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Production Support Analyst

Location: 

Wyomissing, PA, US

Company:  UGI Energy Services, LLC

UGI Energy Services supplies and markets natural gas, liquid fuels, and electricity to 40,000 customer locations across the Mid-Atlantic and Northeastern US.

We are a supplier, marketer, and midstream services provider – one backed by 135 years of natural gas experience, plus our own expanding energy infrastructure. Along with buying and selling energy commodities at the wholesale level, UGIES owns and operates key electric generation and midstream natural gas assets throughout Pennsylvania.

With headquarters and supply sources near the heart of the Marcellus Shale, UGIES is well positioned to meet the changing energy demands of commercial, industrial, institutional, and government customers for years to come.

 

We offer comprehensive benefits, some of which are:

  • Paid Vacation time starts with 3 weeks off
  • 8 Paid Holidays
  • Sick time
  • Short term & Long term disability
  • Medical plan options from Aetna and Blue Cross
  • Vision coverage from Vision Benefits of America
  • Dental coverage from United Concordia
  • Extended Maternity Leave - 8 weeks pay at 100% with the option of 2 more weeks paid at 100% or 4 weeks paid at 50%
  • Paternity Leave - 2 weeks pay at 100% or 4 weeks pay at 50%
  • Company provided 401K match of 100% of the employee's 6% contribution
  • Tuition Reimbursement of 80% of tuition costs capped at $6,300 per year
  • Pet Plan Insurance

OVERVIEW: This position will report to the Manager of IT Production Support. This positon will serve as the liaison between UGIES IT and business users and will be responsible to troubleshoot, resolve business application issues and also fulfill the role of a release coordinator for in-house built applications and cloud solutions. 

 

DUTIES AND RESPONSIBLITIES:
•    Serve as Liaison between business users and UGIES IT.

•    Act as Release Coordinator for in-house built applications, ensure the planning, management and deployment of packaged changes into IT production environment, certifying that all changes have been tested prior to introduction into the production       environment.
•    Manage and oversee development release effort to successfully deploy application changes.
•    Document release rollout plans/tasks, risks and maintain schedule for release rollouts.
•    Participate in the analysis, configuration, modification, testing, implementation and deployment of system enhancements. 

•    Investigate, troubleshoot and resolve business application issues, following UGIES business practice and documentation procedures ensuring timely and accurate handling of requests within our defined SLA.
•    Provide user support and coordinate resolution of issues to include root cause analysis, workaround and appropriate escalation as needed.
•    Work with a sense of urgency to continually improve service levels and user satisfaction handling user escalations as needed.
•    Actively own and maintain support documentation.
•    Provision user access for applications in accordance with IT General Controls and procedures. 
•    Develop strong relationship with the development and infrastructure support teams to resolve production issues in a timely manner.
•    Establish and maintain positive business relationships with users, as well as, consistently maintaining a thorough understanding of the business processes and priorities.
•    Monitor production applications to ensure availability.

•    Participate in production implementation verification and being accountable for validating system quality.
•    Participate in quality assurance and integration testing for program changes to UGIES Applications ensuring changes meet business expectation. 
•    Assist with building effective test scripts/test cases on approved business requirements provided by business users.

•    Achieve a more productive support environment by actively seeking improvement avenues.
•    Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, and reporting.

•    Coordinate activities with 3rd party software vendors
•    Manage IT vendor contracts in company system; Cobblestone.

•    Work with development and infrastructure managers to ensure operational consistency.
•    Participate in the change management process to assist the business in process efficiency and automation to existing systems or offering new software solutions.
•    Write ad-hoc queries and reports as needed for specific business needs and audit purposes.

•    Other duties as assigned. 


KNOWLEDGE, SKILLS AND ABILITIES:
•    Candidate should possess excellent troubleshooting and analytical skills.
•    Candidate should be self-driven and have excellent written and oral communication skills.
•    Candidate should possess the ability to communicate ideas in both technical and user-friendly language.
•    Candidate should be able to prioritize and execute tasks in a fast-paced, results driven environment.
•    Experience working in a team-oriented, collaborative environment.
•    Windows, Linux, PL/SQL ,PowerShell scripting.

 

EDUCATION AND EXPERIENCE:
•    B.S. in Computer Science, Information Systems.
•    3+ years’ experience in production application support.
•    2+ years’ experience as release manager, preferred.
•    Experience in working with vendors, trading partners to resolve issues and application upgrades.
•    Experience with following, a plus:  Microsoft Office Suite, Office 365 , Sailpoint, EDI, B2B Sterling , CRM-Siebel, SAP HANA, Programming and Testing tools, Smartbear Test Complete, ServiceNow, JIRA and Batch job tools.
 

UGI Energy Services, is an Equal Opportunity and Affirmative Action Employer.  The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, veteran status, or any other legally protected class in its practices.


Nearest Major Market: Reading PA

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