Manager, End User Services in Portland, OR at Avangrid

Date Posted: 9/27/2018

Job Snapshot

Job Description

Publication date: 26.09.2018
REFERENCE: 5102934101

Company
Company: Avangrid Renewables
Job Title: Manager, End User Services
Department: IT
Location: Portland, OR

Business and Department
Klamath Cogeneration
Klamath Falls,OR

Description
The IT Manager of End User Services will manage end users operations and services within the Infrastructure,
Operations and Communications team in AVANGRID. This leader will interact with our internal customers
(end-users), IT service teams, support organizations, VIP users and our Global Service Desk organization and will
ensure integrity and quality of end user environments throughout the entire technology lifecycle.

Responsibilities
• Deliver operational stability in close collaboration with IT infrastructure and applications teams in both
Avangrid and Global Iberdrola.

• Provide leadership and oversight on all aspects of the digital workplace including technical engineering,
operational readiness, early adopter and pilot programs, technology transition and transformation; communications;
end user adoption; service delivery and service support.

• Manage the Service Desk team, service escalation to resolution, and continuous improvement opportunities
as appropriate. Perform an analysis of tickets and recommend updates to processes and procedures to help
ensure SLA's are being achieved.

• Support and manage activities and projects to enhance the end user experience, including actively
participating in customer satisfaction surveys, meetings, and projects to enhance end user measurable satisfaction.

• Participate with the Global Service Management teams, assuring the right processes are in place, reviewing
and aligning the Global catalogue of services, monitoring the service level targets and reporting on a regular basis.

• Manage incident management, problem management, and change management processes

• Manage Business Impact Analysis (BIA) for Avangrid Renewables end user applications.

• Manage Avangrid Renewables Disaster Recovery DR processes and procedures, including the coordination
of the yearly DR exercise.

• Ensure VIP Support for Corporate users on high standard and customer service.

• Ensure customer satisfaction. Review established action plans to enhance end user experience and
satisfaction with the Service Desk.

• Participate on service improvement initiatives and assist in corrective actions plans and tracking their
process.

• Assist in the analysis of common incidents and problems and propose innovative solutions for improvement.
Proactively seek the enhancement of end user experience with the Service Desk and resolver teams.

• In conjunction with infrastructure, security, application development, and business teams, ensure all end user
infrastructure systems are in an optimal configuration. Ensure end user operating systems, software, and security
run according to company standards.

• Manage Operations and conduct Operational review meetings with customer stakeholders. Provide technical
leadership, instruction, and direction to the Service Desk team.

• Keep the knowledge base and documentation for the team updated with new resolution and process
appropriately. Help to maintain the proper documentation for the Service Desk and support organizations.

• Report Monthly CSL\KPI performance as per contract.

• Responsible for end user infrastructure refresh.

Requirements
• Bachelor's Degree in computer information systems/ business or the equivalent combination of education
and experience
• 7 years of experience in Desktop Engineering and Management.
• 2 years of work experience within international IT Service Management areas.
• Solid understanding of Operating System Deployment - Windows 7, 8 & 10, Microsoft Office 2013 & 2016
support, Office 365, OneDrive, Bit locker, Skype for Business and Application deployment
• Experience of managing a Service Desk team
• Knowledge of Service Management approach (ITIL V3 preferably)
• Process driven person
• Ability to understand end users' requirements, concerns and manage interaction between different parties
• Proactive person with excellent communication skills
• Emphatic and positive person with a "can do" attitude
• Experience with ticketing tools in managing incidents and services requests.
• Experience with OS upgrades/migrations on a corporate scale, specifically Windows 7 to 10.

• Experience with Service Now, Office 365, Microsoft Teams, WebEx.
• Ability to organize, prioritize, and coordinate multiple work activities and meet target deadline
• Proven documentation and technical writing skills including technical documentation such as policies,
standard operating procedures, and user procedures.
• Ability to communicate with and influence technical and non-technical customers, colleagues, and vendors.
• Ability to share knowledge and mentor and manage less experienced team members.
• Strong interpersonal skills.
• Desirable Project Management training

Preference may be given to candidates with the following:
• 1-3 Years working knowledge of Service Now

All offers of employment are contingent upon the successful completion of a medical Fit for Duty exam (only if
applicable to job requirements), background check, references, drug screen, verification of legal right to work in the
U.S., and in some cases, a credit check. A credit check will be administered when a prospective employee will be
working in Finance, Accounting, Treasury or where duties may involve handling of funds, accounts or cash. A Motor
Vehicle (MVR) check will be administered when a prospective employee will be regularly using a company vehicle.

Avangrid Renewables is an Equal Opportunity Employer. All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, national origin, protected veteran status, status as an
individual with a disability, or any other status or class protected by federal or state law.

This opportunity will offer
Full Time Exempt