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Tri-State Generation and Transmission Association, Inc. IT Service Management Program Manager (IRC36665) in Westminster, Colorado

Brief Posting Description

Responsible for daily oversight and governance of the Information Technology Infrastructure Library (ITIL) based Information Technology Service Management (ITSM) process framework. Monitor, measure, enforce, and continually improve the ITSM processes by actively engaging with and managing service providers to ensure that Information Technology (IT) staff and ITSM tool sets are equipped for efficient and effective execution of assigned ITIL processes. Drive major incident resolution efforts, root cause analysis and problem remediation, ensuring the implementation of permanent fix in production environment with the purpose of improving the availability of critical systems. Provide leadership to various technical teams and manages all aspects of the Incident, Change, Configuration, Problem, and Release Management programs.

The job grade for this position is: NB23

Tri-State recognizes the value of a highly-engaged and committed workforce and provides an excellent benefits program that includes: Medical Insurance, Dental Insurance, Vision Insurance Health Savings Account (HSA), Flexible Spending Accounts (FSA), Tuition Reimbursement, Flexible Work Schedules, Life Insurance, Retirement Option, Long Term Disability (LTD), Short Term Disability (STD), Employee Assistant Program (EAP) and Paid Leave Benefits.

IT Service Management Program Manager

Hiring Salary Range: $102,000-$128,000

Actual compensation offer to candidate may vary outside of the posted hiring range based upon work experience, education, and/or skill level

Job Requirements


  • Manage and execute ITSM, including continuous reviews to enhance the service offering. Identifies and drives initiatives through to completion with little to no supervision.

  • Create, regularly review, and update ITSM Programs, Processes, and Procedure documents and to include requisite training of all impacted parties and stakeholders

  • In partnership with IT Project Management Office, leverage ITSM knowledge to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified services.

  • Design and document the standard operating procedures for service Configuration Management in conjunction with IT service teams and IT asset Management.

  • Set the direction for ongoing maturation of ITSM tool to ensure maximum effectiveness with respect to process execution and reporting capabilities.

  • Participate in regular Cross Functional Services group meetings focused on Continual Service Improvement across all ITSM process areas.

  • Chair the weekly Change Advisory Board (CAB) and perform other relevant tasks in support of the Release and Change Management processes. Ensure approved changes are implemented as planned, and have met their objectives.

  • Responsible for decisions related to prioritization and escalation of incidents, technical and business communication on outages and continuous improvement scoping and prioritization

  • Manage the lifecycle of all Major Incident and Problem records from Incident to root cause investigation. Owns the process of determination of root cause.

  • Facilitate discussion between problem owners and management teams in order to apply lessons learned through root cause analysis.

  • Chair ad-hoc Problem Review Boards and perform other relevant tasks in support of the Problem Management process. Evaluate all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess potential adverse impacts that affect the operational environment and introduce unacceptable risk.

  • Facilitate regular operational process reviews and other working sessions with multiple service providers and key stakeholders as required to drive stability and reliability.

  • Keep abreast of developments in the world of ITSM, specifically new products, services, and standards that relate to the practice of effective problem management.Training / up-skilling of colleagues - Identify skills gaps and opportunities to strengthen the capabilities of the global team. Drives training and coaching to mitigate gaps.

  • Adhere to and demonstrate compliance with appropriate electric utility industry regulatory requirements. Attain knowledge and remain knowledgeable of development in regulations, laws, standards and best practices applicable to the functional area including, but not limited to, Standards of Conduct, Environmental, Employment Law, NERC Reliability Standards and Safety. Must be familiar with, and comply with, all aspects of Corporate Policy C-54, Compliance.

  • Demonstrate behavior consistent with Tri-State's culture embodied in the Cooperative principles and spirit and core values of technical competency, respect and dignity, accountability, integrity, trustworthiness, and servant leadership to empower or otherwise enable others to optimally perform their job responsibilities. Demonstrate and promote ethics and behaviors consistent with Tri-State's culture, Board policies, and business practices. Understand and fulfill the role and responsibility for all compliance programs within the company.

  • Because Tri-State is an electric utility with continuous service obligations to its customers, regular, reliable, and predictable performance of the essential functions and responsibilities is an essential function of the job.

  • Because Tri-State has an obligation to provide continuous, reliable electric service to its customers, the ability to work overtime at any time of the day or week is considered an essential function of the job.


  • Perform other related duties as assigned.


  • Demonstrate behavior consistent with company values.

  • Excellent interpersonal skills to interact with a wide variety of audiences including executive level management.

  • Advanced computer and technical skills needed to understand various business applications, software, hardware and technology capabilities and limitations to determine and ensure delivery of appropriate services.

  • Strong team player: accomplishes tasks by working with others and being a good team player. Recognizes how his/her decisions may impact others; seeks input from others.


Education and Training:

  • Bachelor's Degree in Management Information Technology, Computer Science, Business Administration, Management, or related area, or equivalent combination of education and experience.

  • ITIL foundations certification

Knowledge, Skills, and Ability:

  • Demonstrated experience in eliciting, analyzing, and documenting business, systems, scope analysis, process modeling, and data modeling.

  • Ability to effectively communicate technical actions to a non-technical audience.

  • Strong time management and prioritization skills.

  • Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint.

  • Working knowledge of enterprise level computer systems, databases, networking, operating systems and cyber security.

  • Excellent communications skills, both oral and written with ability to explain complex issues in clear, concise, persuasive language.

  • Strong customer service orientation.

  • Ability to conduct successful negotiations and enhance and maintain effective business relationships.

  • Working knowledge of requirements analysis techniques.

  • Highly motivated and self-directed; able to effectively prioritize and execute while under pressure.

  • Highly adaptable and flexible; able to adjust quickly to new situations and changing priorities.

  • Understand basic project management concepts.

  • Adept at conducting research into product- and service-related issues.

  • Must be able to learn, understand, and apply new technologies.


  • Eight (8) years' experience employing ITIL Concepts including Incident, Change, Problem Management.

  • Minimum 3 years of experience IT Service Management (ITSM) knowledge Configuration Management Database Base (CMDB) and associated configuration items.

  • Solid understanding of the software development lifecycle.

  • Familiar with controls and audit compliance/SOX.


  • Willingness to travel as required, less than 20%. (Must possess a valid driver's license.)

  • Must be able to demonstrate the ability to perform all of the essential functions of the position.


  • Familiarity with procurement processes desirable.

  • Project management experience including use of related software tools, preferred.

PHYSICAL AND MENTAL DEMANDS: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Physical demands: While performing the duties of this position, the incumbent is required to sit for long periods of time and occasionally stand, walk, stoop, bend, reach above and below shoulder level. Incumbent is frequently required to use hands and fingers to handle, or feel objects, tools, or controls, talk and hear. Incumbent must have finger dexterity, good vision, good hearing, and ability to speak clearly.

  • Mental demands: While performing the duties of this job, the incumbent is required to read, write, perform basic math, analyze data and reports, exercise judgment, develop plans, procedures and goals, and present information to others and work under pressure.

  • Work Environment: While performing the duties of this position, the incumbent works mostly in an office environment opening computer equipment.

Additional Details

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Company Description

Tri-State Generation and Transmission Association is a wholesale electric power supplier owned by the 43 electric cooperatives that it serves. Tri-State generates and transmits electricity to its member systems throughout a 200,000 square-mile service territory across Colorado, Nebraska, New Mexico and Wyoming.

Serving approximately 1.5 million consumers, Tri-State was founded in 1952 by its member systems to provide a reliable, cost-based supply of electricity. Headquartered in Westminster, Colo., about 1,480 people are employed by Tri-State throughout its four-state service area.

Tri-State's power is generated through a combination of owned baseload and peaking power plants that use coal and natural gas as their primary fuels, supplemented by purchased power, federal hydroelectricity allocations and renewable resource technologies. Tri-State delivers power to its members through a transmission system that includes substation facilities, telecommunications sites and over 5000 miles of high voltage transmission lines.

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Tri-State: Join the people behind the power. Tri-State recognizes the value of a highly-engaged and committed workforce and provides an excellent benefits program that includes medical, dental, retirement and life insurance. Please visit our careers site at for more details.

Equal Opportunity Employer - Minority/Female/Disabled/Veteran