Senior Systems Analyst - Managed Service Provider Lead

Required Education/Experience

• High School Diploma/GED and a minimum of 5 years full-time relevant work experience or

• Associate's Degree and a minimum of 4 years full-time relevant work experience or

• Bachelor's Degree and a minimum of 3 years full-time relevant work experience or

• Master's Degree and a minimum of 2 years full-time relevant work experience

Preferred Education/Experience

• Bachelor's Degree in Computer Science, Management Information System, Engineering, Business/Finance or related field and a minimum of 3 years full-time relevant work experience working in an Information Technology, customer, desktop, or presentation support environment

Relevant Work Experience

• Experience in IT support, end-user computing, desktop support, customer service, or End User Computing Services environments, required

• Strong analytical, problem-solving, and incident management skills, required

• Excellent written and verbal communication skills, including the ability to communicate effectively with both technical and business users, required

• Ability to lead, influence, and motivate both internal staff and vendor teams, required

• Ability to interpret performance metrics, identify trends, and drive accountability with an MSP or service vendor, required

• Supervisory, team-lead, or operational oversight experience within a service delivery or managed service provider environment, preferred

• Experience coordinating or overseeing vendor delivered support services, preferred

• Understanding of ITIL practices such as Incident, Request, Problem, and Change Management, preferred

• Strong technical understanding of end-user devices, operating systems, mobile technologies, conferencing equipment, and standard enterprise tools, preferred

• Experience managing service workflows in ITSM platforms (ServiceNow), preferred

Skills and Abilities

• Ability to build strong customer relationships

• Demonstrated customer service skills

• Ability to drive multiple projects to successful completion

• Well organized, detail oriented and flexible to handle multiple assignments

• Develops and delivers effective presentations

• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

• Effective leadership skills

Licenses and Certifications

• Driver's License Required

Physical Demands

• Ability to push, pull, and lift up to 40 pounds

• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

• Possess manual dexterity and the ability to use hands for the duration of the workday

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

• Wear necessary Personal Protective Equipment (PPE)

• Ability to travel within Company service territory, as needed

EEO Statement:

Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) are equal opportunity employers. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of the individual’s actual or perceived disability, protected veteran status, race, color, creed, religion, sex, age, national origin, gender, gender identity, gender expression, genetic information, marital status, sexual orientation, citizenship, domestic violence victim status, or any other actual or perceived status protected by law.

Technical Difficulty Statement:

For technical issues, please contact us at [email protected]