Sr Mobile Work Management (MWM) Specialist
Springfield, VA

Job Description

Job Description

Position Summary

Administers the Mobile Work Management (MWM) system and serves as the technical and functional subject matter expert with external vendors, internal users, and Company support functions. Requires availability on a 24-hours-a-day, 7-days-a-week basis to provide overall system and process support for both Operations Dispatch and field personnel both for emergencies and daily operations.

Tasks and Responsibilities

* Identifies needs, develops/documents requirements, and contributes to strategy for utilizing mobile work management (MWM) technology, including hardware and software; conducts periodic review of new technology related to MWM; leads Utility Operations efforts in optimizing solutions; anticipates future needs and delivers MWM management technology solutions
* Manages the demand process for all changes impacting MWM, contributes to design and implementation of work management system enhancement and maintenance releases
* Identifies, recommends and implements improvements and updates to mobile work management processes and solutions to optimize workflow and efficiency by configuring software, systems, and interfaces to align with the demands of the business
* Collaborating with other business units to add or modify host/3rd party interfaces
* Using an understanding of the field activities and related business processes to recognize areas where existing policies and procedures require change and working collaboratively to implement changes
* Performs and/or coordinates system testing for all changes impacting MWM
* Collaborates with support units to provision reliable work management technologies, including communications, in-vehicle systems and appurtenances, for field employees and contractors; collaborates with Transportation and Electronic Communications on new vehicle mobile equipment installation
* Develops and maintains user profiles, including composite roles. Reviews and approves access requests
* Coordinates, develops, updates and delivers training materials and training and performs change management activities
* Provides overall software support (CAD Help Desk) for both Operations Dispatch and field personnel on a 24-hours-a-day, 7-days-a-week basis. Manages Tier 2 user support processes
* Assures that issues are documented, monitors for trends, and provides analysis for root cause identification and resolution
* Monitors system and business process performance to ensure high quality data and records are produced
* Acts as a liaison with support units for maintenance activities, coordinates software and configuration updates to as needed
* Identifies, troubleshoots, and resolves application, hardware, network and communications issues and ensures high availability
* Serves as the Business Lead and Subject Matter expert on major projects
* Develops, generates and distributes various work measurement, management and ad hoc reports and collaborates with Operations to identify and develop measures to monitor performance
* Performs special projects and other duties as assigned

Qualifications, Skills and Abilities

* Bachelor's Degree in Business, Computer Science or related field is required
* 5+ Years of related experience utilizing computer technology and company record-tracking systems and databases; System business owner-level enterprise application support, including configuration design and administration
* Demonstrated working knowledge of databases and the ability to write basic SQL statements to prepare process metrics
* Demonstrated working knowledge of networking and communications, including common integration frameworks and wireless technology
* Proven ability to use computer software and applications, including Microsoft Office (Word, Excel, Access) and other data analysis tools, for data management, research, analysis and reporting purposes
* Working knowledge of SAP Enterprise Core Component, Click Schedule, SAP Work Manager, BOBJ, Lumira, Hana WEBI, Agentry, and/or Java preferred
* Working knowledge of Operations Dispatch, utility field operations and maintenance procedures, customer service operations, and project management preferred
* Ability to lead diverse groups with mutual project goals to successful completion of stated objectives preferred
* Experience with reporting tools such as Business Objects for business intelligence preferred
* Demonstrated ability to present ideas logically and concisely to diverse audiences at all internal and external levels, both verbally and in writing
* Demonstrated ability to establish rapport and effective working relationships with business partners, supervisors and peers
* Demonstrated ability to conceptualize and analyze multiple scenarios in solving broadly-defined business problems

WGL is an EEO employer - M/F/Vets/Disabled