. A diverse and inclusive workforce strengthens us and allows for a collaborative environment to solve the challenges that face our industry today and in the future.ERCOT offers the flexibility to work both in and out of the office within the state of Texas, providing our employees with an enhanced work life balance.JOB SUMMARYPartners closely with the Service Desk Program Manager Lead with focus on improving our end user's IT support experience and operational productivity. Provide day to day support to Service Desk Operations and serve as a liaison to the managed service provider for the ERCOT Service Desk. Assists in facilitating ERCOT administration of managed services staff performance, quality assurance of work products and end user support.JOB DUTIES
- Understands and applies principles, theories and concepts related to the profession and ERCOT's culture.
- Use your strong analytical problem solving and conceptual skills and have the ability to own a task and work to completion
- Create, review and manage Service Desk and end user Knowledge Base Articles following ITIL methodologies
- Support management to assist in growth and refining of the Service Desk
- Functions as the customer relationship manager with ERCOT business units to improve their Service Desk experience
- May respond to inquiries, aid and/or provide guidance to lower level workers
ADDITIONAL JOB DUTIESSenior Level
- Assists service desk operations leadership in the event of a business continuity or disaster recovery event, including simulated events
- Ensure quality work and customer service excellence is achieved through managed services staff and relaying feedback to the Service Desk Program Manager Lead , inclusive of monitoring to issue resolution when needed
- Works alongside Service Desk Operations management to assist in the growth and refining of the Service Desk
- Create solutions to support issues within the Service Desk and managed service provider
- Assists in training the user community related to interfacing with the Service Desk
- Performs research and analysis of Service Desk Incident trends
- Documents process and procedures and maintain current support documentation
- Contribute to the ongoing management of knowledge for Service Desk and end users
- Stay updated with the latest trends and advancements in IT support practices, tools and technologies to drive continuous improvement and innovation
- Follow regulatory and internal controls, coordinating with managed services provider on any required evidence collection or remediation when issues are encountered.
- Identify improvements in product offerings, processes, systems and tools
- Oversees, and monitors critical path activities for the managed services providers and resolves issues or escalates issues as needed
- Serves as the liaison between business and technical resources and departments to manage the implementation of new system functionality, upgrades, system modifications, and day-to-day problem analysis, issue tracking, and resolution
- Assists in establishing standards, guidelines, security policies and quality assurance for service desk operations in partnership with the managed services provider and other ERCOT organizations
- Assist in monitoring service desk operations service level agreements (SLA) with managed services provider, remediating issues as required
- Builds and maintains effective long-term relationships with managed services provider and service desk operations customer base to ensure a high level of satisfaction for the managed services model
- Serves as the service desk operations representative on projects that require service desk operations input
- 24/7 rotational on-calls
REQUIRED EXPERIENCE
- Requires minimum 5 years job related work experience in excess of degree requirements
- Requires minimum 3 years experience in a Service Desk environment
- Requires experience with an IT Service Management platform, such as ServiceNow
- Requires excellent customer support and relationship management skills
- Requires experience with enterprise ITIL methodologies, Service Desk and IT service management disciplines
EDUCATION
- Bachelor's Degree : Computer Science, Business, Engineering or related field (Required)
- or a combination of education and experience that provides equivalent knowledge to a major in such fields is required
CERTIFICATION
- ITIL Foundation (Preferred)
WORK LOCATION - Taylor, TX:
- Employees will be required to be on-site in Taylor, TX at minimum 2 days per week, or more, as needed based on the business needs as determined by management
- On-site schedules are flexible or may be rotated based on business needs as determined by the Manager
- Remote work is required to be performed from your Texas residence.
- Employees may opt to work on-site more than required or 100% of the time
The foregoing description reflects the minimum qualifications and the essential functions of the position that must be performed proficiently with or without reasonable accommodation for individuals with disabilities. It is not an exhaustive list of the duties expected to be performed, and management may, at its discretion, revise or require that other or different tasks be performed as assigned. This job description is not intended to create a contract of employment with ERCOT. Both ERCOT and the employee may exercise their employment-at-will rights at any time.Expected Salary Range:$122,262 - $207,828
Job Tags
Contract work, Work experience placement, Flexible hours, 2 days per week,