AMI​/FAN Network Operations Analyst

AMI/FAN Network Operations Analyst

We are seeking AMI/FAN Network Operations Analysts to support backlog reduction and ongoing operations for Smart Meter and Field Area Network (FAN) environments. The role involves triaging device connectivity issues, executing standardized troubleshooting workflows, and coordinating with field teams for resolution.

Key Responsibilities

• Ticket Triage & Resolution (Primary Work)
  • Review and process Service Now tickets triggered from UIM (Event-based alerts, e.g., Event 44)
  • Execute step-by-step triage using FAN Triage Document
  • Analyze device connectivity issues across:
  • Smart Meters (Gas/Electric)
  • Relays
  • Access Points (Client)
  • FAN Mesh network
• Root Cause Identification
  • Diagnose common failure scenarios:
  • Communication failure (Meter → Relay → AP path)
  • Power failure / device offline states
  • Device reboot requirements
  • Network congestion or path issues (Primary/Secondary)
  • Validate whether issue is:
  • Network-related
  • Device-related
  • Data/reporting lag issue
• Workflow Execution & Documentation
  • Update Service Now OT instance with:
  • Triage steps performed
  • Observations and root cause
  • Action taken / escalation decision
  • Maintain audit-ready documentation (important for CIP compliance)
• Field Dispatch Coordination
  • If issue persists:
  • Raise SAP Work Order (WO) for field crew
  • Track lifecycle: SAP WO Creation → Review → Completion
  • Validate field resolution and update ticket status
• Platform Monitoring & Analysis Work across multiple AMI/FAN platforms:
• AMM Console
• Gridscape
• CDDB (Common Device Database)
• UIQ
• AMI FAN Application
• UIM (Event monitoring)
• Queue & Backlog Management
  • Handle ~400–500 backlog tickets
  • Prioritize based on:
    Network impact (AP vs meter) Duration of outage Cluster/FAN group impact

Required Skills & Experience

• Experience in AMI / Smart Metering / Utility Networks
• Understanding of: FAN Mesh Networks Device Communication Flow:
  Meters → Relays → Access Points → Collectors
• Knowledge of network self-healing behavior and path redundancy

Technical Skills

• Hands-on experience with:
  Service Now (ticket triage & updates) Basic network troubleshooting
• Understanding of: IPv6 (Itron environment context) Event-based monitoring systems (like UIM)

Platform Experience (Preferred)

• Exposure to:
  Gridscape AMM Console UIM or similar monitoring tools SAP Work Order management