ASCEND Technical System Support Analyst

ASCEND Program Information:

Southern Company is committed to building the future of energy for the customers who depend on us, the communities we serve and the industry we lead. The ASCEND program will transform how we do business, helping us elevate the customer experience, adapt to industry changes, and implement technology that offers new capabilities with more agility. It will involve implementing multiple applications, including the replacement of our meter data management (MDM) and customer service systems (CSS) with a new, Oracle customer information system (CIS) called customer to meter (C2M). Additionally, it includes implementing an advanced analytics platform, customer experience (CX) and commercial engagement platform (CEP).

The new platform, to be rolled out to Alabama Power, Georgia Power and Mississippi Power, will be implemented in phases. Currently, we are building an ASCEND organization dedicated to helping the electric operating companies realize the vision for a modernized, efficient, digital customer experience to deeply engage with our customers and provide a more personalized experience. ASCEND will be one of the most comprehensive Customer Service and Marketing transformation initiatives in our company’s history.

The successful candidate will remain an employee of the operating company while reporting to the CIS/MDM Program Team and may report to a SCS or operating company leader for delivery. Positions within the CIS Program will be filled based on the job requirements and the business needs and overall project scope. Candidates should answer all applicable questions thoroughly as this information will be used to select the successful candidates.

While these roles are expected to be hybrid work, approximately 25% travel is anticipated and for this reason, it is preferred that resources are located within the electric service territory. The successful candidate will remain an employee of the operating company while reporting to the CIS/MDM Project Team and may report to a Southern Company Services or operating company leader for delivery.

The location for this position is flexible between Atlanta, Birmingham, and Gulfport.

JOB SUMMARY – Technical Support Analyst

We are seeking 3 technically skilled and detail-oriented Technical Support Analysts to join our team. In this role, you will be responsible for providing technical support, monitoring, and troubleshooting for cloud-based applications and systems. You will play a key role in ensuring the reliability, performance, and security of our cloud solutions while collaborating with cross-functional teams to drive continuous improvement. The primary responsibility of the Technical Support Analyst is to work closely with Business Process Managers, Business Process Leads, Developers, and Business Subject Matter Experts to understand the technical requirements of the business processes that support remediation, on-going support and minor enhancements of the Oracle CX application Suite (Service, Sales, Eloqua, etc.).

MAJOR JOB RESPONSIBILITIES

JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills)

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Experience:

1–3 years of experience in software development, IT, or systems engineering

OR 1-3 years of experience in technical support, cloud systems management, or a similar role.

• Familiarity with at least one public cloud platform (e.g., Oracle, AWS, Azure, or Google Cloud).
• Strong understanding of networking, server management, or cloud architecture.
• Experience with monitoring and incident management tools (e.g., Remedy, Splunk, DynaTrace, DataDog, ServiceNow).
• Strong analytical and problem-solving skills with a customer-focused mindset.
• Skills:

Programming skills in languages like Python, Java, or similar.

A strong desire to learn and apply new technologies.

• Mindset:

Growth-oriented with a passion for exploring and mastering new tools and technologies.

Collaborative and proactive in contributing to team success

• Key Competencies:

Excellent written and verbal communication skills.

Ability to prioritize and handle multiple tasks in a fast-paced environment.

Strong organizational skills with attention to detail.

• Preferred Skills (these are a plus but not required):

Certifications such as Oracle Cloud Infrastructure, AWS Certified Solutions Architect, Microsoft Azure Administrator, or Google Cloud Associate Engineer.

Knowledge of CI/CD pipelines and DevOps practices.

Familiarity with scripting languages such as Python, PowerShell, or Bash.

Proficiency with cloud platforms (Oracle Cloud, AWS, Azure, Google Cloud) and related tools/services, specifically customer relationship management (CRM) and/or customer service and support applications (e.g. Oracle CX, Salesforce, etc.)

Why Join us?

At Southern Company, we believe in empowering our people to drive innovation and deliver value. We foster a culture of curiosity, collaboration, and continuous improvement. By joining our team, you will be at the forefront of cloud technology advancements, shaping the future while advancing your career.

• Opportunity to work with cutting-edge cloud technologies.
• Collaborative and inclusive work environment.
• Professional development opportunities, including certifications and training.

Let’s build the future together!

Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com .

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 10033

Job Category: CIS/MDM QA Analyst

Job Schedule: Full time

Company: Southern Company Services