Analyst - Infrastructure

The salary range for this position is dependent on experience level ranging from $94,490 to $118,113.

Job Summary

We are looking for a bright and motivated individual to work as an Analyst - Infrastructure to join our dynamic team. In this role, you will be the bridge between AVANGRID TPO, our customers and the power of these transformative technologies and security. You will provide exceptional technical support, troubleshoot issues, and guide users to maximize the efficiency and impact of their laptops, applications mobile devices, mobile applications, Microsoft Products, Power Platform and Gen AI solutions (Co-Pilot).

As an Analyst - Infrastructure, you'll be the mastermind behind empowering our customers to unlock the full potential of these transformative technologies and their security. You'll wear many hats - troubleshooting technical issues, providing expert guidance, and collaborating with local and global teams as well as developers to shape the future and security of our platform. You will also work collaboratively with internal stakeholders to maximize software functionality and user experience.

Ensure the global processes are being applied to the cloud solutions managed by the team, creating and managing executive reports and participating in the end user area projects.

The successful candidate will help with the implementation of a governance model for mobility, power platform, Microsoft products and Gen AI environments following the policies and guidelines provided by global and security teams, including but not limited to application catalog, requests, reports, supporting model, communication.

Key Responsibilities

• Participate in projects to enhance the end user experience in all areas of the workplace team not limited to mobility, low code model, power platform, Microsoft products, software packaging and Gen AI.

• Support and collaborate with the global team on the new Microsoft solutions implementation, work closely with all team members to accelerate customer adoption of GenAI services and solutions. Good understanding of Microsoft Copilot 365, Bing Chat Enterprise, AWS GenAI Platform and Azure GenAI Platform is important.

• Supports daily administration of field customer inquiries and troubleshoot Microsoft Intune app and data management issues with unwavering confidence.

• Proactively identify and escalate critical issues ensuring swift resolution

• Help as a solution architecture and understand how that impacts the solutions for other systems Mobile app integration and data security.

• Manage workplace incident management technical resolution queue and activities (tasks). Interface with users, IT colleagues and local/global vendors to resolve user's incidents.

• Create executive reports for solutions managed by the team.

• Update and maintain the application catalog to include Mobile apps and Cloud applications.

• Create governance models to ensure the excellency and efficiency of the Microsoft cloud solutions managed by the team, ensure that global solutions are following the global process AVANGRID TPO End User team.

• Actively participate in Continuous improvement programs targeting incidents reduction rate and incidents response time increase. Focused on resolution quality (SLA's achievement target).

• Contribute to meet customer satisfaction metrics, participate in projects to enhance end user measurable satisfaction.

• Support in the creation of IT Tutorials, IT User Guides and Manuals as required.

• Ensure Excellency in the digital workplace delivery, focusing on end user experience continuous improvement.

• Stay ahead of the curve by continuously learning about the latest advancements in Microsoft Intune, Power Platform and Generative AI, keeping your knowledge arsenal stocked with cutting edge tools.

• Skills

• Deep knowledge about Microsoft cloud solutions (specially but not limited to Mobility (Intune) and Power Platform (Power Apps, Power BI, Power Automate, etc.).

• Understanding of Generative AI concepts, with the ability to leverage the power of Generative AI services to transform data into insightful reports, automate tasks and generate creative content

• Ability to multi-task.

• Strong Interpersonal Skills.

• Communications.

• Excellent team player.

• Program/Project Management.

• Proactive attitude.

Required Qualifications

• Bachelor's degree in computer information systems or the equivalent combination of education and experience.

• Scripting knowledge.

• Proven experience of Knowledge in End User Solutions / Platforms: Mobility (MS Intune), Power Platform, WIN10, O365, Exchange, TEAMS, OneDrive, SharePoint.

• Strong business acumen, though leadership and communication skills.

• Knowledge in Remote connectivity and Virtualization platforms (VPN, Citrix/Flexxible, VDI).

• Proven experience of 3 years in IT End User Services Delivery:
  • Application packaging and delivery
  • Team member responsible for major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in business related projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
  • Software Inventory and Lifecycle management.

• Proven experience in ServiceNow, CMDB, Remedy, ITSM, HPSM, HPAM, Altiris.

• Experience in the creation of governance models (ITIL/COBIT).

• Proven experience working with Service Management approach (ITIL V3 preferably)

• Demonstrated history of exceptional customer service management. Ability to understand end users' requirements, concerns and manage interaction between different parties

Preferred Qualifications

• Microsoft certifications

Competencies

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or external)

• Communication

• Collaboration

• Leadership (people managers/leaders)

Disclaimer

AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.

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Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables

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Company:
CONNECTICUT NATURAL GAS CORPORATION

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
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Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Job Posting End Date:
July-15-2025