Job Information

Hourly Pay Range: $21.00 - $33.38

The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity. In addition to compensation, you will be offered a comprehensive benefits package including 401(k), Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! 

American Water is also proud to offer employees learning opportunities and work experiences to grow professionally!

Primary Role

• Maintain application and application interfaces inventory.
• Integrate new capabilities into project, product, and program management
• Collaborate with other technological domains and business functions to develop innovative business solutions
• Demonstrated ability to apply application technologies to solve practical problems in a high-tech development environment with multi-function teams for large, complex systems with minimal direction
• Translate AW’s business strategy and goals into successful projects
• Maintain project management principles.
• The IOC Operator - Level I is responsible for providing frontline support, via call, chat or email, to all American Water employees and contractors.
• Responsible for assisting personnel with ensuring all hardware platforms, operating systems, utilities and related tools and devices are available for successful management of production schedules and service levels.
• Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed.
• Demonstrate Cyber Security Awareness
• Escalates malfunctions to IOC Desk leadership, when necessary, documents problems and resolutions.  Serve as an escalation for IOC Jr. Operator.
• Maintains IOC Desk metrics.

Key Accountabilities

• Develop and/or promote solutions which support the business requirements and business strategies, and which align with enterprise and departmental goals
• Support leadership in managing customer expectations for project implementation and managing stakeholder communications.
• Collaborating with stakeholders to ensure that key projects are aligned with business requirements.
• Understand the relationship between applications, application architecture and Business processes.
• Ensure Data Privacy and Data Governance are key considerations in every project engagement.
• Provide immediate technical assistance to users facing issues with computer hardware, software, peripherals, and other IT systems.
• Guide end-users through troubleshooting steps and problem-solving processes using clear, patient, and professional communication.
• Prioritize customer satisfaction by providing timely, effective, and helpful support. 
• Ensure all information is accurately documented to maintain records for each interaction.
• Display the ability to recognize when an issue is out of scope and how to properly escalate to next level support and following up on this escalation.
• Actively scan our knowledge database to stay up to date on all standards and procedures.
• Enforce company cyber security policies and be vigilant of any potential cyber threats or vulnerabilities.
• Assist IOC Desk leadership and American Water stakeholders.

Knowledge/Skills

• In-depth knowledge of technology
• Strong knowledge of digital technologies and applicability for the water and wastewater industries
• Demonstrated ability to apply project management skills to solve practical problems in a high-tech development environment.
• Excellent verbal, written and presentation skills
• A self-starter with ability to work on multiple projects simultaneously with a keen desire to learn and expand depth of knowledge
• Good Collaboration, prioritization and team working skills
• Ability to work in a fast-paced dynamic environment with virtual teams
• A passion for working on projects where there is some element of unknown and ambiguity
• Ability to work independently and take initiative to find/develop solutions for business requirements.
• Fast learner with attention to detail
• Should be receptive to constructive criticism when necessary

Experience/Education

• Associate’s degree in information systems or a similar technology field is preferred. 
• 2+ years’ experience working in IT Support or other technology fields preferred. 

Travel Requirements

As necessary, up to 20% 

Work Environment

Standard office environment

Certifications & Licenses

Competencies