IT End User Services/Executive Support

Job Description

Mission Statement

• Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company’s mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Core Responsibilities

• Supervise the activities of the managed service provider's Field Services team that includes responsibility for end user support, presentation technology, proactive and reactive communications to both an IT and business/operational audience.
• Oversee and enforce the managed service provider to adhere to change management controls and guidelines, ensure timely, reliable and accurate communications both internally to Information Technology and externally to our customers in conjunction with the Incident Management team on event communication.
• Responsible for working with SME's to ensure prompt response, resolution, analysis, trending, and root cause analysis of incidents and tickers raised within ServiceNow.
• Responsible for the coordination and activation of incident response, support and development of related processes and forms, routine review of communication procedures, and regular reporting of data with the managed service provider
• Oversee major projects as designated by the Systems Manager, End User Services.
• May perform other related duties as required.

Required Education/Experience

• High School Diploma/GED And a minimum five (5) years of relevant full-time experience Experience with working in a Information Technology, customer, desktop, or presentation support environment. Or
• Associate's Degree preferably in Computer Science, Management Information System, Engineering, Business/Finance or related field And a minimum four (4) years of relevant full-time experience Experience with working in a Information Technology, customer, desktop, or presentation support environment. Or
• Bachelor's Degree preferably in Computer Science, Management Information System, Engineering, Business/Finance or related field And a minimum two (2) years of relevant full-time experience Experience with working in a Information Technology, customer, desktop, or presentation support environment.

Preferred Education/Experience

• Bachelor's Degree preferably in Computer Science, Management Information System, Engineering, Business/Finance or related field And a minimum two (2) years of relevant full-time experience Experience with working in a Information Technology, customer, desktop, or presentation support environment.

Relevant Work Experience

• Experience with working in a Information Technology, customer, desktop, or
• presentation support environment. Required
• Must possess technical and supervisory or managerial experience with a proven ability
• to motivate people. Required
• Must possess excellent project management, analytical and communications skills. Required
• Must have experience in managing projects, representing the organization in building and fostering relationships with customers, support groups, and vendors, and render sound business decisions. Preferred

Skills & Ability

• Demonstrated problem solving skills
• Strong verbal communication and listening skills
• Demonstrated customer service skills
• Strong written and verbal communication skills
• Effective leadership skills
• Friendly and service-oriented
• Excellent organizational skills
• Possesses a high degree of initiative
• Ability to drive multiple projects to successful completion
• Project Demonstrated project management skills
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
• Develops and delivers effective presentations
• Well organized, detail oriented and flexible to handle multiple assignments
• Demonstrated analytical skills
• Ability to inspire and develop staff

Licenses & Certifications

• Driver's License Required

Physical Demands

• Must push, pull, lift up to 25 pounds
• Must push, pull, lift up to 40 pounds
• Must sit or stand to answer a phone for entire shift
• Must sit or stand to use a keyboard, mouse, and computer for entire shift
• Must have excellent manual dexterity and be able to use hands for entire shift
• Must stand to use operate office equipment for entire shift

Other Physical Demands

• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.

Technical Difficulty Statement

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

Equal Opportunity Employer

• 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.