Senior Program Generalist, Data Science

Summary of Purpose:

The Senior Program Generalist, Data Science is responsible for delivering exceptional assistance and problem solving to industry and internal end users by ensuring timely resolution of Plant Information Center (PIC) and Industry Reporting and Information System (IRIS) support issues. This role drives collaboration to provide superior end user support, proactively identifies and resolves problems, and applies technical expertise.

Essential Functions

• Provides service and assistance to industry and internal end users on PIC and IRIS support issues, ensuring resolution or proper escalation, and follows-through to successful conclusion
• Collaborates with Data Science team members to address end user needs and expectations, ensuring effective issue resolution
• Proactively provides first line technical support by resolving common user issues such as password resets, permission updates, and page refresh requests; troubleshoots technical issues, recommends appropriate solutions, and escalates unresolved issues according to established guidance
• Contributes to problem resolution by providing needed support to end users when necessary
• Provides system administration support for the PIC/IRIS Triage system in ServiceNow, including issue tracking and escalation
• Leads and oversees a broad range of diverse, complex assignments in Data Science with little to no oversight
• Leads program activities including, but not limited to, updates of KT materials, DSDIs (Data Science department instructions), support documents, etc., to meet organizational objectives and goals
• Contributes to continuous improvement initiatives across the department to enhance support processes and user experience
• Performs other duties as assigned
  
  

Knowledge, Skills, and Abilities

• Proficiency in using common office software and tools, such as Microsoft Office Suite
• Demonstrates advanced planning, organizational, and time management skills, leading assignments and supporting strategic initiatives to achieve organizational goals
• Demonstrated ability to learn and adapt to new tasks, challenges, and environments, with a focus on strategic thinking
• Ability to identify issues, analyze information, and develop innovative and effective solutions
• Consistent, demonstrated ability to learn from feedback, coaching, and new experiences. Adapts effectively to new challenges and independently applies learnings to improve performance and outcomes
• Ability to help facilitate collaboration among various departments to encourage creative thinking and innovative solutions. Build strong communication skills to clearly express ideas and engage in team discussions. Contribute to cross-functional projects, ensuring teams work together effectively
• Ability to work and maintain confidentiality of highly sensitive/private information

Education, Licenses, and Certifications

Required

• High school diploma or GED

Preferred

• Bachelor's degree with major coursework in data science, computer science, information systems, or other related area
  
  

Experience

Required

• One year of professional work experience

Preferred

• One or more year of technology support and troubleshooting experience

Additional Requirements

Work Context

• Must be able to work prolonged periods sitting at a desk and working on a computer
• Must be able to work under minimal supervision
• Must be able to sit, stand, walk, stoop, kneel, crouch, climb, and crawl
• Must be able to lift 25 pounds
• Must have a US state or territory issued Real ID compliant driver’s license or identification card
  
  

Behaviors and Assessments/Additional Requirements

• All INPO employees are expected to abide by behavioral expectations as outlined in INPO’s Core Values, Team Effectiveness Attributes, and Leadership Effectiveness Attributes
• Employment is dependent upon successfully completing a pre-employment background check and drug and alcohol test
• This position may require obtaining unescorted access status
• This position requires direct or indirect access to certain export-controlled technology, for which INPO may be required to obtain an export license in accordance with applicable U.S. export control laws and regulations.  If an export license is required, any offer of employment at INPO for this position is contingent upon receipt of the export license or authorization