Analyst III or Sr. (Utility Metering Infrastructure)

Posting End Date:  

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, LLC 

 

 

JOB SUMMARY/PURPOSE 

• The Senior Advanced Grid Operations Analyst (AGOA) is responsible for monitoring advanced grid equipment and ensuring secure connectivity, configuration, and device performance.  Examples of advanced grid devices may include advanced meters, smart streetlights, intelligent electronic devices (IEDs) such as recloser or capacitor bank controls, and integrated distributed energy resources (DERs) such as batteries or utility-controlled customer loads like smart thermostats.  The AGOA will monitor and analyze performance data for complex, automated, and integrated grid technology capabilities from a control center environment. For devices that are providing data to critical processes (like metering), the AGOA will work to ensure the timeliness, completeness and accuracy of the data being delivered.  They will investigate process and technology exceptions—some of which must be resolved in a same-day timeline.  Timely resolution of issues which impact electrical service to Entergy’s customers may require the AGOA to work on weekday evenings or Saturdays.  The AGOA will also perform analysis to drive long-term investments in mesh network coverage.

 

• Working closely with IT operations, network engineers and business stakeholders, the Advanced Grid Ops Analyst will determine if any issues with device performance are local to a specific device or due to broader problems with telecom networks, IT systems or company data.  They will coordinate the resolution of issues by initiating incident tickets and/or field service work orders so that the appropriate groups can take action—i.e. telecom support, utility servicemen, IT support, customer service, back-office, etc.  The AGOA is also responsible for planning and implementing configuration changes to devices over the network—typically for a large population of devices.  Configuration changes can include device firmware, programming, or settings changes.  The AGOA will need to resolve exceptions that result from the execution of configuration changes.  

 

• The Senior AGOA provides subject matter expertise for the business processes that are enabled by utility technology platforms along with the architecture of the technical solutions that enable them.  They will identify and implement process improvements using data insights and automation technology—including ideation, requirements definition and development of technology improvements. During projects to implement new or enhanced technology, they will develop and execute test scripts.  They also will coordinate incident response when core operations have been impacted—engaging appropriate IT support teams and communicating across the enterprise with key stakeholders.  In addition to developing effective process documentation and providing training to peers, they will produce metrics on core processes.  The senior AGOA will present content to leadership on a regular basis—including performance trends, progress on continuous improvements and root cause analysis for major incidents.  

 

JOB DUTIES/RESPONSIBILITIES 

• Responsible for timely resolution of issues that impact electric service to customers—i.e. troubleshooting any failure of remote connect/disconnect of advanced meters and trouble-shooting of integrated solution capabilities
• Investigation of problematic devices—including coordination of work by other teams and any follow-up required for resolution; engaging partners in field services, IT, lab, telecom, back-office and customer service as needed
• Resolving exceptions encountered during configuration changes to connected devices—i.e. meter metrology and firmware changes
• Identifying problems with core IT systems and networks and engaging the appropriate technical teams to collaborate on trouble-shooting and drive resolution; driving IT partners to outcomes that meet the needs of our customers
• Capturing incidents and problem management learnings as knowledge management use cases for training and archival purposes
• Following established and approved procedures; contribute findings and experience towards updates to existing procedures; adhering to standard Service Management (problem, incident, and knowledge management) processes
• Developing and implementing plans for changing device configuration across a large volume of devices—i.e. one million meters; managing risks, issues, and schedule during the execution of device change control activities
• Monitoring the performance of robotic process automation tools—aka bots—and ensuring that those solutions have adequate controls for quality assurance; troubleshooting issues and resolving exceptions
• Leading the development and optimization of report