IT Application Operations Analyst, Lead

Requisition ID # 154387 

Job Category: Information Technology 

Job Level: Individual Contributor

Business Unit: Information Technology

Work Type: Hybrid

Job Location: Oakland

Department Overview

Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively to deliver high quality technology solutions.

Position Summary

Operations Lead will be responsible for providing operational oversight to vendor managed application support services.  This includes ensuring that response to application incidents is timely, correct, and restoration activities are driven to limit customer impact.  Lead will provide technical expertise in system analysis and application design to troubleshoot issues and identify root causes.  The lead will also support tracking of application health, helping to track critical upgrades, patches, etc. to systems to prevent end of life surprises.

This role will provide technical leadership for incidents and restoration.  This role will also provide the technical leadership to ensure that the vendors meet PG&E technology standards and new projects are being delivered to ITIL Service Management best practices.  This role will support the Service Introduction process which is critical to operational support, including proper documentation and training to Web Operations for hand off.

The Operations Lead will be responsible for developing, implementing, and managing operations processes and systems to ensure a high level of efficiency and customer satisfaction. The role requires excellent organizational and problem-solving skills, as well as the ability to lead a team of operations personnel. This position will report to the Operations Manager.

The position is hybrid (0-3 days per week in office), working primarily from your remote office and in-person in the Oakland General Office to attend team meetings or as business needs require.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job.  The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity.  Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.​

A reasonable salary range is:

Bay Area Minimum: $102,000.00

Bay Area Maximum: $162,000.00

-Or-

California Minimum: $97,000.00

California Maximum: $154,000.00

Job Responsibilities

• Develop, implement, and manage operational processes and systems to ensure efficiency and customer satisfaction.
• Monitor and evaluate application and platform operational performance, recommend improvements, and maintain records of operational activities.
• Provide guidance and support to operations staff and vendors to complete operational tasks and resolve issues.
• Monitor and manage application portfolio, ensuring license costs and operational costs are tracked, tool and technology is inventoried and maintained, and asset records are kept up to date.
• Able to analyze, identify areas for improvement and design solutions independently with limited guidance.
• Able to lead medium to high complexity level requirements efforts and coaching or mentoring less experienced business analysts.
• Able to perform peer review of requirements and designs documents.
• May provide mentorship and guidance to less experienced employees.
• Able to work effectively with other groups to persuade, exchange ideas and foster cooperation.
• Actively contribute to the business cases for IT projects and initiatives.
• Analyze end-to-end business processes of moderate to high complexity and information needs of the clients in one or more business functional areas.
• Anticipate client concerns and questions and provide timely and professional client-focused communications.
• Demonstrates extensive knowledge of concepts, principles, or practices in a specific business area.
• Demonstrates familiarity with several of the following areas: testing, project management, related Lines of Business, software development, SOX compliance, regulatory compliance, operational/disaster recovery, operations, maintenance, etc.
• Demonstrates seasoned, experienced- based judgment in applying and adapting techniques with high credibility of the project team members.
• Identify, propose, and influence IT solutions of moderate-to-complex business problems; negotiate requirements and deliverables with the client.
• May perform various additional activities, such as operation and maintenance support, application testing, etc.
• Participates in project estimates and assist in budgeting and forecasting.
• Prepare or review test plans and perform quality reviews of test results.
• Provide consulting in information technology to the client to identify and satisfy the business needs.
• Review design and technical specification documents for alignment with business solution.
• Ensure compliance with applicable laws and regulation.

Qualifications

Minimum:

• Bachelor’s degree in Computer Science/Information Systems, Business, Engineering, etc. or equivalent work experience
• 4 years of job-related experience in Information Technology. 3 years of experience in business analysis. Can have less experience in case of an advanced degree.
• Participation in projects of medium to high complexity.
• Familiarity with the corresponding Line of Business-related functions.

Desired:

• Advanced degree is a plus
• Typically has 5 years of job-related experience in Information Technology, which may include or be in addition to 5 years of experience in business analysis.
• 3 years of experience in business analysis, systems diagnosis, application design/architecture. Can have less experience in case of an advanced degree.
• 5 years of experience in operational management
• Experience implementing, using, and maintaining system and performance tools such as Splunk, Dynatrace, New Relic
• Experience developing application monitoring and system alerts with tools like Selenium, Pingdom, Dynatrace
• ITIL Service Management experience
• Solid understanding of operational processes and systems
• Working experience with the corresponding Line of Business.
• Extensive participation in projects of high complexity.
• Leadership role in projects of medium complexity.
• CCBA-certification of Competency in Business Analysis certification
• Bachelor’s degree in business, operations, or related field
• Excellent communication, interpersonal and leadership skills
• Strong analytical skills, ability to identify root cause, ability to draw conclusions from inspection of various data
• Able to work independently and as part of a team
• Experience utilizing ticketing tools such as Remedy, Jira, Quality Center
• Proficient in Microsoft Office and other related software