Real Time Operations Application Support Specialist

Jobtailor; Kentucky; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor in Kentucky seeks an experienced Service Owner/PM to coordinate IT operations for critical real-time systems and manage ServiceNow processes across incidents, changes, and releases. You will lead cross-functional teams with vendors, infrastructure, and cybersecurity to ensure service health and rapid resolution.

The role requires strong incident management, root cause analysis, and a proactive stance on continuous service improvement, including runbooks and dashboards for executive

Qualifications

• Bachelor’s degree in a related field or equivalent experience
• Senior level requires 2 years related experience with a Bachelor’s or 4 years with an Associate’s
• Relevant certifications such as A+, Network+, CCNA/CCNP/CCSP may substitute for experience
• Experience in ServiceNow Incident/Problem/Change/Release/Request Management
• Experience coordinating software releases, patch deployments, and DR testing
• Experience driving cross-functional issue resolution across vendors, infra, and stakeholders
• Experience supporting 24x7 environments (EMS, SCADA, ADMS, OMS, etc.)
• Familiar with ITIL service management and continuous service improvement

Responsibilities

• Coordinate operational support across EMS, SCADA, ADMS, Historian, and related Real-Time Systems applications
• Own ServiceNow incidents, problems, changes, service requests, and enhancement requests through resolution
• Lead daily issue triage among application support, infrastructure, cybersecurity, vendors, and stakeholders
• Manage vendor support relationships, tracking, escalations, SLAs, and resolutions
• Coordinate software releases, hotfixes, upgrades, failover testing, and maintenance
• Maintain release calendars, patch roadmaps, and lifecycle management plans
• Facilitate change management including planning, risk assessment, approvals, and reviews
• Track incident trends, problem management, vendor performance, and service health
• Coordinate root cause analysis after major incidents and implement corrective actions
• Partner with engineering on operational readiness for apps and infrastructure changes
• Develop runbooks, support procedures, and knowledge articles
• Monitor lifecycle events, vendor releases, and EOL dates
• Facilitate operational review meetings and report to leadership
• Coordinate maintenance windows and outage planning
• Drive continuous improvement in support processes and service quality
• Participate in major incident communications as coordination lead

Skills

ServiceNow

Vendor Management

Operational Readiness

Root Cause Analysis

ITIL Service Management

Education

Bachelor’s degree in related field

Associate’s degree with 2 years relevant experience

High school diploma/GED with 4+ years experience

Tools

EMS

SCADA

ADMS

Historian

Real-Time Systems

Job description

• Coordinate operational support across EMS, SCADA, ADMS, Historian, and related Real-Time Systems applications


• Own ServiceNow incidents, problems, changes, service requests, and enhancement requests through resolution


• Lead daily issue triage among application support, infrastructure, cybersecurity, vendors, and business stakeholders


• Manage vendor support relationships, ticket tracking, escalations, defect follow-up, SLA monitoring, and resolution accountability


• Coordinate software releases, hotfix deployments, platform upgrades, failover testing, and maintenance activities


• Maintain release calendars, patch roadmaps, upgrade schedules, and lifecycle management plans


• Facilitate change management, including implementation planning, risk assessments, communications, approvals, and post-implementation reviews


• Track and report incident trends, problem management, vendor performance, release readiness, backlog status, and service health


• Coordinate root cause analysis after major incidents and track corrective and preventive actions


• Partner with engineering teams on operational readiness for applications, enhancements, upgrades, and infrastructure changes


• Develop operational runbooks, support procedures, service documentation, knowledge articles, and platform ownership records


• Monitor lifecycle events, vendor releases, end-of-support dates, security advisories, and technology refresh needs


• Facilitate operational review meetings and report status to leadership, stakeholders, and support teams


• Coordinate maintenance windows, outage planning, and implementation schedules


• Drive continuous improvement in support processes, service quality, efficiency, and platform reliability


• Participate in major incident response as coordination lead for communication, tracking, and stakeholder engagement

Requirements

• 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


• Senior level: 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


• Professional certifications such as A+, Network+, CCNA, CCNP, Cyber Security+, Security+, and CCSP may substitute for a portion of required experience


• Experience serving as a Service Owner, Service Delivery Manager, Technical Program Manager, Business Systems Analyst, or similar operational role supporting enterprise applications


• Experience managing ServiceNow Incident, Problem, Change, Release, and Request Management processes


• Experience coordinating software releases, patch deployments, failover exercises, disaster recovery testing, and platform maintenance in production


• Ability to drive issue resolution and accountability across vendors, infrastructure, cybersecurity, and business stakeholders


• Experience supporting mission-critical or 24x7 environments such as EMS, SCADA, ADMS, OMS, ICCP, Historian, industrial control systems, or critical infrastructure applications


• Strong vendor management experience, including escalation management, SLA tracking, operational reviews, and delivery oversight


• Experience developing operational dashboards, KPI reporting, executive status updates, and service health metrics


• Familiarity with ITIL service management practices and continuous service improvement methodologies


• Experience leading root cause analysis efforts and driving corrective actions through completion


• Knowledge of utility operations, electric transmission, distribution systems, NERC CIP, or Operational Technology environments


• Overtime, on-call assignments, and occasional travel may be required

Core Competencies

Demonstrates expertise in managing ServiceNow processes, coordinating software releases, and driving operational readiness for critical infrastructure applications. Proficient in vendor management, incident resolution, and continuous service improvement methodologies.

Highest-signal resume keywords

• ServiceNow Incident Management


• Vendor Management


• Operational Readiness Coordination


• Root Cause Analysis


• ITIL Service Management

ATS Optimization Keywords

Hard Skills

• Software Release Coordination


• Patch Deployment


• Disaster Recovery Testing


• KPI Reporting


• Change Management


• Operational Dashboard Development


• Service Health Metrics


• Lifecycle Management


• Continuous Improvement


• Incident Trend Tracking

Soft Skills

• Communication


• Problem-Solving


• Leadership


• Collaboration


• Accountability

Certifications & Qualifications

• A+


• Network+


• CCNA


• CCNP


• Cyber Security+


• Security+


• CCSP

Industry Keywords

• Utility Operations


• Electric Transmission


• Distribution Systems


• NERC CIP


• Operational Technology

Tools & Technologies

• EMS


• SCADA


• ADMS


• Historian


• Real-Time Systems


• ServiceNow