Production Support Analyst (ServiceNow Administrator)

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 inclusion at all levels of our company. It is the cornerstone of our corporate values of accountability, leadership, innovation, trust, and expertise. We know that individuals with a wide variety of talents, ideas, and experiences propel the innovation that drives our success. An inclusive and diverse workforce strengthens us and allows for a collaborative environment to solve the challenges that face our industry today and in the future.

JOB SUMMARY

Support and maintain the application suite (ServiceNow) 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

• Understands the basic principles, theories and concepts related to the profession and learns how to apply them within the ERCOT culture.
• Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Contributes to specific objectives and outcomes as directed.

ADDITIONAL JOB DUTIES

Production Support Analyst

Level 2 – Above +
• 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

Level 3 – Above +
• 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

Level Senior - Above +
• 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

Level Lead – Above +
• Leads projects, schedules work, trains, mentors, and provides coaching for other employees
• Ensures work assignments of team members are completed in a timely manner and reviews work product of team for accuracy prior to submitting for management approval
• Works on the most complex issues where analysis of situations requires an in-depth evaluation of variable factors
• Maintains knowledge of emerging trends and industry best practices

EXPERIENCE

• Level 2 - Requires minimum 1 year job related work experience in excess of degree requirements
• Level 3 - Requires minimum 3 years job related work experience in excess of degree requirements
• Senior Level - Requires minimum 5 years job related work experience in excess of degree requirements
• Must have experience in ServiceNow administration, discovery admin, CMDB.

EDUCATION

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