As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.
WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.
I. Job Summary
Recognized across the organization for functional expertise. Responsible for monitoring, supporting, and deploying SCADA and industrial automation applications in a standardized manner and providing enterprise-level data integration and visibility. Provides technical expertise for software and hardware used to support industrial automation applications. Provides technically advanced and in-depth troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates / delegates to appropriate staff for resolution. Provides leadership and direction in developing and implementing Technical Support systems and strategies to achieve business objectives within set deadlines.
II. Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.
Isolates highly difficult or significantly ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point.
Provides data mining, writing specifications for development fixes and advanced configuration of hardware and software.
Creates DB scripts to correct invalid data within the database.
Leads in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed. Ensures all ticketed items are completed within set timeframes.
Creates and updates Support and User Guides.
Delivers technically advanced post-development support (including client installations).
Provides management ticket reports, Pareto Report, and various others.
Leads in creation and modification of complicated system or application monitors.
Leads and implements Technical Support business initiatives in accordance with Senior and Executive Leadership.
Presents, communicates, and articulates technically advanced information to all levels of the organization (including technical and non-technical personnel, outside vendors, Senior Leadership and Executive Leadership).
III. Supervisory Responsibilities
May coach or mentor less-experienced personnel and act as the team leader on systems projects.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Experience: Ten (10) years of previous experience (in addition to education requirement).
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities Required
Technically advanced or in-depth knowledge or skills in one or more of the following is required:
Document user, support and maintenance procedures.
Document standardized communications to users and management.
Customer service skills including conflict resolution.
Effectively communicate with staff, management, end users, and other customers.
Ability to conceptualize end user steps and processes to readily identify the issue/problem.
Troubleshooting PC problems and issues.
Problem solving and analytical skills.
Trains less experienced end users and staff in resolving more complicated PC technical issues and processes.
General knowledge of PC systems, hardware and software.
Knowledge of Software functionality.
Remedy Action Request System (Help Desk System).
Hardware and software support of on board computing systems.
Knowledge of PC remote access functions and usage.
Technically advanced or in-depth knowledge or skills in one or more of the following is Preferred:
Python queries and scripting Knowledge of deploying and supporting Industrial Automation Ignition and VTScada platforms at multiple physical locations in an enterprise. Experience with remote equipment network connectivity, WAN connectivity, cloud-based data storage, servers and load balancers Various databases, applications, and technologiesD. Other Knowledge, Skills or Abilities that Contribute to Success
May require technically advanced or in-depth skills in one or more of the following:
V. Work Environment and Essential Functions
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. [Note: the following is defaulted for office setting position]
Required to exert physical effort in handling objects less than 30 pounds rarely;
Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
Normal setting for this job is: office setting.
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click Apply.