Work Management Specialist II

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This position is the intermediate level of the Work Management Specialist classification hierarchy. Employees at this level solve more complex problems and are responsible for providing technical, analytical and work management support for Distribution, Customer Experience & Services. The incumbent, working within the parameters of established processes and standards, uses independent judgment and initiative to complete assigned tasks. This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing exceptional customer service. This position may also be utilized to provide administrative support to multiple managers and serves in a non-exempt capacity.

Responsibilities

1. Maintains excellent customer service to operations, management, and customers
2. Demonstrates proficiency in utilizing available tools and systems, such as Maximo, DOMS, NJUNS, NC811, CAPS, to efficiently convey reliability details and essential information to both internal and external customers
3. Achieves acceptable level of availability during normal work schedule and emergency storm restoration after hours and weekends
4. Takes ownership of customer issues and problems until resolved
5. Facilitates communication between internal and external customers
6. Reports job status details to appropriate personnel as needed
7. Monitors various reports to ensure process adherence to achieve customer-related goals
8. Provides feedback to supervision for coaching opportunities
9. Maintains knowledge of Engineering and Construction standards, compatible units, construction prints, etc. used in Delivery Operations
10. Executes customer contracts for Distribution facilities
11. Audits work performed to ensure customer is billed accurately and timely
12. Ensures work is scheduled to meet an established timeline
13. Provides research, root cause analysis, and resolves customer issues
14. Processes highway relocation work orders, collaborating with project managers and the Department of Transportation
15. Uses software applications (e.g. Word, PowerPoint, Excel) to prepare correspondence, reports, presentations, agendas, minutes, manage calendars or meetings/meeting coordination etc. Cost Management
16. Verifies and applies correct general ledger accounting in all work-related applications and functions.
17. Adheres to monthly accrual timelines and system entry cutoff dates. Ensures that all invoices on hand are recorded and sent to the appropriate department that processes the accrual.
18. Reconciles work order materials, labor, and equipment to represent actual field construction
19. Resolves all errors and prepares construction work orders for close-out in work management system, properly reporting units of property to Asset Accounting
20. Audits, reconciles, and processes contractor invoices ensuring documentation agrees with pay items, contracts are correct, and time and equipment charges agree with contractor timesheets
21. Ensures timesheets are accurately completed and recorded in time management system in accordance with payroll guidelines
22. Creates appropriate work order to complete follow-up work utilizing the most cost-effective resource and skillset
23. Obtains approvals, calculates costs and generates invoices for governmental lighting, Department of Transportation highway relocation, property damage claims, and miscellaneous costs Reliability
24. Prepares for and provides emergency restoration support including allocating event assignments to damage assessors and clearing events in outage management tools
25. Updates storm resource tracking and outage management tools during storm restoration
26. Supports the execution of specific Delivery Operations reliability programs or processes using appropriate work management applications EE Engagement/Safety
27. Supports Human Performance safety culture through active participation in safety meetings
28. Follows ergonomics and office safety guidelines
29. Supports corporate initiatives
30. Demonstrates a commitment to continuous learning and development

Required/Basic Qualifications

• High School/GED degree
• 2 years related work experience

Desired Qualifications

• Possesses a working knowledge of Microsoft Office Software
• Possesses a general knowledge of applications used in Delivery Operations
• Demonstrates good judgment in decision making
• Exhibits effective written and verbal communication skills
• Collaborates effectively in a team environment
• Works independently in resolving problems
• Exhibits flexibility and dependability during normal work schedule and after-hours emergency storm restoration
• Prioritizes work effectively
• Supports changing work environments, processes, and policies
• Proficient in system applications used in Delivery Operations
• Knowledge of local ordinances, permits, and inspections
• Previous customer service experience

Working Conditions

• Hybrid Mobility Classification Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable daily commute to a Duke Energy facility.