Description

Key Responsibilities 1. Ticket Triage & Resolution (Primary Work) • Review and process ServiceNow tickets triggered from UIM (Event-based alerts, e.g., Event 44) • Execute step-by-step triage using FAN Triage Document • Analyze device connectivity issues across: o Smart Meters (Gas/Electric) o Relays o Access Points (APs) o FAN Mesh network 2. Root Cause Identification • Diagnose common failure scenarios: o Communication failure (Meter → Relay → AP path) o Power failure / device offline states o Device reboot requirements o Network congestion or path issues (Primary/Secondary) • Validate whether issue is: o Network-related o Device-related o Data/reporting lag issue 3. Workflow Execution & Documentation • Update ServiceNow OT instance with: o Triage steps performed o Observations and root cause o Action taken / escalation decision • Maintain audit-ready documentation (important for CIP compliance) 4. Field Dispatch Coordination • If issue persists: o Raise SAP Work Order (WO) for field crew • Track lifecycle: o SAP WO Creation → Review → Completion • Validate field resolution and update ticket status 5. Platform Monitoring & Analysis Work across multiple AMI/FAN platforms: • AMM Console • Gridscape • CDDB (Common Device Database) • UIQ • AMI FAN Application • UIM (Event monitoring) 6. Queue & Backlog Management • Handle ~400–500 backlog tickets • Prioritize based on: o Network impact (AP vs meter) o Duration of outage o Cluster/FAN group impact Required Skills & Experience • Experience in AMI / Smart Metering / Utility Networks • Understanding of: o FAN Mesh Networks o Device Communication Flow: Meters → Relays → Access Points → Collectors • Knowledge of network self-healing behavior and path redundancy Technical Skills • Hands-on experience with: o ServiceNow (ticket triage & updates) o Basic network troubleshooting • Understanding of: o IPv6 (Itron environment context) o Event-based monitoring systems (like UIM) Platform Experience (Preferred) • Exposure to: o Gridscape o AMM Console o UIM or similar monitoring tools o SAP Work Order management

Key Skills

Education

Bachelor's degree