Incident Management Specialist

Position Title: Incident Management Specialist

Location: Hybrid – Minneapolis, MN or Denver, CO

Contract Length: 12 Months

Compensation: $45-$50/hour (W2) Paid every Friday

Job Overview:

Xcel Energy is seeking an Incident Management Specialist to join their team and support the SAP Industry Solution for Utilities (ISU) system, which manages the lifecycle of electric and gas meters and associated devices. This solution covers processes including purchasing, receipting, inventory management, installation, testing, and disposal. The primary responsibility of this role will be to oversee incident management and system/process enhancements.

This role will not require hands-on resolution of incidents but will focus on assessing incidents, coordinating with the technical team, and ensuring critical issues are addressed promptly and effectively.

Key Responsibilities:

• Incident Management:
• Assess and prioritize incidents based on business impact.
• Monitor ServiceNow dashboards, evaluating incidents for urgency and impact.
• Participate in troubleshooting sessions to identify root causes and propose solutions.
• Communicate updates to stakeholders and ensure timely resolution of critical incidents.
• System and Process Enhancements:
• Identify and manage system/process enhancements and propose solutions.
• Act as a liaison between technical support teams and business stakeholders, ensuring alignment.
• Assist with preparing and managing system changes and enhancements.
• Documentation and Reporting:
• Prepare Incident Assessment Reports and Prioritization Plans.
• Develop Enhancement Proposals and Coordination Plans to manage system/process improvements.
• Collaboration:
• Work closely with internal teams (process and functional), external vendors, and business stakeholders.
• Attend daily standups, change preparation meetings, and cross-functional meetings.
• Participate in enhancement activities, including requirements gathering, testing, and post-implementation support.

Key Qualifications:

• Experience:
• 5-7 years of experience in incident management.
• Knowledge of SAP ISU and meter lifecycle management is preferred.
• Utility industry experience is beneficial.
• Technical Skills:
• Proficiency with ServiceNow for incident management.
• Ability to write and understand SQL queries.
• Microsoft Office Suite (Excel, PowerPoint, Outlook, Teams).
• Non-Technical Skills:
• Strong communication and problem-solving skills.
• Ability to work independently and as part of a collaborative team.
• Self-motivated with a continuous improvement mindset.
• Education:
• Bachelor’s degree preferred.

Work Environment and Culture:

• The position offers a supportive and collaborative work environment, where the team members work closely together to manage incidents and system enhancements.
• The role involves working in a hybrid setup: 3 days on-site (Tuesday to Thursday) and remote work on Mondays and Fridays.
• The work environment is fast-paced with a focus on teamwork and professional growth.

Benefits:

• Career Growth Opportunities: There is potential for this contract to transition into a full-time role.
• Work-Life Balance: Standard business hours with minimal evening/weekend work, though occasional support during critical incidents may be required.
• Innovative Environment: Opportunity to work with cutting-edge technology in the utility industry and contribute to key system enhancements.

Additional Information:

• Location: Hybrid (Minneapolis, MN or Denver, CO).
• Parking: Candidates working in Minneapolis or Denver will need to arrange and cover their own parking costs. Eau Claire has its own parking lot.
• Travel: Occasional travel may be required, but this will be rare, and travel expenses will be reimbursed.

Xcel Energy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.