Summary

Responsible for the support, administration, maintenance, and continuous improvement of business-critical vendor and enterprise applications. Partners with business stakeholders, software vendors, and IT teams to ensure applications remain secure, reliable, and aligned with business objectives. Supports application lifecycle activities including incident management, problem resolution, system configuration, testing, upgrades, implementations, user support, and operational improvements. Troubleshoots application and system issues, coordinates with vendors to resolve technical problems, and contributes to the delivery of technology solutions that improve business processes and operational performance.

Minimum Requirements

IT Solutions Engineer/Analyst I

• Bachelor's degree in Information Technology, Computer Information Systems, Business Information Systems, Engineering, or related field
• PLUS one (1) year of relevant experience; or an equivalent combination of education and directly related experience.
• Requires basic technical knowledge within an application, technology, or business support area.
• Demonstrated analytical, troubleshooting, and problem-solving skills.
• Ability to communicate technical concepts effectively to technical and non-technical audiences.
• Ability to manage multiple assignments and priorities in a team environment.

IT Solutions Engineer/Analyst II

• Bachelor's degree in Information Technology, Computer Information Systems, Business Information Systems, Engineering, or related field
• PLUS four (4) years of relevant experience; or an equivalent combination of education and directly related experience.
• Requires working knowledge and experience supporting enterprise or vendor-supported applications.
• Demonstrated ability to independently resolve complex technical and operational issues.
• Experience coordinating with vendors, business stakeholders, and technical teams.
• Ability to lead assigned initiatives and provide guidance on application support activities.

Preferred Special Skills, Knowledge or Qualifications
• Experience supporting Commercial Off-The-Shelf (COTS), SaaS, or vendor-hosted applications.
• Knowledge of IT Service Management (ITSM) processes, including Incident, Problem, Change, Request, and Release Management.
• Experience working directly with software vendors to investigate and resolve issues.
• Experience with software development, scripting, or coding using languages such as C#, .NET, Java, Python, PowerShell, JavaScript, SQL, or similar technologies.
• Experience developing, troubleshooting, and supporting application interfaces, integrations, APIs, web services, ETL processes, or data exchange solutions.
• Experience supporting application testing, upgrades, implementations, and system integrations.
• Knowledge of user access management, application administration, and system configuration practices.
• Ability to create and maintain technical documentation, procedures, and knowledge articles.
• Strong customer service, organizational, communication, and relationship management skills.

Nuclear Requirements
Any PVNGS employee may be called upon to serve as a member of the Emergency Response Organization (ERO) and will be expected to fulfill their obligation as an ERO member.
Any PVNGS employee may be called upon to support a refueling or short-notice outage.
This includes line roles and responsibilities as necessary to execute outage activities.
These are conditions of employment at PVNGS.

Major Accountabilities

1. Supports the administration, maintenance, configuration, and continuous improvement of assigned business and operational applications.
2. Troubleshoots, analyzes, and resolves application incidents, service requests, and production issues in accordance with established service levels.
3. Provides Level 1 and Level 2 support for vendor-supported and enterprise applications.
4. Coordinates with software vendors, business stakeholders, and IT teams to investigate and resolve technical and functional issues.
5. Supports application upgrades, patches, implementations, system integrations, and enhancement initiatives.
6. Performs testing activities for new functionality, upgrades, defect corrections, and system changes.
7. Creates and maintains technical documentation, support procedures, knowledge articles, and application support materials.
8. Supports application administration activities including user access management, configuration updates, and routine maintenance tasks.
9. Participates in continuous improvement initiatives that enhance system reliability, performance, security, and user experience.
10. Follows established cybersecurity, compliance, operational, and change management processes.

Key Level Differentiators
IT Solutions Engineer/Analyst I
• Works to achieve operational targets within assigned application support areas.
• Supports applications and business processes of limited to moderate complexity.
• Works under general supervision while developing technical and business knowledge.
• Uses established support, troubleshooting, and change management processes.
• Conducts research and analysis to resolve standard application support issues.
• Supports application enhancements, testing, implementations, and operational activities.
• Decisions primarily impact individual work assignments and supported application areas.

IT Solutions Engineer/Analyst II
• Works independently and exercises judgment in managing application support activities.
• Serves as a functional and technical resource for assigned applications and business processes.
• Leads analysis and resolution of more complex incidents, problems, and operational challenges.
• Coordinates activities between vendors, business stakeholders, and technical teams.
• Identifies opportunities and implements improvements to application reliability, usability, and support processes.
• May lead small to medium application projects, upgrades, implementations, or enhancement efforts.
• Experience designing, developing, maintaining, and troubleshooting application interfaces, APIs, web services, data integrations, scripts, reports, and custom application enhancements

Hybrid: Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person).

In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.

• Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).
• Working from a home office requires adequate technology and an appropriate ergonomic set up.
• Role types are subject to change based on business need.