Infrastructure Service Delivery Analyst Sr

JOB SUMMARY

Coordinates and reports on all aspects of hardware capacity management including initial project estimates, project plan updates, consumption and reclamation and monthly cost transfer reporting.

JOB DUTIES

• Understands and applies principles, theories and concepts related to the profession and ERCOT's culture.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Impact is generally limited to specific assignments or projects.
• May respond to inquiries and/or provide assistance and/or guidance to lower level workers.

ADDITIONAL JOB DUTIES

Levels 1 & 2

• Provides organizational, technical, process development, communication and facilitation skills to optimize the delivery of infrastructure services using repeatable processes based on best practices to ensure quality and operational efficiency
• This position will actively engage in relationship management with Infrastructure managers, IT stakeholders, Project Managers and business customers to ensure a positive and productive experience
• Participates in the IT Impact Analysis Assessment process to evaluate Infrastructure impacts of proposed projects and efforts
• Supports a team culture that is committed to collaborative cross-functional relationships and operational excellence
• Helps provide coordination with Enterprise Architecture, Asset Management and Business Integration

Level Senior – Above +

• Coordinates the gathering of requirements for infrastructure needed for projects and O&M efforts
• Provides scheduled and ad hoc support for the project management office in the form of reports showing project hardware expenditure to date and recommending change controls when necessary
• Provides leadership and guidance in managing, monitoring and improving infrastructure lifecycles, including deployment, upgrade, security, availability, configuration and capacity
• Develops and matures formal capacity management practices to effectively manage system and resource capacities and forecast capacity requirements to support new projects and organic growth
• Participates in the IT Impact Analysis Assessment process to evaluate Infrastructure impacts of proposed projects/efforts and coordinate the completion of Information Technology Infrastructure Assessment Framework (ITIAF) documents with domain architects as required
• Processes database queries, completes data analysis and prepares monthly cost transfer report for all hardware modifications (new builds, resource changes, decommissioning)
• Assists in conducting root cause analysis/post mortem meetings and facilitates the problem management process for lessons learned and preventive reoccurrence for business-impacting issues
• Acts as an expert in Infrastructure delivery including storage, server compute and memory, and backup technologies
• Competent and able to translate highly technical solutions/problems to audiences at varying technical levels, to prepare and present technical documentation
• Communicates in a professional manner when interacting across staff levels and internal/external customers, understands the importance of communicating risk assessment
• Able to effectively guide and mentor resources as required to effectively complete daily tasks
• Understands the impact of new projects and technical impacts to supported systems
• Collaborates with peers, architects and project managers to determine project strategy and how best to implement/support it

REQUIRED EXPERIENCE

• 5+ years of job-related work experience in excess of degree requirements
• Proven excellent written, verbal, negotiations, and presentation skills
• Proven strong interpersonal skills and ability to establish strong relationships with all levels of the organization
• Proven ability to effectively prioritize and execute tasks in a dynamic and high-pressure environment

PREFERRED EXPERIENCE

• In-depth exposure to hardware platforms (Wintel) and operating systems (Windows/Linux)
• Experience with designing and deploying datacenter solutions
• Strong understanding and experience in IT Service Management processes (ITIL)
• Experience in analyzing project scope and determining resources needed to meet projects demand

EDUCATION

• Bachelor's degree in computer science, MIS or related field (Required)
• or a combination of education and experience that provides equivalent knowledge to a major in such fields is required

CERTIFICATION

• ITIL (preferred)

ERCOT is firmly committed to equal employment for all qualified persons without regard to race, sex, medical condition, religion, age, creed, national origin, citizenship status, marital status, sexual orientation, physical or mental disability, ancestry, veteran status, genetic information or any other protected category under federal, state or local law.

Expected Salary Range: