Analyst II

Technology Organization End User Analyst

Job Summary

The End User Analyst within Workplace Support (WPS) is responsible for delivering high-quality, efficient, and proactive end-user technology support across desktop, hardware, and conferencing environments. This role focuses on improving business partners (BPs) digital experience through proactive monitoring, automation, standardization, and customer-centric service delivery.

The End User Analyst partners with multiple Technology Organization (TO) departments and business stakeholders to reduce incidents, improve resolution times, and enable scalable, self-service support models. This role also plays a key part in supporting enterprise initiatives including end user and conference room technology refresh programs, storm restorations, and major events.

This position is located at 3610 Gentian Blvd, Columbus, Ga and supports sites in east Alabama and West Georgia.

Education

Minimum Requirement: 

Associate degree in a technology-related field, or equivalent military or relevant work experience. 

Preferred: 

Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical discipline with minimum of 3 years related experience. 

Major Responsibilities

• Provide advanced support for desktop, hardware, and other workplace technologies, ensuring timely resolution of incidents and requests.
• Analyze ticket trends and resolution data to identify opportunities to improve customer experience and reduce time-to-resolution. 
• Identify recurring issues through trend analysis and contribute to problem management efforts.
• Triage incidents promptly upon assignment and validate proper categorization and routing.
• Leverage Digital Experience (DEX) tools to proactively monitor, diagnose, and resolve issues before user impact. 
• Develop and implement scripts, automation, and workflows to improve support efficiency and reduce repeat issues.
• Identify high-volume support issues and drive shift-left solutions through knowledge articles, guided self-service, and automation.
• Execute proactive diagnostics, monitoring, and remote remediation actions to reduce reactive incidents.
• Promote and expand adoption of self-service platforms to reduce local analyst support demand.
• Support management of spare and loaner devices, ensuring proper tracking, lifecycle control, and inventory accuracy.
• Participate in initiatives to improve endpoint security, including OS upgrades and BIOS/security remediation efforts.
• Ensure compliance with organizational cybersecurity policies and operational procedures
• Drive measurable improvements in MTTR, ticket volume reduction, and customer satisfaction.
• Support our end-user computing environment, handling break-fix issues, system reimages, hardware replacements, lifecycle refreshes, and upgrades to MS Teams conference rooms.
• Provides platinum level support to company executives.
• Collaborate with business units and other Technology Operations departments to resolve incidents and problems.
• Offer specialized technical assistance to business partners as needed, including support at critical locations.
• Establishes and maintains positive relationships with key business partners, ensuring exceptional customer service.
• Cooperates with TO End User Analysts, TO Planning Analysts, Application Portfolio teams, and other TO groups to create a dedicated support network.

• Storm Support, including after-hours 24 x7 support when required for storm-related events, major events, and vital 24/7 operations.

Preferred Qualifications

• Experience with Digital Experience Monitoring tools (e.g., Nexthink or similar)

• Experience with automation, scripting, or workflow design

• Experience with Co-Pilot and Co-Pilot Agents

• Experience with Microsoft Power Platform – Power Automate, Power BI

• Knowledge of ITIL practices including incident, problem, and change management

• Experience supporting conference room technologies and AV environments

Knowledge, Skills and Abilities

• Proficient technical knowledge of office computing environments including PC hardware, Microsoft Windows, Microsoft Office suite (i.e. Outlook, Word, Excel, PowerPoint, Teams, SharePoint) and infrastructure as well as their interaction and relevance in solving business problems. 

• Strong analytical and problem-solving skills

• Customer-focused mindset with a commitment to service excellence

• Ability to identify trends and drive continuous improvement

• Collaboration across technical and business teams

• Strong communication and documentation skills

• Commitment to safety, inclusion, integrity, and performance excellence

• Demonstrated ability to build strong relationships with BPs, vendors and other TO departments.

• Ability to develop effective working relationships with all levels of employees.

• Customer service focused with the ability to deliver on commitments and deadlines.

• Demonstrated ability to share best practices within business units, across business units, and within Southern Company to maximize value and provide consistency in the TO operations for our BPs.

• Ability to manage small, local projects using proven concepts to apply technology to business problems.

• Experience supporting Microsoft Teams rooms or other video conferencing technology is desired.

Behavioral Attributes

• Demonstrates behaviors aligned with Southern Company’s Values: Safety First, Intentional Inclusion, Superior Performance, and Act with Integrity.

• Shows initiative, stays motivated, and works independently.

• Highly self-directed, proactive in identifying opportunities, and focused on achieving measurable outcomes.

• Demonstrates strong organizational skills and a customer-focused mindset.

• Manages multiple projects and tasks effectively at the same time.

• Commits to continuous learning and training to keep up with new developments in hardware and software technologies.

• Builds strong relationships with business partners and works effectively in a distributed team environment.

• Follows established safety policies and procedures.

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position.

• Routine physical agility to move in various positions to execute duties effectively, which may include kneeling, walking, pushing/pulling, squatting, twisting, turning, bending, stooping and reaching overhead; physical stamina sufficient to sustain light physical labor and ability to remain in stationary position for up to 8 hours.
• Occasional lifting of objects more than 30 pounds and may require lifting 50 pounds with the assistance of another analyst.
• Handling and/or transporting equipment and tools necessary for this position.
• Physical mobility is sufficient to move about the work environment for sustained periods of time on concrete, hard flooring, stairs, ramps, carpet, etc.
• Ability to access and maneuver in small and large company trucks

Other Requirements

• Must be able to pass North American Electric Reliability Corporation (NERC) critical infrastructure protection (CIP) background check and requirements.
• Must possess a valid driver’s license and have a good vehicle driving history
• Must provide own transportation for day-to-day travel to customer sites across West Region
• Lastly, this position description does not state or imply that the above are the only responsibilities and responsibilities assigned to this position.