Associate Specialist, Operations Services

Primary Role

The Associate Specialist, Operations Services supports a range of services aiding operational service delivery, and implements practical, targeted solutions to drive business and operations performance improvement opportunities.

Key Accountabilities

• Lead and/or support the delivery of projects to drive operational improvement and standardization.
• Provide support for state operations in the effective adoption and use of company-defined standardized operational systems.
• Assist with the due diligence and integration of new acquisition targets and closed acquisition transactions, as requested.
• Support the provision of state-owned customer service-related activities to deliver high-levels of customer service and address customer complaints.
• Analyze state- and district-level operational performance data provided by the centralized Operational Performance and Planning team, to identify opportunities for performance improvements within the assigned state of responsibility.
• Use MapCall, SAP and other AW systems to review and evaluate water and wastewater assets and equipment.
• Use various tools to analyze, compile, track, report and at times update asset or equipment data.
• As-built processes various reoccurring processes which may include, but are not limited to, water plant operations, capital programs, field projects, work orders, regulatory compliance customer service and employee records.
• Prepares, responds, and gathers data requests in various configurations such as SAP, CRM, MapCall and various other systems.
• Compiles and reviews numerous essential reports on a daily/weekly/monthly basis.
• Interacts with internal customers as a first level resource for various departmental or functional issues which may be related to customer service, customer billing, water supply, regulatory issues etc.
• Provides any additional assistance and researches and resolves difficult customer questions, concerns, difficulties, inquiries and/or problems.
• Provides general assistance for day-to-day managerial and departmental needs and special projects.

Knowledge/Skills

• Core professional competence in Service Delivery and project management within a related field, knowledge of utility operations, maintenance, and/or capital program management/delivery.
• Knowledge of contract administration.
• Working knowledge of new technology and current trends in water quality, water treatment, developer services and other related water resource management disciplines.
• Business acumen and judgment; knowledge of company procedures, policies and operations; knowledge of Change Management methodologies and techniques.
• Good knowledge of water and/or wastewater system state and federal regulatory requirements and standards.
• Excellent written and verbal communication skills (e.g., fluency in report writing and presentations).
• Effective interpersonal skills (e.g., persuasion, negotiation, listening, cooperation, tact, diplomacy, problem solving, internal consulting)
• Basic project management skills (e.g. planning, organizing, directing, monitoring and reporting on project activities, managing concurrent projects).

Experience/Education

• Bachelor’s degree in engineering, business, or related field desired.
• Equivalent role-related work experience in lieu of a degree will be considered.
• 2+ years’ experience with a bachelor’s degree or 8+ years’ experience without a bachelor’s degree in utility operations, customer service, or project management roles.
• Water / Wastewater experience preferred.

Certifications/Licenses

Project Management certification preferred.

Work Environment

Primarily indoor office environment

Travel Requirements

Up to 30%, as required

Competencies