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Posted: Thursday, February 8, 2018 7:35 AM

Job Description
Job : 8360
Title: Program Support Specialist 1
Specialty: Customer Relations and Administrative Support
Location: Vancouver
Application Due Date: 2/14/2018

Additional Position Information

ieSolutions is an Equal Opportunity Employer (EOE). M/F/D/V. Security Clearance Requirement: Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. US Citizenship REQUIRED

Position Overview:
This full:time contract position will work within the Customer Service Reliability Program (TPCR) organization. The TPCR group manages the external and customer interface aspects of North America Reliability Corporation (NERC) Reliability and is the implementing organization for this aspect of compliance. TPCR also provides Western Electricity Coordinating Council (WECC)/NERC) reliability and compliance customer support, communicating directly with external client customers, client Account Executives and client Customer Service Engineers. This position will perform a key support role to the TPCR program by providing logistical and data support and well as provide limited administrative support to the TPCR organization. This position is located in Vancouver Washington.

Position Responsibilities include:
Note: all drafts, documents, materials and recommendations, as listed below, must be reviewed, finalized and approved / accepted by appropriate manager/ or other federal personnel with the authority to do so.
Program Support Responsibilities (Approximately 70 of time):
Serve as the Point of Contact (POC) for external Reliability Compliance Customer Requests:
:Prepare and make recommendations on the implementation of metrics addressing initial Customer Service Reliability Program (CSRP) response times and frequent customer inquiries.
:Monitor the team email inbox and respond appropriately to both internal and external customer service requests; elevate any complex issues to appropriate federal personnel.
:Maintain the Customer Service Reliability Program Customer Compliance Request Tracker including daily use and maintenance. Responsibilities include:
Track all customer questions, requests and tasks including e:mail chains, attachments and responsible parties.
Provide analysis, research and facilitate solutions and responses to approximately 50 of customers requests; escalate remaining requests to the Customer Service Reliability Program Supervisor for resolution.
Draft reliability:related letters of attestation and other reliability compliance customer documentation.
Provide coordination of customer Workshops for the Customer Service Reliability program.
:Coordinate all aspects of meetings
:Draft communications for internal and external audiences
Attend Subject Matter Expert (SME) meetings; communicate Customer Service Reliability Program updates and initiatives.
Maintain the Transmission Reliability Program Crawler (WECC/NERC
standards/requirements and customer data management tool):
:Perform recurring data audits.
:Assist in requirements gathering and testing for future tool implementation phases.
:Track customer agreements with
reliability/compliance implications.
Serve as the POC for annual Transmission Reliability Program projects, including:
o Customer Compliance Documentation Project:
WECC/NERC Reliability Standards Attestations, including metered boundaries
Critical Asset Notification
SPS:RAS Notification
Maintenance and Obligation (M and O) contract annual
facilitation/review and attestations

Provide coordination for projects and project teams:
:Use Excel, Visio, MS Project and/or SharePoint, coordinate, analyze, research, communicate, record, problem solve, create metrics, create reports, draft/maintain processes, create schedules, and track continuity of projects to completion.
:Work with other pr


• Location: Portland

• Post ID: 26626892 portland is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018