Sr. Associate, SCADA Operations

RWE Clean Energy, LLC
To start as soon as possible, full time, permanent

Functional area: Engineering
Remuneration: Exempt

 

Seeking a proactive and customer-focused Sr. Associate, SCADA Operations, to serve as the first point of contact for technical support requests. In this role, you will triage incoming issues, resolve what you can at the first level, and escalate more complex problems to the appropriate team members. You will play a key role in maintaining clear, professional communication with both the requestors and the internal support staff, ensuring a smooth and efficient support process.

 

Role Responsibilities:

• Triage and Troubleshoot: Receive, assess, and prioritize incoming support requests via ticketing system, email, or chat
• First-Level Resolution: Resolve fundamental technical issues related to SCADA, data feeds, hardware, software, network connectivity, and user access
• Escalation Management: Identify issues that require advanced support and escalate them to Tier 2 or Tier 3 teams with clear documentation and context
• Communication Liaison: Maintain consistent and professional communication with requestors, providing updates and setting expectations on resolution timelines
• Team Collaboration: Work closely with other support tiers to ensure seamless handoffs and knowledge sharing. Conducting touchpoints with supporting staff to ensure issues are being resolved and reporting up the roadblocks pending resolution of issues
• Documentation: Accurately document all support interactions, solutions, and escalation steps in the ticketing system
• Customer Experience: Deliver a positive support experience by demonstrating empathy, patience, and a commitment to resolving issues efficiently
• Compliance Support: Receive and direct compliance requests and needs into tickets, assigning them to the appropriate support staff to complete the request. Ensuring all requests are responded to on time and fulfilling the requirements of the request
• Support Visualization: Work with the team lead to develop stakeholder dashboards and ensure KPI’s are updated on an ongoing basis for review and reporting
• Proactive Maintenance: Working with the team lead on assessing common issues and determining plans to inform Asset Management & Operations teams of plans to schedule or budget for projects for making the identified improvements
• Additional Support: May be required to conduct additional team functions as needed, such as metering, SCADA system support, addressing compliance-related issues, and managing field or control room project requests, among others

 

Job Requirements and Experiences: 

• A degree preferred, NOT required
• A minimum of 5 years of experience, 3 years in ticketing management or Tier 1 support function
• SCADA Systems: GE, Vestas, SGRE, Ovation, Wonderware, Rockwell, etc.
• Basic understanding of SEL equipment and substations.
• Knowledge of basic networking and topologies.
• Knowledge of using/managing ticketing systems such as Jira, ServiceNow, etc.
• Data visualization and reporting capabilities
• Understanding of energy management strategies
• Familiarity with industrial automation systems (preferred)
• Ability to push/pull/lift tools and equipment weighing up to 50 lbs.
• Ability to work safely in extreme environments (hot sun, cold, etc.)
• Ability to walk, climb, and stand extensively during the workday
• Knowledge of and experience with the use of hand and power tools
• Knowledge of environmental and safety policies and procedures
• Ability to work within tight deadlines
• Ability to work independently and as part of a team
• Ability and willingness to travel to and from job sites as assigned
• Strong interpersonal skills, with the ability to manage customer relationships
• Demonstrated desire to learn about the Company and the renewables space
• Excellent proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook) and Teams
• Strong leadership, communication, and ability to meet deadlines
• Strong o