Time Operations Application Support Specialist

• Coordinate operational support across EMS, SCADA, ADMS, Historian, and related Real-Time Systems applications
• Own Service Now incidents, problems, changes, service requests, and enhancement requests through resolution
• Lead daily issue triage among application support, infrastructure, cybersecurity, vendors, and business stakeholders
• Manage vendor support relationships, ticket tracking, escalations, defect follow-up, SLA monitoring, and resolution accountability
• Coordinate software releases, hotfix deployments, platform upgrades, failover testing, and maintenance activities
• Maintain release calendars, patch roadmaps, upgrade schedules, and lifecycle management plans
• Facilitate change management, including implementation planning, risk assessments, communications, approvals, and post-implementation reviews
• Track and report incident trends, problem management, vendor performance, release readiness, backlog status, and service health
• Coordinate root cause analysis after major incidents and track corrective and preventive actions
• Partner with engineering teams on operational readiness for applications, enhancements, upgrades, and infrastructure changes
• Develop operational runbooks, support procedures, service documentation, knowledge articles, and platform ownership records
• Monitor lifecycle events, vendor releases, end-of-support dates, security advisories, and technology refresh needs
• Facilitate operational review meetings and report status to leadership, stakeholders, and support teams
• Coordinate maintenance windows, outage planning, and implementation schedules
• Drive continuous improvement in support processes, service quality, efficiency, and platform reliability
• Participate in major incident response as coordination lead for communication, tracking, and stakeholder engagement

• Bachelor’s degree in a related field, or Associate’s degree in a related field with 2 years of relevant experience, or High school diploma/GED with 4 years of relevant experience
• Senior level:
  Bachelor’s degree in a related field with 2 years of relevant experience, or Associate’s degree in a related field with 4 years of relevant experience, or High school diploma/GED with 6 years of relevant experience
• Professional certifications such as A+, Network+, CCNA, CCNP, Cyber Security+, Security+, and CCSP may substitute for a portion of required experience
• Experience serving as a Service Owner, Service Delivery Manager, Technical Program Manager, Business Systems Analyst, or similar operational role supporting enterprise applications
• Experience managing Service Now Incident, Problem, Change, Release, and Request Management processes
• Experience coordinating software releases, patch deployments, failover exercises, disaster recovery testing, and platform maintenance in production
• Ability to drive issue resolution and accountability across vendors, infrastructure, cybersecurity, and business stakeholders
• Experience supporting mission-critical or 24x7 environments such as EMS, SCADA, ADMS, OMS, ICCP, Historian, industrial control systems, or critical infrastructure applications
• Strong vendor management experience, including escalation management, SLA tracking, operational reviews, and delivery oversight
• Experience developing operational dashboards, KPI reporting, executive status updates, and service health metrics
• Familiarity with ITIL service management practices and continuous service improvement methodologies
• Experience leading root cause analysis efforts and driving corrective actions through completion
• Knowledge of utility operations, electric transmission, distribution systems, NERC CIP, or Operational Technology environments
• Overtime, on-call assignments, and occasional travel may be required

Demonstrates expertise in managing Service Now processes, coordinating software releases, and driving operational readiness for critical infrastructure applications. Proficient in vendor management, incident resolution, and continuous service improvement methodologies.

• Service Now Incident Management
• Vendor Management
• Operational Readiness Coordination
• Root Cause Analysis
• ITIL Service Management

• Software Release Coordination
• Patch Deployment
• Disaster Recovery Testing
• KPI Reporting
• Change Management
• Operational Dashboard Development
• Service Health Metrics
• Lifecycle Management
• Continuous Improvement
• Incident Trend Tracking

• Communication
• Problem-Solving
• Leadership
• Collaboration
• Accountability

• A+
• Network+
• CCNA
• CCNP
• Cyber Security+
• Security+
• CCSP

• Utility Operations
• Electric Transmission
• Distribution Systems
• NERC CIP
• Operational Technology

• EMS
• SCADA
• ADMS
• Historian
• Real-Time Systems
• Service Now