Sr Analyst, Cloud Services

Landis+Gyr•Bethlehem, PA

1d•$83,500 - $100,600•Onsite

About The Position

The Landis+Gyr Senior Cloud Services Analyst (CSA) oversees the day-to-day operations of assigned accounts and ensures the overall system health of all systems and services for assigned accounts. In this highly visible role, the Sr. CSA acts as a Liaison between Service Operations, the field program offices, and other key stakeholders throughout the organization. Possessing deep product knowledge and a strong technical background, the Sr. Cloud Services Analyst delivers solutions for challenging application, system, and service-related issues both reactively and proactively.

Requirements

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

Nice To Haves

Experience in some, or all, 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 cold fusion is beneficial.
Proven ability to multi-task.
Experience communicating, verbal and written, with a variety of audiences (customers & peers).
Experience in 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
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
Highly adaptable in a dynamic work environment
Self-motivated

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.
Make recommendations for standard metrics, reporting, and service improvement, collaborating with other CSA’s.
Supports other CSA’s in troubleshooting issues and projects.
Use 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 (SLA’s).
Assists with inventory management and database updates for equipment changes (meters, modules, collectors, concentrators, Gateways).
Supports creation of Standard Operation 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 the field programs to resolve complex issues related to wireless communications and integrated software applications.
Ability to work special events during the weekends (Maintenance, Disaster Recovery Exercises, Application Upgrades and Installs.
Escalates issues as necessary to Lead CSA’s.
Able to participate in a weeklong 24/7 On-Call rotation.
Acts as an instrumental communication point between Company and customers representatives.
Communicates issues and potential resolutions to management as necessary.
Works independently 85% of the time.
Maintains individual professional development plan with associated goals.
Supports and adheres to Company’s core values.
Performs other duties or responsibilities as assigned or required.
Supports and adheres to Company’s Code of Conduct and Ethics Policy.
Represents Company in a positive, professional manner when working with both internal and external customers.