Operations Analyst I
Location: Local to Herndon, VA, only please (On-site Only)
Job Type: Contract (1 year)
Schedule: Rotating shifts (24/7 operations)
Job Description:
The Operations Analyst I supports a 24-hour operations center by analyzing customer calls and system data to identify power outages, dispatch response crews, and communicate restoration information. This role plays a critical part in emergency response, customer service, and service reliability.
Responsibilities:
- Analyze customer calls and system data to determine outage location and cause
- Dispatch first response personnel and repair crews during outages and emergencies
- Coordinate and schedule non-emergency customer-related work
- Accurately report outages and manage Estimated Restoration Times (ERTs)
- Provide timely, accurate information and first-line resolution to customer inquiries
- Support service reliability reporting and continuous improvement efforts
- Will handle Private Personal Information (PPI)
Required Skills/Knowledge/Experience:
- Strong verbal and written communication skills
- Proficiency with computers and multiple software applications
- Strong problem-solving and analytical skills
- Ability to work rotating shifts, including nights, weekends, and holidays
Preferred Skills/Knowledge/Experience:
- 1–5 years of related experience
- Experience in utilities, 911 dispatch, military, or call center environments
Education:
- Minimum HS diploma (Required)
Additional Information:
- Overtime may be required during storms or emergencies
- Must pass NERC & FERC background investigation
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