Operations Support Specialist, Senior

JOB SUMMARY

Responsible for the management, development and support of the company’s Policies and Procedures framework ensuring standardized, accurate document control as well as verifying all current policies and procedures are available to ITC stakeholders through the SharePoint application. Uses related systems and databases to expedite work related to the Polices and Procedure framework. Aids with department sponsored events for related programs. Assists leadership in identification, review, update and implementation of processes and tools. Supports internal and external reporting and compliance activities related to the operation of the systems.  

ESSENTIAL DUTIES & RESPONSIBILITIES

• Identifies and implements new and revisions to existing company procedures in response to North American Electric Reliability Corporation (NERC) standard as well as Regional Transmission Organization (RTO) process changes.
• Manages the lifecycle of policies, procedures, standards, and operational documentation including development, review, approval workflows, publication, stakeholder communication, and periodic review.
• Develops, implements and presents training for stakeholders to support best practices and operationalization of policies and standards necessary to support related programs
• Serves as system administrator and subject matter expert for SharePoint, compliance databases, learning management systems, forms, reporting tools, and related applications.
• Assists with the development of dashboards, reports, metrics, and data analytics supporting Operations programs.
• Identifies, develops, and implements process improvements, workflow enhancements, and supporting tools to improve operational effectiveness and program performance.
• Promotes use of best practices the Policies and Procedures program
• Supports development and roll-out of program surveys and supports internal outreach activities, trainings, and sponsored events in support of the programs
• Investigates and maintains knowledge of utility and department needs and functions necessary to support program implementation.
• Completes review of the control room compliance related reports for accuracy and completeness.
• Performs audit prep activities including: internal controls, audit readiness, writing RSAW narratives, and identifying/gathering evidence of compliance.

• Oversees the annual review of all compliance related policies and procedures on an "as needed" basis; ensures documents are published correctly with respect to formatting, version & standard tracking and free of typographical, spelling and grammatical errors prior to publication

• Provide technical writing expertise to support the creation, review, and continuous improvement of organizational policies, procedures, standards, and operational documentation.

   

REQUIREMENTS

• Bachelor's Degree in Business, Communications, Engineering, Engineering Technology, Instructional Design, or Arts and Sciences or relevant, equivalent experience and/or education is required
• Minimum of five (5) years of experience working with a document control system and maintaining company documentation of policies and procedures from policy development through implementation preferred
• Experience supporting NERC compliance programs, regulatory audits, or utility operations preferred.
• Experience with instructional design methodologies and adult learning principles preferred.
• Experience with document management and workflow systems preferred.
• Experience developing training materials, technical documentation, and compliance evidence packages preferred.
• Ability to analyze data and produce reports, metrics, and dashboards.
• Experience in SharePoint is preferred
• Ability to work independently with minimal guidance
• Excellent customer service skills
• Excellent verbal, written and presentation skills. Technical writing experience preferred.
• Advanced skills using PowerPoint and working knowledge of other MS Office tools
• Exceptional organizational skills and the ability to work with a high degree of accuracy and attention to detail.
• Applicants must be authorized to work in the United States for any employer. ITC does not sponsor employment visas, such as H-1B or TN visas.