Pay Grade

13*

Deadline to Apply: February 27, 2025

*Qualifications may warrant placement at a different job level

Position Summary

Responsible for managing one or more Information Technology Service Management processes. Identify and manage processes for tracking, updating, quality assurance, and reporting on IT records and/or performance against process metrics. Responsibilities include analysis, design, planning, testing, documentation, error and exception handling, process and performance improvements, and business process implementation, including full lifecycle management of identified processes. Demonstrate expertise through maintaining primary skills for assigned jobs), developing new skills as required, developing and documenting guidelines and standards, and demonstrating best practices and leadership. Manage and maintain area data and knowledge artifacts relevant to the process area(s) supported. Provide analysis, report on, and make recommendations related to supported process domain(s). Develop, perform analysis, and reports on analysis against goals, metrics, key performance indicators (KPI’s), and critical success factors (CSF’s). Responsible for preparing and responding to audit requests to ensure CPS Energy meets compliance requirements.

Tasks and Responsibilities

• Analyst supporting one or more IT processes.
• Plans, directs, manages, and coordinates work activities and processes for IT process domain(s) supported.
• Develops, implements, maintains, and provides quality assurance for IT process area(s) supported which may include but is not limited to systems, tools, hardware, software, applications, databases, documents and records.
• Provides overview and detailed training for other areas of the company that will interact with process(es).
• Recommends, administers, configures, designs, tests and/or maintains tools as needed.
• Develops and maintains current support documentation relevant to process domain(s) supported.
• Actively engaged in knowledge sharing and knowledge artifact creation and review.
• Utilizes enterprise and department tools to document standard and project support including requirements analysis, documentation, error/exception handling, business process implementation, performance analysis/improvements and research.
• Daily monitoring and reconciliation of incident tickets assigned to queue.
• Daily monitoring and reconciliation of service request tickets assigned to queue.
• Provides work estimates and work scheduling, in coordination with project management as appropriate.
• Plans, communicates and publishes work schedule, including assessing work prioritization.
• Develops, maintains and manages resource utilization, usage and cost reporting as needed.
• Maintains relevant process skills and expertise through independent research, training and/or conference attendance and participation.
• Establishes a network of peers and experts in the field.
• Conduct research as necessary to determine appropriate assignments and data disposition.
• Prepares relevant reporting, data/trend analysis, makes recommendations and provides reports to leadership in the format determined to be most appropriate.
• Communicates effectively in written and verbal form according to established cadence which may include preparing content and facilitating regularly scheduled meetings.
• Serves as a cross-functional resource, engaging with internal customers in various business units in EIT and other parts of the CPS organization as needed.
• Effectively manages vendor partner relationships and contracts as assigned.
• Maintains records, responds to audit requests and ensures compliance.
• Performs other duties as assigned.

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Bachelor’s degree in Information Technology, Management Information Systems, Business, Economics, Accounting, or related field of studies from an accredited university.
• Intermediate experience as an Analyst IT Process.
• Technical writer experience.
• Excellent written and verbal communication skills.
• ITIL Foundations Certification.

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands