IT Solution Analyst

Title: IT Solution Analyst II

Location: Hybrid in Minneapolis, Roseville, Eau Claire (WI), or Denver (in order of preference)

Duration: 12+ months

Responsibilities:

• Monitoring ServiceNow Dashboards: Start the day by reviewing incidents in ServiceNow, focusing on real-time dashboards and reports.
• Assessing Impact and Priority: Evaluate incidents for their business impact and prioritize them accordingly. Lower impact incidents are handled by the support team, while Priority 1 (P1) and Priority 2 (P2) incidents require more involvement.
• Troubleshooting Sessions: Participate in troubleshooting sessions for high-priority incidents to help identify root causes and propose solutions. Ensure technical teams are making progress and communicate updates to business stakeholders.
• Preparing System Changes: Work with partners and teammates to prepare for system changes. This involves following a structured change process, including ticket creation, approvals, and documentation.
• Enhancement Activities: Assist with various steps of the enhancement process, from gathering requirements and estimating costs to design, build, testing, deployment, and post-implementation warranty support.
• Daily Standups: Attend daily standup meetings to discuss ongoing work, priorities, and any blockers.
• Change Preparation Meetings: Participate in meetings to prepare for upcoming system changes, ensuring all necessary steps are completed.
• Cross-Functional Work: Collaborate with teams working on related areas, such as outdoor lighting, and get cross-trained if appropriate.
• Incident Triage: Independently triage and prioritize incidents based on business impact.
• Documentation and Reporting: Prepare incident assessment reports, prioritization plans, and enhancement proposals.

Skills and Qualifications:

• Incident Management Experience: 5-7 years of experience in incident management. Strong knowledge of incident management processes, including assessing impact and ensuring the correct technical teams are involved.
• SAP and Meter Lifecycle Management: Experience with SAP Industry Solution for Utilities (ISU) and meter lifecycle management is highly preferred.
• Utility Industry Experience: Background in the utility vertical is beneficial.
• Microsoft Office Suite: Proficient in MS Office applications, including Excel (spreadsheets with data), PowerPoint, Outlook, and Teams.
• ServiceNow: Experience with ServiceNow for incident management.
• SQL Query Skills: Ability to write and understand SQL queries is a plus.

Non-technical skills:

• Strong Communication: Excellent written and oral communication skills are essential for effectively interacting with both technical teams and business stakeholders.
• Problem-Solving and Troubleshooting: Experience in system troubleshooting and problem-solving to identify root causes and propose solutions.
• Self-Motivated and Driven: A self-starter who is motivated and driven to take initiative and work independently when needed.
• Eager to Learn: A continuous improvement mindset, with a strong desire to learn and adapt to new situations and challenges.
• Team Player: Ability to work collaboratively with team members, providing support and contributing to a positive team environment.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Title: IT Solution Analyst II

Location: Hybrid in Minneapolis, Roseville, Eau Claire (WI), or Denver (in order of preference)

Duration: 12+ months

Responsibilities:

• Monitoring ServiceNow Dashboards: Start the day by reviewing incidents in ServiceNow, focusing on real-time dashboards and reports.
• Assessing Impact and Priority: Evaluate incidents for their business impact and prioritize them accordingly. Lower impact incidents are handled by the support team, while Priority 1 (P1) and Priority 2 (P2) incidents require more involvement.
• Troubleshooting Sessions: Participate in troubleshooting sessions for high-priority incidents to help identify root causes and propose solutions. Ensure technical teams are making progress and communicate updates to business stakeholders.
• Preparing System Changes: Work with partners and teammates to prepare for system changes. This involves following a structured change process, including ticket creation, approvals, and documentation.
• Enhancement Activities: Assist with various steps of the enhancement process, from gathering requirements and estimating costs to design, build, testing, deployment, and post-implementation warranty support.
• Daily Standups: Attend daily standup meetings to discuss ongoing work, priorities, and any blockers.
• Change Preparation Meetings: Participate in meetings to prepare for upcoming system changes, ensuring all necessary steps are completed.
• Cross-Functional Work: Collaborate with teams working on related areas, such as outdoor lighting, and get cross-trained if appropriate.
• Incident Triage: Independently triage and prioritize incidents based on business impact.
• Documentation and Reporting: Prepare incident assessment reports, prioritization plans, and enhancement proposals.

Skills and Qualifications:

• Incident Management Experience: 5-7 years of experience in incident management. Strong knowledge of incident management processes, including assessing impact and ensuring the correct technical teams are involved.
• SAP and Meter Lifecycle Management: Experience with SAP Industry Solution for Utilities (ISU) and meter lifecycle management is highly preferred.
• Utility Industry Experience: Background in the utility vertical is beneficial.
• Microsoft Office Suite: Proficient in MS Office applications, including Excel (spreadsheets with data), PowerPoint, Outlook, and Teams.
• ServiceNow: Experience with ServiceNow for incident management.
• SQL Query Skills: Ability to write and understand SQL queries is a plus.

Non-technical skills:

• Strong Communication: Excellent written and oral communication skills are essential for effectively interacting with both technical teams and business stakeholders.
• Problem-Solving and Troubleshooting: Experience in system troubleshooting and problem-solving to identify root causes and propose solutions.
• Self-Motivated and Driven: A self-starter who is motivated and driven to take initiative and work independently when needed.
• Eager to Learn: A continuous improvement mindset, with a strong desire to learn and adapt to new situations and challenges.
• Team Player: Ability to work collaboratively with team members, providing support and contributing to a positive team environment.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.