Information Technology_USA - USA_Developer
Real Soft•Jacksonville, FL
•Onsite
About The Position
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.
Requirements
- 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
- Hands-on experience with: ServiceNow (ticket triage & updates), Basic network troubleshooting
- Understanding of: IPv6 (Itron environment context), Event-based monitoring systems (like UIM)
Nice To Haves
- Exposure to: Gridscape, AMM Console, UIM or similar monitoring tools, SAP Work Order management
Responsibilities
- Review and process ServiceNow 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 (APs), FAN Mesh network
- 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
- Update ServiceNow OT instance with: Triage steps performed, Observations and root cause, Action taken / escalation decision
- Maintain audit-ready documentation (important for CIP compliance)
- 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
- Work across multiple AMI/FAN platforms: AMM Console, Gridscape, CDDB (Common Device Database), UIQ, AMI FAN Application, UIM (Event monitoring)
- Handle ~400–500 backlog tickets
- Prioritize based on: Network impact (AP vs meter), Duration of outage, Cluster/FAN group impact
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
