Entergy IT Consultant, Sr in New Orleans, Louisiana

Date: Apr 19, 2017

Location: New Orleans, LA, US

Company: Entergy

Primary Location: Louisiana-New Orleans

Job Function :Information Technology

MRV Minimum Salary :$94,000.00

MRV Maximum Salary :$142,000.00

FLSA Status :Professional

Relocation Option: Approved in accordance with the Entergy guidelines

Union description/code :NON BARGAINING UNIT-NBU

Number of Openings :1.00

Req ID: 69921

Travel Percentage :Up to 25%

JOB SUMMARY/PURPOSE

This position focuses on ensuring that IT consistently provides its customers with a best-in-class experience, as measured by defined surveys and metrics, and direct customer interactions and feedback. Specific areas of focus include the IT Service Desk, Field Services, Network Operations Center, Executive Support, and the IT Technology Bar. The role is responsible for:

· Ensuring external vendors are performing according to stated SLAs and expectations,

· Providing direct IT & meeting support for senior executives and targeted stakeholders,

· Driving other initiatives and activities designed to improve customer satisfaction with IT

JOB DUTIES/RESPONSIBILITIES

  • ≥50% - Monitor external vendor performance against stated SLAs and performance expectations. Active management and transparent reporting of operational performance to leadership.

  • Work with management to identify and address performance deficiencies. Recommend and implement actions to improve gaps to operational excellence.

  • Develop methods and processes that effectively reduce the need for hands-on support in executive meeting rooms, without negatively impacting customer experience.

  • Work with relevant SMEs to research and identify new technologies to aid in improving service delivery and/or reducing costs.

Other duties as assigned:

  • ≤28% - Participate in the staffing rotation for the Technology Bar and Executive meeting support.

  • ≤22% - Provide timely level 1 (on-site, first responder) support to targeted stakeholders and provide resolution across Entergy's IT standard EUC technology platform. Escalate issues quickly to Levels 2 and 3 as appropriate to resolve issue and ensure the issue does not recur. Develop appropriate work-around solutions that fully meet customer needs without violating security policies or creating additional issues. Maintain familiarity with all technologies used by senior executives and targeted stakeholders.

MINIMUM REQUIREMENTS

Minimum education required of the position

Bachelor's degree in related field or the equivalent work experience.

Minimum experience required of the position

7+ years working with production applications.

Desired: 7+ years working in an Enterprise IT organization, including end-user support, relationship & vendor management, situational analysis and reporting. Experience working in a shared services or outsourced vendor environment preferred.

Minimum knowledge, skills and abilities required of the position

Demonstrated experience managing production infrastructure in an outsourced environment. Knowledge of standard ITIL processes and methodologies preferred. Experience supporting infrastructure platforms. Strong analytical and problem-solving skills. Strong written and verbal communication skills.

Desired: Demonstrated strong commitment to customer service, excellent written and verbal communications skills, strong analytical, problem solving, and root cause analysis skills. Knowledge of standard ITIL processes and methodologies preferred.

Any certificates, licenses, etc. required for the position

Technology certifications preferred

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Pre-employment Testing: One way that Entergy has found to identify and assess the abilities and skills needed for certain jobs is through pre-employment testing. If this position does require an EEI test, the type of test will be located under the qualifications section of the job posting. If you are invited to a test session, we strongly recommend you review and complete the practice test as well as review the testing brochure for your respective test. The test brochure will give you critical information on the test such as time allocated and number of questions. Also, keep in mind that the actual test is timed; you should practice timing yourself while doing the practice tests. The practice test information and test brochures can be located by going to the EEI website, http://www.eei.org/practicetests , Logon ID: entergy, password: practice test (2 words).

In addition to EEI testing there is also Fit-for-Duty testing which will identify and assess the abilities and skills needed for certain jobs. If this position does require Fit-for-Duty testing, the type of test will be located under the qualifications section of the job posting.

Nearest Major Market: New Orleans

Job Segment: Consultant, Consulting, Service Desk, Contract, Customer Service, Research