Customer Solutions Technologist - Butte, MT

  • Northwestern Energy
  • Nov 18, 2021
Full time Customer Service

Job Description

NORTHWESTERN ENERGY

INTERNAL/EXTERNAL POSTING: JOB REQUISITION #3458

POSTING DATES: November 8, 2021 through November 29, 2021

Title

Customer Solutions Technologist

Department/Division

FI - Business Technology

Work Location

Butte, MT

Guidepost

5-8 ($49,000 to $110,800) DOE

Employment Status

Regular Full-time

Employment Physical

Not Required

Drug Test

Required

Background Check

Required

Relocation Benefit

Negotiable

Telecommuting

Part-time within NorthWestern Energy service territory negotiable

SUMMARY OF JOB DESCRIPTION

The Customer Solutions Technologist position is an integral part of the Business Technology Team. Primarily responsible to implement, configure and maintain applications, systems and hardware in support of NorthWestern Energy's online experience. This position is responsible for developing, testing, implementing, and maintaining web-based applications. Researches technical problems and suggests improvements for web applications or other Customer Solution supported applications.

DESCRIPTION OF ESSENTIAL FUNCTIONS

  • All NorthWestern Energy employees are required to adhere to the Code of Business Conduct & Ethics
  • All NorthWestern Energy employees are required to adhere to company safety, physical security, and cyber security standards
  • Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives
  • Comply with NorthWestern Energy's internal controls, policies, practices, procedures and standards
  • Adhere to NERC CIP (Critical Infrastructure Protection) procedures and policies as required
  • Maintain and ensure the integrity and confidentiality of sensitive information
  • Undertake complex projects involving multiple disciplines that may impact multiple business units
  • Strong customer service skills required to develop positive customer, team and leadership relationships to facilitate Business Technology business partnerships
  • Work required hours as needed, which may include evenings and weekends, and on-call rotations
  • Some travel including day trips and overnight may be required, depending on work location and experience
  • Interact with stakeholders to identify problems and develop business requirements for solutions
  • Coordinate with other team members and Customer Care business partners to analyze and resolve complex technical issues related to web systems, web forms, associated front-end development and systems integration.
  • Contribute to the development of new processes, new tools and enhanced usability of existing tools and systems
  • Seeks to understand and document functional and technical specifications and requirements
  • Adhere to established business analysis, database, and development standards and best practices
  • Troubleshoot and support web applications, customer relationship management (CRM) systems, including support of front-line call center, Genesys systems
  • Effectively embrace and implement new web technologies to utilize, such as browsers, languages, and plug-ins, based on company guidance, needs and regulations.
  • Capture requirements and in partners across technology functions, work to determine effective implementation paths for responsive web support and design, optimized user experience, and cross-platform usability
  • Participate in creating and maintaining process, training, technical documentation and standards and procedures related to the operations and maintenance of supported systems and applications
  • Work with vendors and colleagues to research, plan, test, and implement patches, releases, and upgrades
  • Provide technical guidance, troubleshooting and perform corrective actions to ensure a high degree of systems availability, reliability and security
  • Lead development and delivery of solutions including testing and engaging with internal users and external customers
  • Demonstrate strong analytical skills to evaluate complex issues, effectively trouble-shoot and mitigate systemic issues
  • Troubleshoot production problems and seek to determine root cause and work to mitigate issues
  • Effectively and efficiently organize, plan, execute and coordinate multiple work assignments to meet project milestones or established completion dates

GENERAL QUALIFICATIONS

  • Demonstrate and maintain a good safety record
  • Bachelor's degree from four-year accredited college in Computer Science, Software Engineering, Business, or Information Technology, or associated discipline. An equivalent combination of education and related experience may also be considered.
  • General knowledge of business technology, tools and systems, including Windows Operating systems, servers, networks, security, and business continuity practices preferred
  • Self-starter who pursues self-education and is customer and user focused
  • Strong aptitude to understand current technology trends in software, cloud, cybersecurity and automation
  • Has strong knowledge and abilities in Microsoft Office Suite with an emphasis on Visio, Excel, and Word
  • Demonstrated capability to work remotely and in person and across distributed offices and sites, partnering with various business functions and locations
  • Ability to work both independently and in team environment, comfortable with diverse workload and various stakeholders, supporting front-line of the business and being able to professionally response for support actions
  • Effectively communicates highly technical information to non-technical people, both verbally and in writing
  • Ability to corresponds professionally and effectively with colleagues, managers, and business partners
  • Strong organization skills to coordinate workload priorities and deliver solutions in support of internal users and external customers
  • Additional preferred qualifications beneficial to the position:
    • Experience with Customer Relationship Management (CRM) tools and systems may be useful and applicable to supporting internal Customer Care users (Customer Service Representatives, Contact Center Agents, Call Center through Genesys tools and systems)
    • Expertise in Adobe creative suite (Photoshop and Illustrator) or GIMP
    • Knowledge of content management systems, understanding and experience with SiteFinity
    • Experience with web services and support
    • Knowledge of Google Analytics or other web analytic tools for web optimization
    • Familiarity with front-end development and being able to partner with back-end developers to optimize web tools and services
    • Experience and knowledge of utility industry and/or Electric and Gas Utility operations
    • Experience & knowledge with commonly-used web development and programming languages (e.g., HTML, Java, PHP, JSP, ASP.Net, VB.net, C#, Python, AJAX) is useful

This job description reflects management's assignment of essential functions and key responsibilities. It does not prescribe or restrict responsibilities that may be assigned.

SELECTION PROCESS

When considering applicants for this position, the selection process will take into consideration the needs of NorthWestern, including such factors as reorganization requirements, diversity opportunities, relocation requirements, employee development and job succession. If any of the preceding language conflicts with the applicable bargaining unit agreements, the bargaining unit agreement will prevail.

APPLICATION PROCEDURES

External applicants should apply online at http://www.northwesternenergy.com. Internal applicants should apply online at iConnect. In compliance with the ADA Amendments Act, should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department via phone at 1-800-245-6977, or via email at job.inquiries@northwestern.com.

NorthWestern Energy

Human Resources Department Job #3458

3010 West 69th Street

Sioux Falls, SD 57108

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability, veteran status, genetic information or any other protected class in accordance with applicable federal or state laws and statutes.