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Description
EnerNOC unlocks the full value of energy management for our utility and commercial, institutional, and industrial (C&I) customers by reducing real-time demand for electricity, increasing energy efficiency, improving energy supply transparency in competitive markets, and mitigating emissions. We accomplish this by delivering world-class energy management applications including DemandSMARTTM, comprehensive demand response; EfficiencySMARTTM, data-driven energy efficiency; SupplySMARTTM, energy price and risk management; and CarbonSMARTTM, enterprise carbon management.
Our Energy Network Operations Center (EnerNOC) supports these applications across thousands of C&I customer sites throughout the world. Using our C&I customers' energy usage flexibility, we make capacity, energy, ancillary services, and carbon products available to grid operators and our more than 100 utility customers on demand as a cost-effective alternative to traditional power generation, transmission, and distribution.
Position Overview:
EnerNOC, a leading provider of demand response and energy efficiency solutions, has an immediate need for 2 Support Analysts to join our world-class Network Operations Organization. Based in our San Francisco Network Operations Center, the Support Analyst will become an expert in EnerNOC's core operational processes, and will develop a deep understanding of the issues surrounding load curtailment, emergency backup generation, and demand response programs across the nation and internationally. Furthermore, the Support Analyst will find ways to increase operational efficiency by inventing ways to streamline operations and communicating needs to the operations and engineering teams.
The mission of EnerNOC's Network Operation Center is to provide capacity to the grid by reducing customers' electricity consumption on an emergency basis. We execute this mission by developing appropriate protocols, validating them with rigorous testing, and then executing them flawlessly when called. In order to provide this capacity, we meter energy demand at each of our 5000+ customer sites and, at many sites; we have the ability to remotely reduce our customers' energy consumption.
A robust and highly available network, therefore, is the foundation of our business and it is critical for this network to be operational at all times. During demand response events, our commercial and industrial power providers rely on us to notify them immediately, to monitor and support their load curtailment activities, and in many cases to remotely control their equipment and power generation during potential blackout situations. The activities of our NOC must therefore be executed flawlessly.
The ideal candidate will be highly technical, work extremely well under pressure, and have a clear ability to thrive in a fast paced, customer driven environment. Furthermore, the successful candidate will demonstrate an unrelenting commitment to bettering our tools and processes by continuously looking for more efficient ways to deliver value.
Responsibilities:
The NOC Support Analyst will perform 3 primary functions:
1. Executing demand response events and Acceptance Tests 24/7/365:
- Learning Demand Response protocols and program rules
- Participating in Demand Response event training and simulations
- Activating and managing demand response dispatches, monitoring performance, and supporting utility and DR customers during demand response dispatches
- Learning, streamlining and carrying out the acceptance test process and procedures
- Perform generator tests and carry out test protocols
- Conducting NOC stability testing to ensure dispatch readiness 24/7/365 from both Boston and San Francisco NOC's
2. Ensuring connectivity and data collection and site enablements 24/7/365:
- Monitoring our network of 8,000+ remote devices that communicate via cellular, DSL, LAN and VPN
- Troubleshooting connectivity issues
- Configuring communications devices
- Identifying, correcting, and/or escalating data quality issues pertaining to sites, energy meter data, and contact information
3. Providing exceptional customer service to internal and external customers 24/7/365:
- Providing coverage for our 24/7/365 Service Desk
- Meet or exceed customer service SLA's
- Providing access to and support for the EnerNOC's DemandSMART and Energy Management platforms
- Responding to internal and external customer support requests via phone, email and ECRM case
- Updating customer contact information
- Assist in internal/external training of our DemandSMART software platform
Qualifications:
Required Qualifications:
- BA/BS in degree in a technical, analytical, or energy related field
- A proven track record demonstrating the ability to work in a fast paced, forward moving environment with the ability to quickly learn new technology
- Outstanding communication skills with the proven ability to utilize these skills across groups within and outside the organization
- Strong problem-solving and organizational skills
- Ability to apply creativity and objectivity while solving technical problems
- Excellent task management skills
- Ability to manage high-stress situations calmly and effectively
- Ability to actively contribute to multiple, concurrent projects
Desired Qualifications:
- Prior experience within and/or passion for the clean tech sector
EnerNOC is an Equal Opportunity Employer.