American Water Works
Associate Specialist, Operations Services
American Water Works, Scranton, Pennsylvania, United States, 18501
Associate Specialist, Operations Services
The Associate Specialist, Operations Services supports a range of services aiding operational service delivery, and implements practical, targeted solutions to drive business and operations performance improvement opportunities. Key Accountabilities
Lead and/or support the delivery of projects to drive operational improvement and standardization. Provide support for state operations in the effective adoption and use of company-defined standardized operational systems. Assist with the due diligence and integration of new acquisition targets and closed acquisition transactions, as requested. Support the provision of state-owned customer service-related activities to deliver high-levels of customer service and address customer complaints. Analyze state- and district-level operational performance data provided by the centralized Operational Performance and Planning team, to identify opportunities for performance improvements within the assigned state of responsibility. Use MapCall, SAP and other AW systems to review and evaluate water and wastewater assets and equipment. Use various tools to analyze, compile, track, report and at times update asset or equipment data. As-built processes various reoccurring processes which may include, but are not limited to, water plant operations, capital programs, field projects, work orders, regulatory compliance customer service and employee records. Prepares, responds, and gathers data requests in various configurations such as SAP, CRM, MapCall and various other systems. Compiles and reviews numerous essential reports on a daily/weekly/monthly basis. Interacts with internal customers as a first level resource for various departmental or functional issues which may be related to customer service, customer billing, water supply, regulatory issues etc. Provides any additional assistance and researches and resolves difficult customer questions, concerns, difficulties, inquiries and/or problems. Provides general assistance for day-to-day managerial and departmental needs and special projects. Knowledge/Skills
Core professional competence in Service Delivery and project management within a related field, knowledge of utility operations, maintenance, and/or capital program management/delivery. Knowledge of contract administration. Working knowledge of new technology and current trends in water quality, water treatment, developer services and other related water resource management disciplines. Business acumen and judgment; knowledge of company procedures, policies and operations; knowledge of Change Management methodologies and techniques. Good knowledge of water and/or wastewater system state and federal regulatory requirements and standards. Excellent written and verbal communication skills (e.g., fluency in report writing and presentations). Effective interpersonal skills (e.g., persuasion, negotiation, listening, cooperation, tact, diplomacy, problem solving, internal consulting) Basic project management skills (e.g. planning, organizing, directing, monitoring and reporting on project activities, managing concurrent projects). Experience/Education
Bachelor's degree in engineering, business, or related field desired. Equivalent role-related work experience in lieu of a degree will be considered. 2+ years' experience with a bachelor's degree or 8+ years' experience without a bachelor's degree in utility operations, customer service, or project management roles. Water / Wastewater experience preferred. Certifications/Licenses
Project Management certification preferred. Work Environment
Primarily indoor office environment Travel Requirements
Up to 30%, as required Competencies
Champions safety
Customer obsessed
Cultivates innovation
Nimble learning
Drives Results
Collaborates
The Associate Specialist, Operations Services supports a range of services aiding operational service delivery, and implements practical, targeted solutions to drive business and operations performance improvement opportunities. Key Accountabilities
Lead and/or support the delivery of projects to drive operational improvement and standardization. Provide support for state operations in the effective adoption and use of company-defined standardized operational systems. Assist with the due diligence and integration of new acquisition targets and closed acquisition transactions, as requested. Support the provision of state-owned customer service-related activities to deliver high-levels of customer service and address customer complaints. Analyze state- and district-level operational performance data provided by the centralized Operational Performance and Planning team, to identify opportunities for performance improvements within the assigned state of responsibility. Use MapCall, SAP and other AW systems to review and evaluate water and wastewater assets and equipment. Use various tools to analyze, compile, track, report and at times update asset or equipment data. As-built processes various reoccurring processes which may include, but are not limited to, water plant operations, capital programs, field projects, work orders, regulatory compliance customer service and employee records. Prepares, responds, and gathers data requests in various configurations such as SAP, CRM, MapCall and various other systems. Compiles and reviews numerous essential reports on a daily/weekly/monthly basis. Interacts with internal customers as a first level resource for various departmental or functional issues which may be related to customer service, customer billing, water supply, regulatory issues etc. Provides any additional assistance and researches and resolves difficult customer questions, concerns, difficulties, inquiries and/or problems. Provides general assistance for day-to-day managerial and departmental needs and special projects. Knowledge/Skills
Core professional competence in Service Delivery and project management within a related field, knowledge of utility operations, maintenance, and/or capital program management/delivery. Knowledge of contract administration. Working knowledge of new technology and current trends in water quality, water treatment, developer services and other related water resource management disciplines. Business acumen and judgment; knowledge of company procedures, policies and operations; knowledge of Change Management methodologies and techniques. Good knowledge of water and/or wastewater system state and federal regulatory requirements and standards. Excellent written and verbal communication skills (e.g., fluency in report writing and presentations). Effective interpersonal skills (e.g., persuasion, negotiation, listening, cooperation, tact, diplomacy, problem solving, internal consulting) Basic project management skills (e.g. planning, organizing, directing, monitoring and reporting on project activities, managing concurrent projects). Experience/Education
Bachelor's degree in engineering, business, or related field desired. Equivalent role-related work experience in lieu of a degree will be considered. 2+ years' experience with a bachelor's degree or 8+ years' experience without a bachelor's degree in utility operations, customer service, or project management roles. Water / Wastewater experience preferred. Certifications/Licenses
Project Management certification preferred. Work Environment
Primarily indoor office environment Travel Requirements
Up to 30%, as required Competencies
Champions safety
Customer obsessed
Cultivates innovation
Nimble learning
Drives Results
Collaborates