Analyst II, End User
Job description
This position is for a Southern Company Technology Organization (TO) End User Analyst II, who will partner with Southern Company Services (SCS) and related operating companies. This role involves working directly with business partners and technicians to utilize in-depth technical knowledge to document, troubleshoot, prioritize, and resolve incidents and other reported issues. Additionally, the position is responsible for performing work to support the advancement of projects and technology implementation efforts within the team and the technical organization.

Qualifications

• 4 – 6 years of experience in a technical support or service desk role.
• A two-year degree in a technology-related field or equivalent military and/or work experience is required. A bachelor’s degree in computer science, Information Technology, Engineering, or a related technical field is preferred.

Major Responsibilities

• Serve as an escalation point for issues that can’t be resolved by the Service Desk.
• Partner with the business and other TO departments for incident and problem resolution.
• Adhere to established service management processes and procedures.
• Provide specialized, dedicated technical support as requested by business partners.
• Proactively identify opportunities to educate business partners on leveraging the use of technology more effectively.
• Evaluate, learn, and leverage new technologies quickly and effectively.
• Build effective relationships with key business partners and provide outstanding customer service.
• Partner with fellow TO End User Analysts, TO Planning Analysts, Application Portfolio teams, and other TO groups to form a strong, dedicated support team.
• Partner with other TO personnel to provide support (including after-hours as needed) for storm-related and critical 24/7 business operations.
• Stay abreast of emerging hardware and software technologies.
• Act as a Subject Matter Expert (SME) for related technology tools and applications.
• Assist junior members of the team.
• Understand and effectively leverage digital experience toolsets.

Knowledge, Skills, and Abilities

• Advanced technical knowledge of office computing environments including PC hardware, Microsoft Windows 11, Microsoft Office suite (i.e., Outlook, Word, Excel, PowerPoint, Teams, SharePoint), Microsoft 365, CoPilot, IT infrastructure, and their interaction and relevance in solving business problems.
• Customer service-focused with the ability to deliver on commitments and deadlines.
• Experience with remote desktop support and techniques.
• Demonstrated oral and written communication skills.
• Advanced knowledge and understanding of existing and emerging information technologies.
• Ability to coordinate work across all functions in TO and share best practices within business units, across business units, and within Southern Company to maximize value and provide consistency in Technology Organization operations to customers.
• Advanced troubleshooting and problem-solving skills.
• Advanced analytical skills.
• Perform all other related duties and tasks as assigned.
• Working knowledge of electric/gas utility industry and Southern Company is a plus.

Behavioral Attributes

• Behavior consistent with Southern’s Our Values philosophy – Safety First, Unquestionable Trust, Superior Performance, and Total Commitment.
• Must be proactive, highly motivated, and self-directed.
• Advanced organizational skills and strong customer service orientation.
• Capable of providing clear and concise instructions to end users.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Provide specialized dedicated technical support as requested/needed.
• Partner with Deskside Technicians, Planning Analysts, Data and Voice Engineers/Support, and other Technology business unit to resolve incidents.
• Seek opportunities to learn and transfer knowledge to others.
• Ability to prioritize work and complete assignments with little direction.
• Follow safe work practices.

• Serve as an escalation point for issues that can’t be resolved by the Service Desk.
• Partner with the business and other TO departments for incident and problem resolution.
• Adhere to established service management processes and procedures.
• Provide specialized, dedicated technical support as requested by business partners.
• Proactively identify opportunities to educate business partners on leveraging the use of technology more effectively.
• Evaluate, learn, and leverage new technologies quickly and effectively.
• Build effective relationships with key business partners and provide outstanding customer service.
• Partner with fellow TO End User Analysts, TO Planning Analysts, Application Portfolio teams, and other TO groups to form a strong, dedicated support team.
• Partner with other TO personnel to provide support (including after-hours as needed) for storm-related and critical 24/7 business operations.
• Stay abreast of emerging hardware and software technologies.
• Act as a Subject Matter Expert (SME) for related technology tools and applications.
• Assist junior members of the team.
• Understand and effectively leverage digital experience toolsets