Leads the Engineering Support Services function that enables efficient and reliable delivery of electric distribution work for members. Provides management and continuous improvement across Esri GIS, work request and work order support (SEDC/UPN/Zendesk), operational reporting/analytics, and support for OMS/SCADA integration touchpoints. Ensures accurate system records, consistent workflows from intake through release to construction and closeout/as-builts, and measurable service performance in partnership with Engineering, Field Engineering, Operations, Construction, System Control, and Member Services.
Manage and develop GIS, work order/work management support, and OT support staff (and contractors as assigned); set priorities, performance expectations, and training/cross-training plans.
Operate a structured support intake and triage model using Zendesk, including categories, routing, SLAs, escalations, documentation, and metrics reporting.
Lead ESRI GIS program execution to ensure map and asset record accuracy, connectivity/model integrity, attribute standards, and timely posting of as-builts.
Maintain and improve work request and work order support workflows using SEDC/UPN; standardize templates, checklists, and minimum required fields to improve release-to-construction readiness.
Partner with Engineering, Field Engineering, Construction, and Operations to improve handoffs, reduce rework/returns, and strengthen closeout and as-built discipline.
Support OMS/SCADA integration touchpoints with GIS and work management tools by coordinating requirements, testing, change control, troubleshooting, and vendor/IT/System Control engagement.
Provide operational reporting and dashboards (backlog/aging, cycle time, as-built lag, GIS quality KPIs, recurring issues) to support leadership decision-making.
Establish and maintain data governance and quality controls, including definitions, source-of-truth, validation rules, audits, and change control for templates/workflows/reports.
Manage vendor relationships and support budget planning and roadmapping for system enhancements, remediation efforts, and support services.
Provide after-hours and storm restoration support as required to maintain critical workflows and data integrity.
Required Education:
Bachelor’s degree in Engineering, GIS, Information Systems, Computer Science, or a related field; or equivalent combination of education and electric utility experience.
Required Experience:
5+ years of experience supporting electric distribution functions (GIS, work management/work orders, engineering/operations support systems, or OT analytics).
2+ years of leadership/supervisory experience (direct supervision preferred).
Supervisory Responsibility
Provides direct supervision to GIS Specialists/Analysts, Work Order Specialists, and OT Data Analyst/Programmer role(s) and may provide functional oversight of contractors. Responsible for assigning work, setting expectations, coaching and developing employees, participating in hiring recommendations, and conducting performance evaluations in accordance with cooperative policies.
Sitting: Continually sits at workstation
Standing: Frequently stands to greet members and work counter/window
Walking: Frequently walks to greet members and work counter/window
Driving: Not at all
Talking: Continuously speaking to communicate with members, co-workers and contractors while conducting work activities. Talks with others face to face, telephone and via two-way radio.
Hearing : Continuously uses hearing to communicate with coworkers, members, customers and vendors. Occasionally, use hearing to operate or monitor equipment.
Visual (include color perception): Frequently uses sight to complete tasks with computer, phone and paper. Occasionally required to evaluate supplies or equipment readings based on colored lights or colored coding.
Lifting or Carries: Frequently lifts or carries materials weighing up to 10 lbs. Occasionally lifts or carries materials that weigh up to 40 lbs.
Pushing or Pulling: Occasionally twists, pushes and pulls to file or retrieve documents.
Bending or Stooping: Occasionally bends or stoops to file or retrieve documents.
Kneeling, Squatting or Crawling: Occasionally kneels, squats or crawls to file or retrieve documents.
Climbing or Balancing: Not at all
Twisting or Reaching: Occasionally twists or reaches to file or retrieve documents.
Gripping or Grasping: Frequently grip-grasps mail to open and sort or to operate office equipment.
Fine Manipulation: Frequently uses hands to operate computer and office equipment
Operating Controls: Not at all
