Sr Analyst, Cloud Services

About the role

As a Landis+Gyr Senior Cloud Services Analyst (CSA), you will oversee the day-to-day operations of assigned accounts and ensure the overall system health of all systems and services for those accounts. In this highly visible role, you will act as a liaison between Service Operations, field program offices, and other key stakeholders throughout the organization. With deep product knowledge and a strong technical background, you will deliver solutions for challenging application, system, and service-related issues both reactively and proactively.

Responsibilities

• Provides operational data support for internal and external customers.
• Writes complex SQL queries to analyze data and generate, monitor, and maintain informational reports.
• Validates data integrity and ensures successful transmission of data files.
• Supports meter level monitoring; provides meter data analysis and troubleshoots issues daily.
• Proactively monitors performance metrics, meters, and reads data (stales, read performance, billing, etc.) to identify issues and troubleshoot as necessary.
• Is familiar with and supports at least 2 or more Company products (1-way RF, DHES, 2-way RF, CC, etc.).
• Supports new firmware, Device Control Word (DCW), and software releases with customer programs.
• Provides reports and exception handling and assists in data discrepancy troubleshooting and resolution.
• Makes recommendations for standard metrics, reporting, and service improvement, collaborating with other CSAs.
• Supports other CSAs in troubleshooting issues and projects.
• Uses best practices and knowledge of internal and external systems and processes to improve products or services.
• Automates processes to eliminate manual tasks.
• Proactively identifies process and efficiency improvements.
• Works closely with Radio Frequency (RF) Technicians to maintain high network performance and meets customer service level agreements (SLAs).
• Assists with inventory management and database updates for equipment changes (meters, modules, collectors, concentrators, Gateways).
• Supports creation of Standard Operating Procedures (SOP) for technical elements of the system that are effective and repeatable.
• Troubleshoots network and software performance problems and proposes solutions.
• Establishes and monitors system performance reporting, recognizing adverse trends and taking necessary preventative and corrective actions.
• Works closely with field programs to resolve complex issues related to wireless communications and integrated software applications.
• Ability to work special events during weekends (Maintenance, Disaster Recovery Exercises, Application Upgrades, and Installs).
• Escalates issues as necessary to Lead CSAs.
• Able to participate in a weeklong 24/7 on-call rotation.
• Acts as an instrumental communication point between the Company and customer representatives.
• Communicates issues and potential resolutions to management as necessary.
• Works independently 85% of the time.
• Maintains an individual professional development plan with associated goals.
• Supports and adheres to Company’s core values.
• Performs other duties or responsibilities as assigned or required.

Requirements

• A minimum of a bachelor’s degree.
• At least 3-5 years of related experience.

Qualifications

• Experience in some, or all, of the following software programs and operating systems: Windows, Windows Server, MS Office, SQL Server, Oracle, Unix/Linux.
• RF and/or Networking experience strongly preferred.
• Experience with scripting and/or ColdFusion is beneficial.
• Proven ability to multi-task.
• Experience communicating, both verbally and written, with a variety of audiences (customers & peers).
• Experience working with solutions involving both software and hardware.
• Experience in process definition and design to meet overall business objectives.
• Experience with managing cross-functional, highly technical project teams.
• Utility operations experience is a plus.
• Excellent written and oral communication skills.
• Ability to write and execute complex SQL and Oracle queries.
• Ability to work within a diverse team.
• Self-starter with the ability to work unsupervised.
• Ability to plan and maintain schedules.
• Excellent problem-solving, troubleshooting, and analytical abilities.
• Accustomed to working in an environment driven by high standards for service and system delivery.
• Excellent customer communications and customer service skills.
• Demonstrates good judgment in selecting methods and techniques for solving problems and obtaining solutions.
• Highly adaptable in changing environments.
• Self-motivated.

Working Conditions

• Typical indoor office environment with the majority of time spent sitting and working on a computer using a keyboard, mouse, and monitor.
• Occasional use of other devices such as phone, copier/printer/fax, etc.
• Required to stand, walk, crouch, or handle objects.
• Lift and/or move up to 10 pounds.
• Ability to sit and view a computer screen for long periods of time.
• The ability to see, hear, and speak in English.
• Reasonable accommodations provided for individuals with disabilities to perform the essential functions.
• Must ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies.
• Must be current with available OSHA/Safety Training provided by the Company.
• If required, must be able to work while wearing safety equipment such as hard hats, work boots, gloves, hearing protection, and others.

Benefits

• Comprehensive and competitive package of benefits including medical, dental, and vision coverage.
• Life insurance and a 401(k)-retirement plan featuring a generous company match incentive.
• Three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays.
• Tuition reimbursement program.
• Optional pet insurance and supplemental medical coverage.
• A host of other perks to ensure the health, wellness, and enrichment of team members.

Pay

The pay range is $83,500–100,600 per year. The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held.