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Form of workSRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.
The candidate will be part of the Digital Support & Voice (DSV), whose mission is to improve stakeholder experiences by providing delivery channels for self-service and flexibility to support working anywhere, anytime, on any device.
This position is responsible for designing, implementing, and supporting enterprise-wide conferencing and audio/video (A/V) in shared workspaces focusing on providing consistent, reliable, and positive end user experiences to SRP stakeholder and customers.
- Plan, execute and deliver Conference Rooms and specialty A/V projects based on roadmaps and stakeholder requirements.
- Facilitate governance processes, procurement and vendor coordination, stakeholder communication and general project management.
- Provide subject matter expertise for A/V technologies.
- Assist with continually improving Conference Room and A/V services including: the operational support model, hardware and software lifecycles, and design standards that align with technology trends.
- Work within a defined set of IT service management processes and procedures, including: Incident, Problem, Knowledge, Request, Configuration, Change management,
- Troubleshoot and determine root causes of complex issues, failures or outages that could include issues with applications, operating systems, services, hardware, network connectivity and other infrastructure.
- Provide after-hours rotational on-call support.
Promotion to Level 2 requires a minimum of two years experience at Level 1 and demonstrated capability to perform advanced and more difficult work as determined by the supervisor. Promotion to Senior Level requires a minimum of 3 years experience at Level 2, is fully competent in all aspects of functional area of assignment and as such would be recognized as a specialist in area of assignment and may have periodic or occasional lead responsibilities.
Requires in-depth working knowledge of and experience with multiple technical areas across a large- scale enterprise environment in the following areas:
- End user support processes and functions
- User experience and interface design
- IT service management and ServiceNow
- Process workflow design and automation
- Data management, reporting and analytics
- Project management
- Microsoft Windows operating systems
- Microsoft 365 platform (Office Pro Plus, Teams, Planner, etc.)
- Active Directory, Group Policy, NTFS permissions, DNS
- Microsoft Teams Room & video conference equipment
- Crestron control devices & environments
- CTS certification highly recommended
The successful candidate will possess the following strengths:
- A strong background in client support and demonstrated ability to work with clients of varied technical skill levels.
- Expert knowledge in many areas of the role's technology focus including service design, monitoring, alerting, management, integration & migration in a large organization with multiple data centers.
- Expert knowledge and application of Microsoft, ServiceNow and industry best practices and security principles.
- Detail oriented with strong analytical, problem solving and technical troubleshooting skills.
- Well organized with the ability to manage and prioritize multiple tasks simultaneously.
- Strong interpersonal skills and the ability to work effectively in a team as well as independently when necessary.
- Excellent oral and written communication skills, including understanding of good documentation practices.
Requisition Details
Requisition ID: 15695
Hybrid Workplace
SRP currently offers a hybrid workplace, which allows employees whose jobs can be performed remotely, and who have sufficient technical capability, to telework up to three days per week. Although teleworking is available, all employees must live and work in Arizona. We are taking steps to protect the health and well-being of all team members, and by following a number of health and safety protocols, to reduce the risk of the coronavirus (COVID-19).
Equal Opportunity Employer Statement
Salt River Project (SRP) recognizes diversity and inclusion as key drivers of innovation and growth, and seeks to attract a diverse employee base that reflects our community. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, military status or any other protected status under applicable federal, state or local law. Ultimately, SRP aspires to fully apply the power of diversity and inclusion to build a more equitable and sustainable future for our customers, employees and community.
Drug/Alcohol Policy Statement
In order to promote the safety and well-being of our employees, customers and the communities we serve, SRP is committed to maintaining a drug/alcohol free work environment. Although marijuana may now be legal in Arizona, except as otherwise specified under Arizona law, SRP considers it to be an illegal drug for the purpose of our drug/alcohol policy because marijuana remains illegal at the federal level. Any candidate found to be impaired during the hiring process or who has the presence of an illegal drug or unauthorized substance in their system during the pre-employment drug/alcohol test may be disqualified from further consideration in the hiring process.
All candidates must be legally authorized to work in the United States.
Currently, SRP does not sponsor H1B visas.
Why Work at SRP
SRP's success is rooted in our employees' happiness, health and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:
• 401(k) plan with employer matching
• Retirement pension
• Paid vacation
• Parental leave
• Holiday pay
• Sick leave
• Medical, vision, dental and life insurance
• Wellness programs
• Pre-tax benefits
• Short and long-term disability plans
• Tuition assistance
