Analyste Senior, Services Cloud (H/F)

At Landis+Gyr, we're helping shape the future of energy-making it more intelligent, resilient, and sustainable.

As a global energy technology leader, we're accelerating the energy evolution through purposeful innovation and trusted partnerships. Trusted by more than 2,000 utilities worldwide, our intelligent solutions connect devices, data, and decisions across the grid, helping customers modernize infrastructure, optimize operations, and deliver energy that is more reliable, resilient, accessible, safe, and sustainable.

Behind every solution is a team of approximately 3,300 employees across more than 40 countries who are passionate about solving complex challenges, driving innovation, and making a meaningful impact for our utility customers and the communities they serve.

Join Team Green and help shape the future of intelligent energy.

Job Summary

The Landis+Gyr Senior Cloud Services Analyst (CSA) oversees the day-to-day operations of assigned accounts and ensures the overall system health of all systems and services for assigned accounts. In this highly visible role, the Sr. CSA acts as a Liaison between Service Operations, the field program offices, and other key stakeholders throughout the organization. Possessing deep product knowledge and a strong technical background, the Sr. Cloud Services Analyst delivers solutions for challenging application, system, and service-related issues both reactively and proactively.

Key Responsibilities

• Provides operational data support for internal and external customers.
• Writes complex SQL queries to analyze data and generate, monitor, and maintain informational reports.
• Validates data integrity and ensures successful transmission of data files.
• Supports meter level monitoring; provides meter data analysis and troubleshoots issues daily.
• Proactively monitors performance metrics, meters, and reads data (stales, read performance, billing, etc.) to identify issues and troubleshoot, as necessary.
• Is familiar with and supports at least 2 or more Company products (1-way RF, DHES, 2-way RF, CC, etc.).
• Supports new firmware, Device Control Word (DCW), and software releases with customer programs.
• Provides reports and exception handling and assists in data discrepancy troubleshooting and resolution.
• Make recommendations for standard metrics, reporting, and service improvement, collaborating with other CSA's.
• Supports other CSA's in troubleshooting issues and projects.
• Use best practices and knowledge of internal and external systems and processes to improve products or services.
• Automates processes to eliminate manual tasks.
• Proactively identifies process and efficiency improvements.
• Works closely with Radio Frequency (RF) Technicians to maintain high network performance and meets customer service level agreements (SLA's).
• Assists with inventory management and database updates for equipment changes (meters, modules, collectors, concentrators, Gateways).
• Supports creation of Standard Operation Procedures (SOP) for technical elements of the system that are effective and repeatable.
• Troubleshoots network and software performance problems and proposes solutions.
• Establishes and monitors system performance reporting, recognizing adverse trends and taking necessary preventative and corrective actions.
• Works closely with the field programs to resolve complex issues related to wireless communications and integrated software applications.
• Ability to work special events during the weekends (Maintenance, Disaster Recovery Exercises, Application Upgrades and Installs.
• Escalates issues as necessary to Lead CSA's.
• Able to participate in a weeklong 24/7 On-Call rotation.
• Acts as an instrumental communication point between Company and customers representatives.
• Communicates issues and potential resolutions to management as necessary.
• Works independently 85% of the time.
• Maintains individual professional development plan with associated goals.

Company Values

• Supports and adheres to Company's core values.
• Performs other duties or responsibilities as assigned or required.
• Supports and adheres to Company's Code of Conduct and Ethics Policy.
• Represents Company in a positive, professional manner when working with both internal and external customers.

Education

A minimum of bachelor's degree

Experience

At least 3-5 years of related experience required.

Preferred Qualifications

• Experience in some, or all, the following software programs and operating systems: Windows, Windows Server, MS Office, SQL Server, Oracle, Unix/Linux
• RF and/or Networking experience strongly preferred
• Experience with scripting and/or cold fusion is beneficial.
• Proven ability to multi-task.
• Experience communicating, verbal and written, with a variety of audiences (customers & peers).
• Experience in working with solutions involving both software and hardware
• Experience in process definition and design to meet overall business objectives.
• Experience with managing cross-functional highly technical project teams
• Utility operations experience is a plus
• Excellent written and oral communication skills
• Write and execute complex SQL and Oracle queries
• Ability to work within a diverse team.
• Self-starter with the ability to work unsupervised.
• Ability to plan and maintain schedules.
• Excellent problem-solving, troubleshooting, and analytical abilities
• Accustomed to working in an environment driven by high standards for service and system delivery.
• Excellent customer communications and customer service skills
• Demonstrates good judgment in selecting methods and techniques for solving problems and obtaining solutions.
• Highly adaptable in changing environments
• Highly adaptable in a dynamic work environment
• Self-motivated

Working Conditions

Typical indoor office environment with the majority of time spent sitting and working on a computer using keyboard, mouse, and monitor. Occasional use of other devices such as: phone, copier/printer/fax, etc.

Driving Status

Physical Requirements

Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 10 pounds. Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodations provided for individuals with disabilities to perform the essential functions.

Personal Protection Equipment/Other OHSA Safety Requirements

Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies. Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.

As a part of the Landis+Gyr family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive. Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays. We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

Pay is in the range of $83,500-100,600 per year. The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held. All candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We're committed to shaping a better future for everyone. Join Team Green and be part of what's next in energy. #TeamGreen