Lead Analyst, Services Management

We are currently seeking qualified candidates for consideration to fill an open Lead Analyst, Service Management position in our Program Management Services Division. This position will be located at our Client’s Augusta, ME office.

Works with leadership team to select the Service Management tool. Serves as a lead analyst to work closely with Operational Smart Grid (OSG) Engineers to design, implement and support an Service Management process and solution using current and emerging technologies that serves as a single source of truth for all Operational Technology (OT) assets at Avangrid. Interprets high level business requirements and communicate them to the highly technical team. Stores configuration and CIP regulated asset data elements and leverages the asset management tool to include disaster and recovery planning efforts.

Salary Range: $70,000 - $95,000
The specific salary offered may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. 

Responsibilities

• Helps to support Service Management tool and migrate existing or new processes into the tool (Service Now).
• Work with internal Subject Matter Experts (SMEs), suppliers/contractors, project teams and other technical staff to identify, design and support development of a Service Management process.
• Track and maintain assets via IT Software.
• Help to develop and lead OT inventory management, procurement, and shipping/receiving processes.
• Help to develop and lead OT Change Control/ Change Management process in accordance with the Software Development Life Cycle (SDLC).
• Help to develop and Lead OT Incident and Request Management processes.
• Maintain regulatory compliance under NERC/CIP guidelines (CIP002 & CIP013 materials traceability requirement).
• Create and maintain processes, policies, standards, systems, and measurements.
• Administer asset reconciliation and asset disposal processes and procedures.
• Monitor software licenses to ensure compliance with agreements and standards.
• Maintain the OT asset policy, procedure and process documentation.
• Establish and maintain processes, policies, standards, systems and measurements.
• Design asset control processes to monitor identification, maintenance, location, and contracts of OT assets.
• Assist with asset identification and integration into Change Management system.
• Track and manage OT asset portfolio with regards to cost, control, risk, compliance, and business performance objectives.
• Track and maintain contract lifecycle documentation.
• Work with IT Management and Procurement Teams to develop procurement strategies across the department.
• Provide timely responses to all incidents, tasks and requests assigned to meet Service Level Agreements.
• Assist with OT asset audit compliance.
• Enhance security policies in alignment with changing IT /OT landscape.
• Coordinate technical design/review activities with various segments and corporate groups; to include security assurance activities.
• Engage Cybersecurity, Risk & Governance, Enterprise Architecture and Operational Security at appropriate stages in the project.
• Research and recommend/implement changes for Asset Management procedures and systems to enhance security to align with corporate policies.
• Improve operational risk management capabilities by increasing visibility into potential asset-based impacts to the business.
• Maintain/ extend 3rd party governance for accountability for maintenance of records.
• Increase visibility into the metrics and impacts of asset reliability across businesses.
• Provide professional and technical mentoring for team members.
• Ensure compliance to the delivered solution by partnering with operational team leads by providing any necessary support and business process governance.
• Maintain records of devices installed and decommissioned in production and test environments for NERC CIP Compliance.
• Leverages the Change Management tool to include compliance with regulatory requirements as well as disaster and recovery planning efforts.
• Provide deployment schedule and status to senior management as needed.

• Position requires a minimum of 5-10 years’ experience managing assets (7 layers of the OSI Model) in an enterprise environment.
• AS Technical Related Degree with 10+ years’ technical experience; or
• BS Technical Related Degree with 7+ years’ technical experience; or
• MS Technical Related Degree with 4+ years’ technical experience.
• Position requires professional experience with more than one of the following areas:
• Change Management, CMDB experience, experience within Data Center Operations, Security & Compliance Management, Infrastructure Operational Policies & Procedures, and/or Technical Project Coordination.

Skills/ Abilities:

• Information systems experience with ITIL principles.
• Understanding of ITSM Service Desk standards.
• Demonstrated expertise in Asset Tracking and/or Configuration Management.
• Demonstrable knowledge of Change Management.
• Proficient in professional standards and trends within area of expertise.
• Expertise in deploying an Asset Management system/ maintaining asset inventory.
• Experience with Data Center configuration management in a large enterprise.
• Experienced in planning, researching, and developing policies, standards, and procedures that meet regulatory requirements.
• Experience with asset and change management tools: ServiceNow, SolarWinds, or other Asset Management tool.
• Experience working in a regulated environment.

Desired Skills/ Abilities:

• NERC/CIP experience a plus.

*Note: Will consider additional years of relevant experience and/or related technical certifications in lieu of degree requirement (in accordance with the FLSA Computer Professionals Exemption)

Body, mind, and wallet—LaBella’s benefits support a holistic approach to your health and wellness, creating the foundation for physical, mental, and financial well-being. Our benefit offerings cover the must-haves (healthcare and retirement), the just-in-cases (insurances and employee assistance programs), and the cherry-on-tops (fitness reimbursements, year-end incentive pay, and tuition assistance). Visit our website for more details on benefits listed below.

• Flexible Work Schedule
• Health/Dental Insurance
• 401k Plan with Employer Match
• Short & Long Term Disability
• Profit Sharing
• Paid Time Off
• Leadership Development Program
• Fitness Reimbursement
• Tuition Reimbursement
• Referral Bonus Program
• Wellness Program
• Team Building Events
• Community Service Events