ICC Support Coordinator

Uisce Éireann; Dublin; On-site; EUR 42,000 - 66,000; Full time

Job summary

Uisce Éireann seeks an ICC Support Coordinator to ensure 24/7 operational coverage, admin support, and robust data reporting. You will manage shift rosters, document controls, and cross‑functional reporting while coordinating financial activities and meetings within the ICC/IOM teams.

You’ll drive efficiency through dashboards, SOPs, and structured data, contributing to the transition toward the Integrated Control Centre model and improved service reliability.

Qualifications

• Minimum 2 year’s experience in a complex operational environment, supporting a 24/7 operation.
• Strong administrative and financial coordination experience, including accurate record management and experience supporting activities such as purchase orders, invoices, expenditure tracking and general team administration.
• Strong proficiency in Microsoft Office Suite (Word, Outlook, PowerPoint, Excel) – experience with PowerBi will be an advantage.
• Proven ability to manage large volumes of information and data from multiple sources with accuracy and attention to detail.
• Strong demonstrated communication and coordination skills, with the ability to work effectively with shift teams and managers, coordinate meetings and actions, and provide reliable day-to-day administrative support with experience handling confidential or sensitive information.

Responsibilities

• Maintain ICC shift rota to ensure 24/7 operational coverage.
• Oversee time and attendance processes for shift teams, ensuring accuracy of timecards, leave balances, cover arrangements and compliance with policy.
• Act as documentation controller for ICC and IOM document libraries, ensuring version control, accessibility and compliance with quality and audit requirements.
• Maintain and continuously improve structured repositories, SOP catalogues and operational reference materials.
• Support the development and delivery of ICC and IOM reporting, including preparation of weekly, monthly and ad-hoc reports.
• Maintain trackers and dashboards used by shift teams and management to monitor operational performance, incidents and KPIs.
• Coordinate inputs from shift teams and IOM functions for consolidated reports and operational reviews.
• Process payments, invoices and purchase-order-related activities for IOM and ICC, ensuring timely submission and alignment with financial controls.
• Provide general administrative coordination across the IOM and ICC functions, including scheduling, logistics, communications and support for meetings, workshops and training sessions.
• Provide administrative and coordination support to cross‑functional IOM initiatives such as telemetry optimisation, alarm lifecycle governance, incident management, Gold onboarding and SNOW/IT workflows.
• Assist with data collection, validation and organisation for projects and service improvement activities.
• Contribute to the development of improved workflows and system processes as IOM transitions to the ICC operating model.

Skills

Shift planning

Administrative support

Data analysis

Report creation

Communication

Education

Bachelor's degree in Business/Engineering/Related field

Tools

Power BI

Oracle

ServiceNow

Microsoft Excel

Job description

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland’s water services and meeting the needs of the communities we serve for generations to come.

The Role:

The Asset Operations function forms the cornerstone of service delivery to customers, protecting the environment and meeting regulatory standards as well as managing the majority of operational expenditure. The Asset Operations function has responsibility for operational and maintenance strategy, policies, planning and standard operating procedures for Water and Wastewater operations both nationally and regionally, ensuring that value for money and customer service is delivered.

Operational Control, is the way Uisce Éireann brings together people, processes, technology and data to manage water and wastewater services in a smarter and more coordinated way. It gives the organisation a single, unified view of what is happening across the network so decisions can be made faster, and problems can be solved before they escalated.

Within this, the Intelligent Control Centre (ICC) provides live, centralised monitoring and incident response, making sure issues are spotted quickly and dealt with consistently across the country.

As our systems mature and data quality improves, we are now preparing to move from the National Operations Management Centre (NOMC) model toward an Intelligent Control Centre (ICC). The ICC will build on the NOMC's foundations by adding enhanced analytics, predictive tools and deeper national oversight, helping us shift from reacting to issues to anticipating them. This evolution is an exciting step forward in how we manage our network and improve service reliability for customers.

The ICC Support Coordinator is a key supporting role that ensures the effective operation of the ICC shift function, provides administrative and analytical support across the broader IOM organisation, and contributes to the development of improved operational processes and reporting.

This role reflects the expanded and maturing remit of IOM as the organisation transitions towards a modern, data-enabled Integrated Control Centre model.

The ICC Support Coordinator reports to the ICC Operations Lead.

1. Shift Administration and Workforce Support

• Manage, maintain and update the ICC shift rota to ensure 24/7 operational coverage.
• Oversee time and attendance processes for shift teams, ensuring accuracy of timecards, leave balances, cover arrangements and compliance with Uisce Éireann policy.
• Support shift management during escalation events (e.g., cover arrangements, urgent rota changes).

2. Operational Governance and Documentation

• Act as documentation controller for ICC and IOM document libraries, ensuring version control, accessibility and compliance with quality and audit requirements.
• Maintain and continuously improve structured repositories, SOP catalogues and operational reference materials.

3. Reporting and Process Support

• Support the development and delivery of ICC and IOM reporting, including preparation of weekly, monthly and ad-hoc reports.
• Maintain trackers and dashboards used by shift teams and management to monitor operational performance, incidents and key KPIs.
• Coordinate inputs from shift teams and IOM functions for consolidated reports and operational reviews.

4. Financial and Administrative Coordination

• Process payments, invoices and purchase-order-related activities for IOM and ICC, ensuring timely submission and alignment with financial controls.
• Provide general administrative coordination across the IOM and ICC functions, including scheduling, logistics, communications and support for meetings, workshops and training sessions.

5. Support to Wider IOM Operations

• Provide administrative and coordination support to cross‑functional IOM initiatives such as telemetry optimisation, alarm lifecycle governance, incident management, Gold onboarding and SNOW/IT workflows.
• Assist with data collection, validation and organisation for projects and service improvement activities.
• Contribute to the development of improved workflows and system processes as IOM transitions to the ICC operating model.

General Duties and Responsibilities

• Communicate complex insights clearly to Managers, senior stakeholders and operational teams.
• Influence decision‑makers by presenting actionable intelligence in a concise and accessible format.
• Support cross‑functional workshops, incident debriefs and training sessions.
• Promote Uisce Éireann’s safety culture through proactive insight.
• Conducts duties and responsibilities in accordance with Uisce Éireann's Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information, and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation
• Undertake any additional duties as required to support managers across ICC and IOM in delivering operational effectiveness.

Minimum Requirements

• Minimum 2 year’s experience in a complex operational environment, supporting a 24/7 operation, with practical experience in shift-team planning and coordination, including managing shift rosters/rotas, leave and absence, staff availability, resource coverage and changes to planned arrangements.
• Strong administrative and financial coordination experience, including accurate record management and experience supporting activities such as purchase orders, invoices, expenditure tracking and general team administration.
• Strong proficiency in Microsoft Office Suite (Word, Outlook, PowerPoint, Excel) – experience with PowerBi will be an advantage.
• Proven ability to manage large volumes of information and data from multiple sources with accuracy and attention to detail.
• Strong demonstrated communication and coordination skills, with the ability to work effectively with shift teams and managers, coordinate meetings and actions, and provide reliable day-to-day administrative support with experience handling confidential or sensitive information.

Successful external candidates will be offered a salary within the advertised range based on an assessment of their relevant skills, qualifications, experience and readiness to undertake the responsibilities of the role.

Internal candidates will be considered in line with the application of Uisce Éireann's Pay Model and associated pay policies.

The salary range is designed to recognise that successful candidates may join the organisation at different stages in their career, while also providing scope for future salary progression as capability and experience develop.

Desirable

• Experience managing or administering shift rosters, time and attendance, or similar workforce systems.
• Familiarity with Oracle, Power BI,ServiceNow or other enterprise systems.
• Experience supporting utilities, regulated industries or public‑sector operations.
• Exposure to operational reporting, dashboarding tools or workflow‑management systems.

Key Competencies

• Planning and organising: Ability to prioritise workload, meet deadlines and manage competing demands.
• We aim high - attention to detail: High accuracy in document control, reporting and data administration.
• We work better together - teamwork and collaboration: Works effectively with shift teams, managers and multidisciplinary groups.
• Customer and service focus: Committed to enabling reliable, safe operational performance.
• Adaptability: Comfortable in a fast‑paced, evolving operational environment undergoing transformation

The closing date for receipt of applications for this vacancy is 30/10/26.

Please note that applications submitted after this closing date will not be accepted.

Uisce Éireann is an equal opportunities employer.

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.