Job description

Position Description/Major Duties Duties and Responsibilities • IT and Managed Service Provider (MSP) Support: o Monitor information systems, identifying and addressing potential issues before they affect users. o Provide help desk support by diagnosing, troubleshooting, and fixing problems related to information systems o Manage permissions and access rights to different information systems. o Serve as the primary point of contact between the organization and the MSP for all information systems and IT-related services. o Communicate business needs, technical requirements, and service expectations clearly to the MSP. o Coordinate with the MSP to ensure timely resolution of technical issues and adherence to service level agreements (SLAs). o Facilitate regular meetings with the MSP to discuss ongoing projects and any challenges. o Collaborate with the MSP to plan and execute system upgrades, patches, and new implementations. o Ensure that the MSP follows the organization's security policies, compliance requirements, and best practices. o Provide feedback to the MSP based on end-user experiences and support ticket trends. o Escalate unresolved issues to senior management when necessary and follow up to ensure resolution. • Program Management: o Lead and manage multiple information systems projects from initiation to completion, ensuring they align with business goals. o Engage with business stakeholders to gather and analyze requirements for information systems projects. o Translate business needs into clear project objectives and technical requirements. o Evaluate both in-house and third-party solutions to determine the best fit for business needs. o Develop comprehensive project plans, including scope, budget, schedule, and resource allocation. • RFP Development and Vendor Management: o Develop detailed Requests for Proposals (RFPs) for information systems projects, ensuring clear and comprehensive requirements. o Lead the vendor selection process, including evaluating proposals, coordinating demonstrations, and conducting due diligence. o Develop comprehensive and clear technical specifications based on business requirements; collaborate with internal teams to refine specifications and ensure they align with both business and technical goals. o Ensure that specifications address security and integration needs. o Establish clear communication channels and expectations with vendors. o Monitor vendor progress against project timelines and deliverables. o Address issues and escalate when necessary to ensure projects stay on track. • User Acceptance Testing (UAT): o Develop and oversee User Acceptance Testing (UAT) plans, including test scripts and success criteria. o Coordinate testing efforts with internal teams and vendors to validate those solutions meet requirements. o Document and resolve any defects or issues identified during testing. • Training, User Adoption, and Ongoing Support: o Develop and execute training for end-users on new tools or enhancements to existing systems. o Create user-friendly documentation to support training efforts. o Gather feedback from end-users to refine training materials and improve user experience. o Establish a post-implementation support plan to address user issues and system performance. o Coordinate with IT support teams and vendors to resolve incidents and maintain system availability. o Gather user feedback to identify opportunities for continuous improvement. Skills and Qualifications Key staff behaviors • Being an influential leader (staff is not directive, but our influence helps members advance) • Excellence starts at home (to help members excel, staff need to walk the talk) • Stay focused on the mission and vision (prioritize action accordingly) • Be personally accountable (honor commitments, be resourceful, offer solutions) • Be a good teammate (place team performance above self) • Lead or support activities to help achieve corporate goals • As a liaison, treat each employee as a highly valued customer • Maintain awareness of assigned members’ engagement and issues impacting their organizations • Help overcome barriers to added engagement; escalate problems as needed Education and experience requirements: • 7+ years of experience in IT project or program management, with a focus on information systems. • Proven track record of managing end-to-end information systems projects. • Experience in vendor management, RFP development, and contract negotiation. • Experience in IT support and managing desk operations is a plus. • Prior knowledge of the electric power industry is extremely helpful Required knowledge, skills, and abilities • Ability to work as part of a team • Excellent meeting facilitation skills • Excellent oral and written communication and presentation skills • Evidence of self-initiative, self-direction, motivation, as well as critical and creative thinking skills • Sound project management skills • Ability to effectively manage multiple tasks and a large volume of work • Flexibility and adaptability • Extensive experience and skills with Microsoft products required; certification is a plus • Expertise in SharePoint (preferably SharePoint Online) • Experience using Power Platform Tools (Power Automate, Power Apps, PowerBI, etc.) • Experience using SQL Management Studio to query and analyze data • Solid experience in problem analysis and resolution of software problems Personal • Excellent interpersonal and communications skills • Ability to work in a distributed, dynamic, team-oriented environment • Ability to manage clients professionally during all interfaces • Proven ability to function in a self-directed environment • Excellent customer and business focus • Excellent problem-solving and investigative skills

Requirements