Senior Work Management Specialist

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This is the advanced level of the Work Management classification hierarchy. Employees at this level are responsible for providing advanced technical, analytical and work management support for Distribution, Customer Experience & Services. The incumbent, working within the parameters of established processes and standards, uses independent judgement and initiative to complete assigned tasks. This position is accountable for providing accurate and timely work results which supports safety, reliability, storm restorations, and cost management while providing excellent customer service. This position may also be utilized to provide administrative support to multiple managers and serves in a non-exempt capacity. Acts as Technical trainer - training WMS l and ll on all work.

- Maintains excellent customer service to operations, management and customers.
* Advanced knowledge and able to participate in continuous improvement initiatives
* Requires in-depth knowledge and experience; solves complex problems-skilled and trains WMS l & ll's on all WM tasks.
* Provides independent consultation for work management processes to resolve moderately complex issues
* Proactively collaborate with other work groups to ensure desired customer experience - skilled at communicating daily with C&M and Designers to ensure customer's needs are met.
* Provide ongoing project/work order support including investigation, analysis and execution of action needed (e.g. coordination, corrections, date management, work order accounting updates, etc.) to optimally resolve errors, issues or escalations - Skilled and manages related queries and trains WMS l & IIs on these tasks.
* Ensure efficient and effective workflow across all work groups
* Takes ownership of customer issues and problems until resolved - Serves as support for lower ALL levels of WMS in resolving issues and problems.
* Communicate with internal and external customers; handle escalated customer communications - resolves and supports lower level ALL WMS with resolving customer escalations
* Reports job status details to appropriate personnel as needed
* Effectively communicates with C&M leadership and employees regarding proper execution of work.
* Audits work performed to ensure customer is billed accurately and timely
* Tasks are managed to ensure accurate billing is done in a timely manner.
* Ensures work is scheduled and managed to meet an established timeline
* Excels with extensive knowledge of operations process and work management standards as used in Distribution, Customer Experience & Services
* Maintains confidential information in a professional and discreet manner
* Achieves acceptable level of availability during normal work schedule and emergency storm restoration after hours and weekends
* Monitors various reports to ensure process adherence to a ensure work is scheduled to meet an established timeline.
* Uses software applications (e.g. Word, PowerPoint, Excel) to prepare correspondence, reports, presentations, agendas, minutes, manage calendars or meetings/meeting coordination etc.
* Assists with maintenance of IBEW 1393 contract compliance
* Creates and maintains joint use notifications with other utilities
* Appropriately dispatches daily work to field performers

- Cost Management
* Verifies and applies correct general ledger account accounting in all work-related applications and functions.
* Creates reconciliation of credit cards and creation of expense reports for reimbursable items not purchased on company credit card and ensures proper GL accounting is applied
* Adheres to monthly accrual timelines and system entry cut-off dates; Ensures all invoices on hand are recorded and sent to the appropriate department that processes the accrual
* Reconciles work order materials, labor and equipment to represent actual field construction
* Resolves all errors and prepares construction work orders for close-out in work management system, properly reporting units of property to Asset Accounting - Skilled and trains lower levels WMS on reviewing Construction maps, logs, cu payment, billing, and plans tab. Compare all and ensure material was used, payment issued, and work is complete. Perform estimation within CU version, run material balancing report (MBR), balance material by issuing and returning to/from accounting storeroom. Run detailed cost report to verify all CUs are charged to the correct MX project. Running Addition and Retirement report (ARR). Investigate any errors, can be time consuming can result in IT ticket or reaching out to PM, Engineers and/or CS to resolve. Manage any open prereqs, often must reach out to other to have them completed. Asbuilts version once all material is balanced and errors resolved. Utilize financial application PowerPlan to ensure Units of Property are recorded and project is closed accurately. Run PowerBI report weekly and update SubOps and Asbuilts - update local related tracking spreadsheets.
* Collaborates with C&M Supervisors to ensure timesheets are accurately completed and recorded in time management system in accordance with payroll guidelines
* Creates appropriate work order to complete follow-up work utilizing the most cost-effective resource and skillset. Skilled and trains lower-level WMS on collaborating with contractors to ensure adherence to due dates on UG repair/replace. Negotiate Collaborates with customer and contractor to meet customer needs related to required work.
* Obtains approvals, calculates costs and generates invoices for property damage claims, and miscellaneous costs. Extensively researches and analyzes damage orders to ensure proper billing for PRG to bill damager. Ensures all material (CUs) and labor is documented on the WO for dollars to be returned back to the company. Ensure abandoned claims are updated weekly and Hold query is managed appropriately. Backend process on the billing tab to ensure payment was accurate.

- Reliability
* Prepares for and provides emergency support including dispatching, updating, completing, calling emergency locates, reporting oil spills, pinging meters, updating ETORs, and allocating event assignments to damage assessors and clearing events in outage management tools
* Updates storm resource tracking and outage management tools during storm restoration
* Supports the execution of specific Delivery Operations reliability programs or processes using appropriate work management applications.

- Employee Engagement & Safety
* Supports Human Performance safety culture through active participation in safety meetings
* Follows ergonomics and safety guidelines
* Support corporate initiatives
* Demonstrate a commitment to continuous learning and development
* Administers special projects across work groups as needed (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.)

* High School/GED degree
* 2 plus years related work experience

Additional Preferred Qualifications

• Possesses advanced, fully competent knowledge of applications used in Distribution, Customer Experience and Services

• Exhibits flexibility and dependability during normal work schedule and after-hours emergency storm restoration

• Collaborates effectively in a team environment

• Advanced knowledge of system applications used in Distribution, Customer Experience & Services

• Authority of local ordinances, permits, and inspections

• Supports changing work environments, processes and policies

• Possesses effective written and verbal communication and interpersonal skills

• Possesses working knowledge of Microsoft Office Software

• Previous customer service experience

• Prioritizes work effectively

• Demonstrates good judgment in decision making

• Works independently in resolving problems

• Investigative, research and analytical skills for complex work order status, auditing and corrections (materials, financials, date management, etc.)

• Critical thinking to take appropriate action to resolve issues independently and with limited supervision

• Demonstrated ability to manages external communication and resolving escalated customer situations

Mobility Classification - Hybrid

Travel Requirements

Posting Expiration Date

All job postings expire at 12:01 AM on the posting expiration date.

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