Deployment & Release Management Coordinator- OT applications

American Electric Power Co.; Salem (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

American Electric Power Co. is seeking a Deployment & Release Management Coordinator for OT applications. You will serve as the Service Owner for RTOS, coordinating patching, releases, failover tests, and lifecycle activities across EMS/SCADA systems in multiple control centers.

You will maintain governance, support documentation, and platform ownership records, while driving continuous improvement in support processes and operational readiness for new applications and upgrades.

Qualifications

• Bachelor’s degree or equivalent with IT/OT background.
• Experience with ITSM processes and ServiceNow.
• Knowledge of release management and patching in production environments.

Responsibilities

• Coordinate patching, software releases, and maintenance activities across OT real-time systems.
• Own incidents, problems, changes, service requests, and enhancements in ServiceNow.
• Lead daily triage and coordinate across application support, infrastructure, cybersecurity, vendors, and stakeholders.
• Manage vendor support relationships, ticket tracking, escalation, and SLA monitoring.
• Coordinate software releases, hotfixes, platform upgrades, and lifecycle plans.
• Maintain release calendars, roadmaps, and upgrade schedules for supported platforms.
• Facilitate change management including risk assessments and post-implementation reviews.
• Track operational metrics and report service health indicators.
• Coordinate RCA activities after major incidents and ensure corrective actions are tracked.

Skills

ITSM knowledge

ServiceNow knowledge

Release management

Stakeholder management

Education

Bachelor’s degree in a related field

Associate’s degree in a related field +2 years experience

High school diploma/GED +4 years experience

Tools

ServiceNow

Job description

Deployment & Release Management Coordinator- OT applications

Location: 3 Locations

Job Summary

The Real Time Operations Applications Support Specialist establishes a foundational understanding of the technologies and processes essential for the development and support of Operational Technology (OT) real-time tools and systems. Responsibilities include providing 24/7 application support for Advanced Distribution Management Systems (ADMS), Energy Management Systems (EMS), and Supervisory Control & Data Acquisition (SCADA) systems, which support four Transmission and seven Distribution Control Centers across 11 states. Key responsibilities include coordinating patching, software releases, failover testing, maintenance activities, and application lifecycle initiatives supporting Real-Time Systems platforms. The role is responsible for driving operational readiness, managing vendor relationships, coordinating cross-functional support activities, and ensuring incidents, problems, changes, and enhancement requests are effectively tracked through resolution. Additionally, the position will maintain governance processes, support ServiceNow ITSM workflows, develop operational procedures and support documentation, and provide visibility into platform health, risks, and service performance. Success in this role requires strong organizational skills, stakeholder management, customer focus, adaptability, and a continuous improvement mindset to ensure reliable and efficient operation of business-critical real-time applications.

Job Description

What you’ll do:

Real-Time Applications Service Delivery Analyst / Service Owner

• Serve as the primary coordinator for operational support activities across EMS, SCADA, ADMS, Historian, and related Real-Time Systems applications.
• Own the lifecycle of ServiceNow incidents, problems, changes, service requests, and enhancement requests, ensuring timely assignment, prioritization, escalation, and resolution.
• Lead daily issue triage efforts and coordinate activities among application support teams, infrastructure teams, cybersecurity, vendors, and business stakeholders.
• Manage vendor support relationships, including ticket tracking, escalation management, defect follow-up, SLA monitoring, and resolution accountability.
• Coordinate software releases, hotfix deployments, platform upgrades, and maintenance activities across Real-Time Systems environments.
• Maintain application release calendars, patch roadmaps, upgrade schedules, and lifecycle management plans for supported platforms.
• Facilitate change management activities, including implementation planning, risk assessments, stakeholder communications, approvals, and post-implementation reviews.
• Track and report operational metrics, including incident trends, problem management activities, vendor performance, release readiness, backlog status, and service health indicators.
• Coordinate root cause analysis (RCA) activities following major incidents and ensure corrective and preventive actions are tracked through completion.
• Partner with technical engineering teams to ensure operational readiness for new applications, enhancements, upgrades, and infrastructure changes.
• Develop and maintain operational runbooks, support procedures, service documentation, knowledge articles, and platform ownership records.
• Monitor platform lifecycle events, vendor release notifications, end-of-support dates, security advisories, and technology refresh requirements.
• Facilitate recurring operational review meetings and provide status reporting to leadership, stakeholders, and support teams.
• Coordinate application maintenance windows, outage planning, and implementation schedules to minimize operational risk and business disruption.
• Drive continuous improvement initiatives focused on support processes, service quality, operational efficiency, and platform reliability.
• Participate in major incident response activities and serve as the coordination lead for communication, tracking, and stakeholder engagement.

What we’re looking for:

Note: This position is posted at multiple grade levels and offers a range of opportunities for advancement. The minimum qualifications outlined below apply to the Specialist level, with increased educational, skill or experience requirements for higher level roles.

Real Time Operations Applications Support Specialist SG7

Education & Experience

• Bachelor’s degree in a related field
• Or Associate’s degree in a related field with 2 years of relevant experience
• Or High school diploma/GED with 4 years of relevant experience

Related Fields for Education and Experience:

• IT/OT System Administration
• IT/OT Application Support
• Cyber Security
• ADMS/DMA/EMS/OMS/SCADA

Real Time Operations Applications Support Specialist Senior SG8

Education and Experience:

• Bachelor’s degree in a related field with 2 years of relevant experience
• Or Associate’s degree in a related field with 4 years of relevant experience
• Or High school diploma/GED with 6 years of relevant experience

Note: Professional certifications (such as A+, Network+, CCNA, CCNP, Cyber Security+, Security+, and CCSP) may be accepted as substitutes for a portion of the required experience.

In addition:

• ITSM/Release Management/ServiceNow knowledge
• Overtime, on-call assignments, and occasional travel may be required.

• Experience serving as a Service Owner, Service Delivery Manager, Technical Program Manager (TPM), Business Systems Analyst (BSA), or similar operational role supporting enterprise applications.
• Demonstrated success managing ServiceNow Incident, Problem, Change, Release, and Request Management processes.
• Experience coordinating software releases, patch deployments, failover exercises, disaster recovery testing, and platform maintenance activities in a production environment.
• Proven ability to drive issue resolution and accountability across multiple teams, including