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…