Utility Operations Application Support

The MWM/EAM Application Support Analyst is responsible for administering, supporting, and optimizing Mobile Workforce Management (MWM) and Enterprise Asset Management (EAM) applications used across utility operations. This role ensures reliable system performance, resolves complex technical issues, supports integrations, and partners with both business and IT teams to maintain high service availability.
The position requires strong analytical skills, deep knowledge of utility operations, and hands-on experience supporting enterprise applications in a regulated environment. 

Responsibilities

1. Administer, monitor, and maintain MWM and EAM applications to ensure stable and reliable performance.
2. Provide Tier 2/3 application support for operations, field, dispatch, and planning teams, including triage, troubleshooting, and root-cause analysis.
3. Track incidents and service requests in ServiceNow, coordinating resolution with internal teams and vendors; document fixes and workarounds to prevent recurrence.
4. Execute controlled changes, including configuration deployments, application upgrades, and patching activities.
5. Ensure data integrity, system security, and compliance with utility/IT controls (access management, audit evidence, change control, documentation).
6. Write and optimize SQL queries for troubleshooting, data validation, and operational reporting.
7. Support integrations and data flows (APIs/interfaces) between MWM/EAM and dependent enterprise systems.
8. Develop and maintain support documentation such as runbooks, troubleshooting guides, and configuration notes.
9. Assist with installation, configuration, and troubleshooting of applications on Windows desktops and iOS mobile devices; work with IT teams to resolve device or deployment issues.
10. Conduct user training and provide ongoing support to ensure optimal application usage.
11. Perform regular system health checks and proactively identify improvement opportunities.
12. Assist with planning and execution of new application implementations or major upgrades.
13. Participate in an on-call rotation to support critical system incidents.

QualificationsEducation / Experience

• Bachelor's degree or equivalent required.
• 5+ years of experience in utility operations and related applications.
• Strong background with enterprise asset management and/or mobile workforce management systems (meter management/AMI metering experience is a plus).
• Excellent problem-solving skills, with strong attention to detail.
• Strong communication abilities to work effectively with both technical and non-technical stakeholders.
• Passion for environmental sustainability and a desire to make a positive impact.

Knowledge, Skills & AbilitiesRequired

• Solid understanding of utility operations and processes.
• Hands-on experience supporting MWM and/or EAM systems in a production environment.
• Strong SQL skills for troubleshooting, data validation, and reporting (Oracle and/or MS SQL Server preferred).
• Excellent analytical and problem-solving capabilities.
• Strong interpersonal and communication skills.
• Experience with ITSM and change control processes (ServiceNow/ITIL).
• Ability to support and troubleshoot application installations on Windows PCs and iOS devices, including connectivity, certificate/VPN, and compatibility issues.
• Knowledge of IT security best practices.
• Strong data analysis and reporting abilities.
• Understanding of compliance expectations within regulated utilities.
• Ability to translate business requirements into actionable technical solutions.
• Proficiency in creating and maintaining support documentation.
• Experience working within agile methodologies.
• Commitment to continuous learning and improvement.

Preferred / Nice to Have

• Experience with IFS MWM and/or specific EAM platforms (HxGN, Kloudgin).
• Exposure to meter management or AMI systems (e.g., Sensus, Itron, Neptune).
• Experience supporting integrations and APIs, and coordinating issue resolution across internal teams and vendors.
• Exposure to scripting/automation tools (Python, PowerShell).
• Project coordination or project management experience.

Certifications

• Cloud infrastructure certification (e.g., AWS) is a plus.