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Sr. Operator, Integrated Operations Center

Company: American Water
Location: Camden
Posted on: November 21, 2022

Job Description:

Share Our Purpose. Be Yourself. Feel Valued.

People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.

We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey.

American Water is the best choice for your next role! With a history dating back to 1886, American Water (NYSE: AWK) is the largest and most geographically diverse U.S. publicly traded water and wastewater utility company. The company employs approximately 6,400 dedicated professionals who provide regulated and regulated-like drinking water and wastewater services to an estimated 14 million people in 24 states. American Water provides safe, clean, affordable, and reliable water services to our customers to help keep their lives flowing. For more information on American Water, visit--- amwater.com ---and follow American Water on--- Twitter ,--- Facebook ---and--- LinkedIn .

Primary Role

  • Monitor and implement technology directions and roadmaps
  • Maintain application and application interfaces inventory.
  • Integrate new capabilities into project, product, and program management
  • Collaborate with other technology domains and business functions to develop innovative business solutions
  • Demonstrated ability to apply application technologies to solve practical problems in a high-tech development environment with multi-function teams for large, complex systems with minimal direction
  • Translate AW's business strategy and goals into successful projects
  • Develop and maintain project management principles.
  • Documents problems and resolutions.
  • Responsible for providing front line support, via call, chat or email, to all American Water Employees and contractors.
  • Responsible for assisting senior personnel with ensuring that all hardware platforms, operating systems, utilities, and related tools and devices are available for successful management of production schedules and service levels.
  • Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed.
  • Escalates malfunctions to IOC Supervisor(s) when necessary, documents problems and resolutions.
  • The IOC Desk Senior Operator is responsible for providing frontline support, via call, chat or email, to all American Water employees and contractors.
  • Serve as an escalation for IOC Desk Monitor(s) Level I & II.
  • Maintains IOC Desk metrics.

    Key Accountabilities

    • Develop and/or promote solutions which support the business requirements and business strategies, and which align with enterprise and departmental goals
    • Ensure that uniform enterprise-wide application design standards are maintained
    • Lead the project and product management initiatives to achieve results
    • Support leadership in managing customer expectations for project implementation and manage stakeholder communications.
    • Engage closely with internal customers to understand what business objectives are desired through technology enablement and work with the Product Management & Product Engineering teams to ensure these projects are successful
    • Collaborating with stakeholders to ensure that key projects are aligned with business requirements, including budget and finance considerations.
    • Drive the effort to manage and direct projects that match short-term and long-term business goals with specific technology solutions to help meet those goals
    • Understand the relationship between applications, application architectures and Business processes.
    • Capture project management artifacts in the appropriate Enterprise architecture repository using the appropriate Enterprise architecture tool.
    • Ensure Data Privacy and Data Governance are key considerations in every project engagement
    • Provides 24x7 remote support in Operations Center.
    • Handle incoming calls, chats and emails from customers.
    • Create tickets in ITSM system and work with customer until completion escalating when necessary, providing basic IT functions (account issue troubleshooting, software installs, access requests, and troubleshooting hardware).
    • Escalates deficiencies in technical processes and informs IOC Leadership.
    • Monitor IT systems (SAP, Network infrastructure).
    • Monitor security systems.
    • Handle customer threat assessments.
    • Take ownership of various IOC Desk processes.

      Knowledge/Skills

      • In-depth knowledge of technology
      • Excellent verbal, written and presentation skills
      • A self-starter with ability to work on multiple projects simultaneously with a keen desire to learn and expand depth of knowledge
      • Good Collaboration, prioritization and team working skills
      • Ability to work in a fast-paced dynamic environment with virtual teams
      • Ability to work independently and take initiative to find/develop solutions for business requirements.
      • Fast learner with attention to detail
      • Should be receptive to constructive criticism when necessary
      • Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and Android).
      • In-depth user knowledge of Microsoft Office products including Outlook.
      • Strong client relations/customer service skills required.
      • Strong written and verbal communication skills, along with the ability to absorb and present large amounts of detail through various forms of communications to any level of business users, IT management or technical role.
      • Demonstrated ability to meet stringent deadlines.
      • Ability to work on a team and contribute to the team's achievement of objectives and goals.

        Experience/Education

        • Bachelor's degree in Information Systems or similar technology field is preferred
        • 5+ years' experience working in project management and technology fields required

          Travel Requirements

          • As necessary, up to 20%

            Work Environment

            • Standard office environment

              Competencies

              Champions safety
              Collaborates
              Cultivates innovation
              Customer obsessed
              Drives Results
              Nimble learning

              Join American Water...We Keep Life Flowing---

              American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they arean individual with a disability, protected veteran or other status protected by federal, state, and local laws.

Keywords: American Water, Camden , Sr. Operator, Integrated Operations Center, Accounting, Auditing , Camden, New Jersey

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