INTERNAL/EXTERNAL POSTING: JOB REQUISITION #2763
POSTING DATES: July 2, 2019 through Open Until Filled
Customer Solutions Technologist
FI Business Technology
Negotiable within Montana Service Territory
5 - 8 $42,300 - $105,600
SUMMARY OF JOB DESCRIPTION
The position, Customer Solutions Technologist, in the eBusiness Group, is an integral part of the Business Technology Team. The successful candidate will work in a team environment to provide superior Customer Liaison support and development as it relates to the overall business strategy and needs of the customer. Working knowledge of PC's, applications, data center operations, networking and security is required.
Excellent oral and written communication skills are essential. In addition, the successful candidate must be a self-starter that pursues self-education, is customer focused, supports the organization's goals and values, and is willing to work extended hours as necessary.
While performing the duties of this position the employee will be required to see, walk, climb and balance, reach with hands and arms, sit, stoop, kneel, crawl and crouch under 1/3 of the time. Standing, sitting and using hands to type, finger, handle or feel will be required more than 2/3 of the time as well as being able to talk or hear over 2/3 of the time. Employee must be able to lift up to 10 pounds up to 2/3 of the time and up to 40 pounds under 1/3 of the time. The employee must be able to travel across the service territory to facilities and operate standard office equipment as required. The employee is expected to travel with a laptop computer and other necessary training peripherals. Employee is expected to take laptop home each night for disaster recovery purposes. Employee may be expected to participate in an on-call rotation.
DESCRIPTION OF ESSENTIAL FUNCTIONS
All NorthWestern Energy employees are required to adhere to company safety standards
Ensure all actions are consistent with NorthWestern Energy's values, mission, goals, strategic business objectives, Effective Leadership methodology and Code of Business Conduct and Ethics
Maintain the confidentiality of sensitive information
Comply with internal controls, policies, practices, procedures and standards
Working knowledge of SOX compliance
Engage with stakeholders, colleagues, and vendors to deliver appropriate solutions
Contribute to the development of new processes and resolve complex technical matters
Work in a team environment, remotely from supervisor, making positive team contributions
Share knowledge and assist in skill development for colleagues
Undertake complex projects involving multiple disciplines impacting multiple business units
Understand and apply new concepts quickly and accurately in an evolving environment
24 x 7 response required as well as evening and weekend hours when necessary
Balance local immediate needs with longer-term IT strategies and directions
Effectively communicate organizational and technology changes to stakeholders
Firm understanding of the System Development Life Cycle SDLC process
Ability to work and thrive in a fast-paced, multitasking environment
The Customer Solutions Technologist is a liaison between the business, technology and external business partners for project or process improvement requirements. The Information Analyst is responsible for proactively conducting interviews with all project stakeholders to determine functional requirements, modeling the requirements in an organized manner, and managing and communicating those requirements throughout the project or process improvement life cycle. Upon establishment of the requirements baseline, the Information Analyst will support change management, lead the development and delivery of the solutions which includes testing and engagement with the customer.
The Customer Solutions Technologist ensures that the technical solutions being developed will satisfy the needs of the business. The employee will engage stakeholders to analyze and develop conceptual design of system components. The Information Analyst ensures that high level designs including architecture requirements are accurately documented and map to the approved requirements.
Interact with business stakeholders to identify problems, needs, and opportunities for improvement
Investigate new technologies and future application releases through external sources self-study, formal training, industry news, seminars/conferences and white papers
Establish mentor relationships between Business Technology Developer and Business User Content Management, Application Support
Analyze and query complex data models
Troubleshoot production problems
Strong presentation and facilitation skills
Deliver training for applications/systems/equipment and related policies/procedures
Authors complex web pages
Assists in project planning and web site design
Creates prototypes and functional specifications for software projects
Perform other duties as required
Effectively and efficiently organize, plan, execute and coordinate multiple work assignments to meet project milestones or established completion dates
Work on projects including web layout enhancements, desktop applications, website enhancements, web based applications and database backed websites.
Identify which techniques and documentation options are appropriate for each methodology and project type COTS Commercial off the shelf, maintenance, business process improvement, new development, etc.
Proficient using various project software tools such as Microsoft Project, Excel and Visio
Creates technical methodologies for engineering solutions to web-based development problems
Meets with personnel on specifics of projects, new technologies, and deadlines
Conceptualizes long-term needs of web development, and plans and manages related projects
Adhere to established business analysis, database, and development standards and best practices
Interact with servers
Monitor site technical performance
Work on a variety of development frameworks and database systems
Analyze, review and modify web systems by designing, maintaining, documenting, testing, developing and monitoring.
Take advantage of Microsoft SharePoint as the platform and core foundation for the business solutions by including native SharePoint capabilities combined with custom-developed functionality such as custom web parts, lists, content types, business connectivity adaptors, workflows SharePoint Designer and Visual Studio 2010, event handlers, features, solution packaging WSPs, authentication providers, custom .NET assemblies, business intelligence functionality, and by integrating with other line of business systems.
Determines new web technologies to utilize, such as browsers, languages, and plug-ins, based on company needs and regulations.
Provides input on creating web-based technical standards for specific web sites and the company as a whole.
Technical support and troubleshooting skills
Mobile application development and responsive web design.
Responsible for eCommerce design and functionality
Develops and Reviews Requirements
Gathers, documents, and analyzes business needs and requirements.
Develop technical design specifications.
Excellent communication and interpersonal skills required
Ensure the system is technically feasible and financially achievable
Identify which functional requirements/features benefit the business support the most important strategic directions of the business, cheaper, faster
High level of knowledge of customer's business required
Be able to technically assess requirements against current architecture.
Clearly understand and accurately represent the needs of the stakeholders
Assist or be able to design the user interface and user experience of the system
Effective documentation and specification skills required
Assist in the overall planning of applications and company policy regarding optimization of applications and web development.
Conduct an effective requirements review to improve the quality of the requirements package
Strong analytical skills required
Document, categorize, identify area of impact, and package requirements
Comply with Change Management procedures and policies in developing and implementing changes
Thorough understanding of proper change management techniques required
Configure system and interact with system architects, developers, server analysts, network analysts, security analysts and business continuity team to ensure that system is properly implemented
Develop release notes and training documentation
Working knowledge of servers, networks multi-site configuration, security, and business continuity practices required
Effectively use Change Management procedures and policies in developing and implementing changes
Customer Service Support
Strong customer service skills
Provide technical support to end users on a variety of computer hardware, software and telecommunications issues in a multiple platform environment
Respond to requests via telephone, in person, email or help desk tickets
Diagnose, identify, research and resolve problems
Implement corrective action locally, from remote sites or guide end user through corrective actions
Take help desk calls or requests via email or ticketing system and work efficiently to resolve end user issues
Provide first level phone support as needed
Work with BT staff on projects and troubleshooting problems
Respond timely to staff requests, resolving issues, documenting changes within established parameters and escalating those which need higher level review
Working knowledge of Windows Operating Systems and Microsoft Desktop Applications
Support other Business Technology groups as workload and staffing requires
This job description reflects management's assignment of essential functions and key responsibilities. It does not prescribe or restrict responsibilities that may be assigned.
Bachelor's degree from four-year accredited college with some related experience and/or training or equivalent combination of education and experience
A+ Certification beneficial
Adhere to NorthWestern Energy's Professional Knowledge Worker Competencies
Ability to read, analyze, and interpret necessary documents and regulations
Ability to write reports, business correspondence, and procedure manuals
Ability to develop positive customer, team and leadership relationships to facilitate Business Technology business partnerships
Excellent computer skills including spreadsheet applications such as Excel, database, word processing and application development
Strong organization skills to coordinate workload and employee development
Travel will be required
Strong written and oral communication skills
Strong documentation skills
Strong troubleshooting skills
Demonstrate and maintain a good safety record
Must possess strong interpersonal communication skills
Knowledge of major content management systems, understanding and experience with SiteFinity beneficial
Expertise in Adobe creative suite Photoshop and Illustrator or GIMP
Knowledge of Google Analytics and other web statistic tools
When considering applicants for this position, the selection process will take into consideration the needs of NorthWestern, including such factors as reorganization requirements, diversity opportunities, relocation requirements, employee development and job succession. If any of the preceding language conflicts with the applicable bargaining unit agreements, the bargaining unit agreement will prevail.
External applicants should apply online at http://www.northwesternenergy.com. Internal applicants should apply online at iConnect. In compliance with the ADA Amendments Act, should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department via phone at 1-800-245-6977, or via email at firstname.lastname@example.org.
Human Resources Department Job # 2763
3010 West 69th Street
Sioux Falls, SD 57108
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability, veteran status, genetic information or any other protected class in accordance with applicable federal or state laws and statutes.