Production Support Analyst Sr - Servicenow Admin (Hybrid)

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 SUMMARY

Support and maintain the application suite and related interfaces. Process changes, fixes and requests; minimize the risk to the stability of the applications; and review, test and implement new application related tools or utilities as appropriate. Provides technical support for the application suite and related interfaces. Works as a member of the technical support team to process changes, fixes and requests; minimize the risk to the stability of the application when processing changes; and review, test and implement new application related tools or utilities as appropriate to meet business requirements and continuously improve performance.

JOB DUTIES

• Broadly applies principles, theories and concepts related to the profession. A seasoned, experienced professional with an in-depth/full understanding of area of specialization.

• May provide recommendations regarding issues outside the bounds of defined procedures and practices. Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

• Wide latitude for decisions within assignments, programs and projects; impact is generally limited to the project or department.

• Acts as a resource to advise and may at times a lead the work of lower level professional and/or support employees. Generally represents the department on projects and may perform in a project leadership role.

ADDITIONAL JOB DUTIES

• Supports and maintains the application suite

• Resolves issues in a timely manner

• Collaborates with other application and technical resources when resolving a problem or implementing a system change

• Provides on-call support outside business hours as needed

• Updates and maintains required systems documentation, following the documentation standards where applicable

• Owns operations of the applications toolset

• Coordinates with other teams and peers to ensure that the system runs and interfaces smoothly

• Communicates status to team on a regular basis regarding problems and issues in Production, so they can be communicated to the Business Area

• Maintains flexibility in response to requests

• Understands how the applications support business processes and apply this knowledge to solve defined business problems

• Participates in systems migration planning and execution

• Prioritizes work to ensure that team objectives are satisfied

• Analyzes current application process and recommend improvements

• Participates in review of high-level design

• Develops and sustains a high level understanding of the competitive energy markets

• Increases and maintains proficiency on operational methodologies and concepts

• Identifies and acts upon functional and technical design and system architecture improvements

• Updates team policies, processes, and workflows for submission to the Production Services Manager

• Serves as a Subject Matter Expert providing guidance to lower level workers

• May schedule work, train, mentor, and/or coach other employees

• Conveys team goals effectively through strong written and verbal communication skills

• Works on moderately complex issues where analysis of situations requires an in-depth evaluation of variable factors

• Has the ability to resolve issues in creative and effective ways

EXPERIENCE REQUIRED

• Requires minimum 5 years job related work experience in excess of degree requirements

• Experience as ServiceNow admin

• A ServiceNow Administrator certification (preferred)

EDUCATION

• Bachelor's Degree : Computer Science or related field (Required)
• or a combination of education and experience that provides equivalent knowledge to a major in such fields is required

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

• Part of a 24x7 on call rotation.

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:

$90,220 - $153,380

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