What are the responsibilities and job description for the System Outage Communication Specialist position at APS?
Date: Dec 22, 2025
Location: PHOENIX, AZ, US, 85021-1808
Company: APS
Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.
Summary
As a System Outage Communications Specialist, you’ll be the critical link between our operations and customers during outages and emergencies. Your work ensures timely, accurate information flows to internal teams and external customers, helping maintain trust and reliability when it matters most.
What your day would be like
- Serve as the central point of contact for key account customers during outages and emergencies, providing continuous updates and reassurance.
- Communicate outage information across APS departments and external channels to keep everyone informed and aligned.
- Monitor outage systems and analyze data, preparing reports for regulatory agencies and APS leadership.
- Coordinate manpower and resources statewide to support outage restoration efforts.
- Facilitate resolution of field issues, collaborating with internal teams, contractors, and customers to ensure safety and service continuity.
Who we’re looking for
- Strong communicator with the ability to deliver clear, accurate information under pressure.
- Customer-focused professional who can provide exceptional service during high-stress situations.
- Analytical thinker skilled in interpreting outage data and identifying patterns for improvement.
- Collaborative team player comfortable working across multiple departments and with external stakeholders.
- Adaptable and reliable, ready to provide 24/7 coverage and respond quickly to changing conditions.
Minimum Requirements
- High school diploma or equivalent plus four (4) years relevant business experience in operations, marketing or customer service, or an equivalent combination of education and experience.
- Must possess effective written and verbal communication skills.
- Shift work and extended shifts may be required.
- Must be flexible to be available on-call, and to provide 24/7 coverage, to support unusual or emergency situations, such as summer storms.
Preferred Special Skills, Knowledge, or Qualifications:
- Oracle Customer Care & Billing (CC&B) system experience and experience with outages and Automated Distribution Management System (ADMS).
- Demonstrated proficiency in Microsoft operating systems and use of mainframe systems such as customer information and outage management systems.
- Ability to conduct research and perform data analyses to troubleshoot, resolve, and effectively communicate outage issues.
- Must be flexible to be available on-call, and to provide 24/7 coverage, to support unusual or emergency situations, such as summer storms.
- Ability to perform under stressful conditions
CIP Requirement:
This position requires Critical Infrastructure Protection (CIP) access consistent with North American Electric Reliability Corporation (NERC) standards. The applicant considered for this role will be required to obtain and maintain CIP access for the duration of employment in this position. A full seven (7) year criminal history will be obtained through the pre-employment background check process (or, for current employees, through supplemental background check process) to fulfill the CIP access requirements. In addition, this position requires an additional background check every seven years to maintain access.
Onsite: Requires work to be performed in the field and/or at an APS facility. Depending on the responsibilities of the role, this may include, but is not limited to, working at a power plant, job site, or in the community.
- Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).
- Role types are subject to change based on business need.
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