System Performance Analyst (Information Technology)
Position Summary
The system analyst will help ensure the optimal performance and reliability of the Neptune's Advanced Metering Infrastructure (AMI) solutions including AMI, AMI Services, Network as a Service (NaaS) and Cellular Endpoint Systems (collectively referred to as wireless networks) with a focus on improved customer experience. They will monitor and analyze wireless network performance data to perform reactive and proactive troubleshooting, manage trouble tickets with internal and external teams, document and refine work instructions, and assist in the development of KPIs, dashboards, and metrics. Ultimately, this role will assist in the development and execution of customer success strategies to enhance the overall quality of service for Neptune customers. This role is crucial in maintaining customer experience, reducing risk, and enabling Neptune to meet quality, contractual, and service level agreement obligations.
Key Responsibilities:
Wireless Network Performance Monitoring:
- Monitor the performance of Neptune wireless network systems, including AMI, AMI Services, NaaS and Cellular Endpoint from end-to-end including device provisioning and data backhaul where appropriate.
- Perform regular assessments to ensure compliance with contractual agreements, SLAs, and alignment with industry best practices and standards
- Utilize wireless network monitoring processes, tools, and software to collect and analyze performance data.
Performance Analysis and Optimization:
- Conduct in-depth analysis of wireless network performance data to name areas of improvement and proactively action improvements.
- Implement optimization techniques to enhance network performance.
Network Troubleshooting and Issue Resolution:
- Investigate customer complaints and diagnose wireless network issues and service disruptions.
- Work closely with cross-functional teams, including engineering, marketing, security, customer experience and partners to address network-related problems on time.
- Assist in the development of troubleshooting procedures and best practices to expedite issue resolution and minimize negative customer experience.
- Document and refine work instructions to ensure consistency of troubleshooting activities and outcomes.
Requirements
Education: Bachelor's Degree in Telecommunications, Computer Science, Information Technology, or a related field.
Experience: 0-2 years of proven experience in wireless technologies, system analysis, process refinement, and documentation. Experience with AMI systems, LoRaWAN, and cellular networks is a plus.
Skills/Special Training: Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Analytical thinker with a growth mindset and proven habits of humility, ownership, open-mindedness, and continuous improvement.
Location: Tallassee, Alabama, Duluth, Georgia, or Mississauga, Ontario
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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