Thank you for your interest in the BWL. We think you'll find it a rewarding and nurturing place to grow your career.

Position Summary:

The Customer Information System Administrator is responsible for maintaining the UMAX Customer Information System (CIS) and related sub-systems, managing relationships with Itineris, UMAX software provider (vendor), and complying with Service Level Agreements (SLAs). This position administers the Customer Information System, including security permissions and position-based access, while working with BWL’s I.T. department and its primary CIS vendor to facilitate software service patch releases, system upgrades, and is responsible for troubleshooting night batching and errors as needed. Responsible for the design, development, and maintenance of department and corporate reports. Enterprise Output Management (EOM) Lead.

Essential Functions:

• • Manage the day-to-day operations of the Customer Information System by monitoring its performance, configuration, and maintenance. Ensures that records of system downtime are properly maintained and communicated to impacted areas.

  • Manages user accounts and/or profiles, including onboarding, offboarding, and security permissions.

  • Work with CIS vendor to assist support activities related to system revisions.

  • Create, manage, and maintain both Private and Public Encryption Key pairs used with Enterprise Service Bus (ESB) and vendors that interact with CIS.

  • Analyze and troubleshoot issues with CIS and associated systems impacting division business activities.

  • Able to independently lead utility rate testing iterations, including delegating tasks or obtaining assistance from internal departments, and/or vendors with minimal managerial involvement.

  • Coordinate release management and testing initiatives with I.T.

  • Facilitate communication changes implemented in each release/patch to impacted departments.

  • Complete Customer Information System rate updates as part of ongoing rate testing and deployment cadence.

  • Management of system configuration.

  • Triage and respond to user submitted trouble tickets regarding CIS. Work with users and/or vendors to resolve tickets in compliance with department SLA standards.

  • Fundamental configuration of the Customer Information System as needed to meet business needs.

  • Document processes and create procedures, manuals, and training modules for associated tasks, in conjunction with the Training Leaders.

  • Preserve and purge data items, in compliance with BWL’s data retention policies.

  • Work directly with users and customers to identify needs and resolve software configuration problems.

  • Monitor and troubleshoot common and daily tasks/events as well as changes in close collaboration with the Enterprise Service Bus (ESB) Team.

  • Monitor and manage the nightly batch schedule.

  • Reproduce, test, resolve and document software bugs, defects and problems.

  • Function as Test Lead to coordinate and manage subject matter experts in testing sessions related to system bugs, enhancements and upgrades.

  • Develops and maintains all statistics that measure the performance of the division.

  • Ability to handle multiple and diverse projects, prioritize, and meet deadlines under pressure.

  • Develop reports using applications such as SQL Server Reporting Server (SSRS) and Power B.I.

  • Serve as CIS Enterprise Output Management (EOM) Lead for all customer letters generated from CIS.

  • Expected to comply with all BWL policies and work rules.

  • Strong and reliable attendance record.

  • Other duties as assigned.

Job Specifications:

Required:

• This position requires the knowledge which would normally be acquired through a bachelor’s degree in computer engineering, computer science, or related discipline, or equivalent combination of education and experience.

• 3 years’ experience in system administration of data or other systems.

• 3 years’ experience in complex systems design, programming, and systems software support; competency in multiple system environments, fileservers, operating systems and applications; advanced knowledge of client server environments, networks, various programing languages and operating systems of common equipment and technologies in use

• Risk management: Ability to decipher technical vulnerabilities and ability to outline mitigation efforts.

• An in-depth understanding of Continuous Integration/Continuous Delivery (CI/CD) channels and tools for managing service pack releases.

• Knowledge of security protocols, vulnerability assessment, and incident response is crucial for protecting customer data.

• Proficiency in Windows and Linux server environments with an understanding of network protocols, firewalls and network security.

• Experience with SQL databases (MySQL, PostgreSQL, Oracle) and NoSQL databases is essential for managing customer data.

• Comprehensive familiarity with industry standard testing tools and techniques

• Valid driver’s license with acceptable driving record.

• Demonstrate effective project management techniques.

• Diversified knowledge of system administration principles and practices.

• Basic familiarity with markup languages including but not limited to XML and HTML.

• Work well with customers, outside agencies and vendors.

• Excellent skills in the following areas: business case development, leadership, integrity, business acumen and safety consciousness.

Preferred:

• Previous experience with customer information systems; Microsoft BI proficiency; Microsoft Azure proficiency; understanding of BWL customer service standards and guidelines.

• Knowledge of SAP, UMAX, Service Management programs (I.e., TopDesk, EasyVista, and/or DevOps).

Physical Requirements / Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to remain in a stationary position for the majority of the working day. The person in this position needs to move about inside the office environment. Constantly operates a computer and other office equipment. Ability to adjust focus, especially due to concentration on a computer screen. Must communicate frequently with other departments and employees both verbally and in writing. May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor/ below the knee level, or reach above head. On occasion, may need to use stairs.

Constantly works in a temperature-controlled office environment.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not to be construed as an exhaustive list of all duties, responsibilities and skills that may be required of the employee. Management reserves the right to add, remove, or otherwise alter these duties, responsibilities, and skills at any time.

Why Should You Apply?

Competitive wages, employee development, and opportunity for professional growth.
 
Robust time off benefits including vacation, free choice, sick leave, parental leave and 11 paid holidays.
 
Comprehensive benefits package offered including medical, prescription, dental, life insurance, long-term disability, employee assistance program.
 
Voluntary benefits including vision, supplemental and dependent life insurance, flexible spending, AFLAC options, LifeLock anti-theft, long term care, tuition reimbursement, and BWL's  Home Purchase Plan – Forgivable $5,000 loan for purchase of a home in Lansing.
 
Retirement programs including 401(a) Defined Contribution Plan (DC) (100% company paid up to 9.5 % of base salary for BU positions and up to 13% of base salary for NBU positions), 457 Deferred Compensation matches up to $2,500 per year. 
 
Post retirement benefits offered at the respective level of coverage, co-pays and health care premium, at the same level as active employees.
 
Two fitness centers located on site open 24/7, work life balance program, employee assistance program, free parking and much more! 
 
About BWL:
The Board of Water & Light serves Lansing, Michigan, and surrounding areas with electricity, water, and steam. Lansing's city charter vests the BWL with full and exclusive management of water, steam, and electric services for or the city. The American Public Power Association has honored the Lansing Board of Water & Light as one of the country's best publicly-owned utilities.
 
The Location:
Lansing lies at the heart of the Great Lakes State and offers all the beauty and splendor of the four seasons. A haven for swimming, boating, fishing, snowmobiling, golf, and hunting, mid-Michigan is also just a couple hours from premier skiing and one of the most beautiful freshwater lakeshores in the world on our Lake Michigan Coast. Lansing itself is only minutes and miles away from two of the nation’s premier universities, Michigan State University and the University of Michigan, and boasts miles of walking, running, biking trails, Potter Park Zoo, professional sports, the arts, and fine dining.
 
 

THE BOARD OF WATER & LIGHT IS AN EQUAL OPPORTUNITY EMPLOYER