Company Summary Statement

As one of the largest investor-owned utility companies in the United States, PPL Corporation (NYSE: PPL), is committed to creating long-term, sustainable value for our 3.5 million customers, our shareowners and the communities we serve. Our high-performing regulated utilities — PPL Electric Utilities, Louisville Gas and Electric, Kentucky Utilities and Rhode Island Energy — provide an outstanding experience for our customers, consistently ranking among the best utilities in the nation. PPL’s companies are also addressing challenges head-on by investing in new infrastructure and technology that is creating a smarter, more reliable and resilient energy grid. We are committed to doing our part to advance a cleaner energy future and drive innovation that enables us to achieve net-zero carbon emissions by 2050 while maintaining energy reliability and affordability for the customers and communities we serve. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

Overview

The IT Systems Analyst (Fusion Ops Center) plans, monitors, operates, and maintains critical IT and OT systems. They serve as the change clearinghouse and coordinator of work in change windows. They are also in charge of monitoring all events and triaging event alerts in the enterprise IT / OT environment, and escalate exception conditions.

This position is required to do shift work.

The Senior level performs assigned tasks under minimal guidance from supervisor

Responsibilities

Performs a variety of complex assignments (may lead some projects) and analyzes and solves complex problems in the below areas.

System Monitoring and Reporting:

• Assist in developing, implementing and maintaining policies, procedures and training plans as they apply to IT and OT systems, maintenance and usage

• Monitor overall performance of IT and OT systems

• Generate IT and OT system usage and inventory reports

• Support activities pertaining to the change clearinghouse and coordination of work in change windows

• Track incidents related to IT and OT systems Incident Investigation and Corrective Response:

• Operate within prescribed guidelines to troubleshoot, diagnose problems, and restore IT and OT system services as quickly as possible while limiting business impact

• Provide customer support for issues that require hands-on service related to IT and OT systems

• Triage incident locations to empower efficient responses

• Support IT and OT systems' service management lifecycle, ensuring client satisfaction and management of risk to services

• Conduct root-cause analysis to eliminate reoccurring issues Maintenance:

• Complete necessary break fix, design, and engineering technology changes for IT and OT systems as part of regular maintenance

Other:

• Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

• May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule

Qualifications

• Bachelor's degree and 5 years of related work experience OR 8 years of related work experience

• Must be willing to work shift work

• Experience maintaining and supporting collaboration tools across all channels (desktop / laptop / mobile), while ensuring business SLA requirements are being met

• Ability to provide step-by-step technical help, both written and verbal

• Experience working within customer care function and delivering superior customer experience

• Experience working with customer care technologies (e.g., ServiceNow)

• Ability to diagnose and troubleshoot basic technical issues

• Proven ability to prioritize and execute tasks

• Highly self-motivated and directed with attention to detail

• Proven ability to collaborate and build strong relationships with customers

• Easily adapts to changing circumstances

• Understands business goals and strategic priorities

• Promotes respect and can work effectively with diverse groups and environments

Preferred Qualifications:

• Possesses knowledge and understanding of specific testing tools (e.g., Windows automation tool)

• Ability to establish and maintain the appropriate programs to recover the systems in the event of a disaster or security threat

• Presents a creative approach to problems

• Experience supporting fast-changing business organizations

• Bachelor's degree and 5 years of related work experience OR 8 years of related work experience

• Must be willing to work shift work

• Experience maintaining and supporting collaboration tools across all channels (desktop / laptop / mobile), while ensuring business SLA requirements are being met

• Ability to provide step-by-step technical help, both written and verbal

• Experience working within customer care function and delivering superior customer experience

• Experience working with customer care technologies (e.g., ServiceNow)

• Ability to diagnose and troubleshoot basic technical issues

• Proven ability to prioritize and execute tasks

• Highly self-motivated and directed with attention to detail

• Proven ability to collaborate and build strong relationships with customers

• Easily adapts to changing circumstances

• Understands business goals and strategic priorities

• Promotes respect and can work effectively with diverse groups and environments

Preferred Qualifications:

• Possesses knowledge and understanding of specific testing tools (e.g., Windows automation tool)

• Ability to establish and maintain the appropriate programs to recover the systems in the event of a disaster or security threat

• Presents a creative approach to problems

• Experience supporting fast-changing business organizations

Performs a variety of complex assignments (may lead some projects) and analyzes and solves complex problems in the below areas.

System Monitoring and Reporting:

• Assist in developing, implementing and maintaining policies, procedures and training plans as they apply to IT and OT systems, maintenance and usage

• Monitor overall performance of IT and OT systems

• Generate IT and OT system usage and inventory reports

• Support activities pertaining to the change clearinghouse and coordination of work in change windows

• Track incidents related to IT and OT systems Incident Investigation and Corrective Response:

• Operate within prescribed guidelines to troubleshoot, diagnose problems, and restore IT and OT system services as quickly as possible while limiting business impact

• Provide customer support for issues that require hands-on service related to IT and OT systems

• Triage incident locations to empower efficient responses

• Support IT and OT systems' service management lifecycle, ensuring client satisfaction and management of risk to services

• Conduct root-cause analysis to eliminate reoccurring issues Maintenance:

• Complete necessary break fix, design, and engineering technology changes for IT and OT systems as part of regular maintenance

Other:

• Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

• May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule

Remote Work

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Equal Employment Opportunity

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.