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Job Description
We are seeking a highly motivated and detail-oriented EAM Support Supervisor to oversee the support and maintenance of our Enterprise Asset Management (EAM) system. This role will be responsible for managing a team of support analysts, ensuring system reliability, optimizing workflows, and driving continuous improvement initiatives. The EAM Support Supervisor will collaborate with cross-functional teams, including IT, operations, and asset management, to enhance system performance and user experience.
The EAM Support Supervisor plays a critical role in coordinating the assignment of requests within the Department of Water Management (DWM). Responsibilities extend to overseeing the distribution and completion of day-to-day operations, ensuring the seamless execution of tasks and adherence to established workflows. The role involves the development of Quality Control (QC) test plans and the execution of testing for new workflows, contributing to the continuous improvement of processes and the optimization of the Enterprise Asset Management (EAM) system. Additionally, the role is responsible for UI set-up for larger deployments, ensuring the effective implementation and user interface configuration for significant projects.
Supporting day-to-day operations is a key aspect of the EAM Support Supervisor role, encompassing tasks such as creating, adding, and deactivating users and user groups, adding new fields, creating data spies, providing training sessions for DWM and internal EAM users, creating Quick Reference Guides (QRGs), and gathering requirements for reporting.
In addition to the supervisory responsibilities, the role actively contributes to system enhancements by creating commodity codes, managing contract and price updates in the system, and participating in the strategic planning of EAM operations. The EAM Support Supervisor’s leadership and coordination skills are essential in maintaining the efficiency of EAM support operations.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Business Administration, Engineering, or a related field and four years of relative work experience or demonstrated equivalency of experience and/or education

PREFERRED QUALIFICATIONS & EXPERIENCE

• 5+ years of experience in EAM system support, asset management, IT or customer service support roles.
• 2+ years of experience in a supervisory or leadership position is a plus.
• Strong understanding of EAM systems (e.g., IBM Maximo, Hexagon EAM, SAP PM, or similar platforms).
• Knowledge of database management, system integrations, and reporting tools is a plus.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong communication and interpersonal skills, with the ability to work across various departments.
• Experience in project management and process improvement methodologies is a plus.
• Experience working in industries such as utilities, manufacturing, transportation, or public infrastructure is a plus.

• Lead and supervise the EAM support team, providing guidance, training, and performance evaluations.
• Oversee the daily operations of EAM system support, ensuring timely resolution of issues and system uptime.
• Coordinate assignment of requests.
• Oversee distribution & completion of day-to-day operations.
• Develop QC test plans, execute testing for new workflows.
• UI set-up for larger deployments.
• Support day-to-day operations including:
• Create/add/deactivate users & user groups
• Create/add new fields
• Create data spies
• Training for DWM & internal EAM users
• Creating QRGs
• Gather requirements for reporting
• Create commodity codes in the system
• Contract & price updates in the system
• Collaborate with IT and business teams to identify, troubleshoot, and resolve system-related problems.
• Develop and implement best practices for system usage, user support, and data integrity.
• Monitor system performance and generate reports to assess functionality and efficiency.
• Coordinate software updates, patches, and upgrades with IT and vendors.
• Facilitate user training sessions and create documentation for system users.
• Work with stakeholders to gather requirements for system enhancements and configuration changes.
• Ensure compliance with company policies and industry standards related to asset management.
• Continuously seek opportunities for process improvements to maximize system capabilities.
• May orient, train, assign, and check the work of lower level employees.
  Qualifications