Analyst II, End User

JOB TITLE: End User Analyst II

COMPANY: Southern Company TO / SCS

Location: Alabama Power Southeast Division | Eufaula, Alabama

Primary Area: Southeast Alabama service area (in and around Eufaula AL)

Job Summary

This position is for a Southern Company Technology Organization (TO) End User Analyst, II who will partner with Southern Company Services (SCS) and related operating companies to deliver advanced end-user technology support, technology consulting, and proactive solutions. Based in Eufaula, Alabama, the position has primary responsibility for providing advanced in-person support to business partners throughout Alabama Power’s Southeast Alabama service area, while also providing remote Enterprise Workplace Support across Southern Company. The analyst serves as a technical escalation resource and supports endpoint health, digital employee experience, automation, problem management, proactive remediation, user education, technology projects, and critical business operations.

Major Responsibilities

• Provide advanced in-person end-user technology support as the primary local support resource for Alabama Power’s Southeast Division across the Southeast Alabama service area in and around Eufaula.

• When local in-person support needs and assigned Southeast Alabama responsibilities allow, provide remote Enterprise Workplace Support across Southern Company, including advanced troubleshooting, incident escalation, endpoint health, proactive remediation, and other enterprise support activities.

• Provide device deployment, break-fix service, hardware repair, software troubleshooting, connectivity support, operating system support, and technology optimization.

• Support conference room technology, Microsoft Teams Rooms, audiovisual systems, collaboration tools, and business-critical meetings or events.

• Proactively assess business technology needs, recommend appropriate solutions, and identify automation or process-improvement opportunities.

• Use Copilot, Remedy Helix, Nexthink, endpoint analytics, automation tools, and other digital employee experience capabilities to identify, analyze, remediate, and prevent technology issues.

• Perform root cause analysis, trend analysis, problem management, and proactive remediation to reduce recurring incidents and improve service performance.

• Manage device lifecycle activities, including refresh planning, preventative maintenance, endpoint health monitoring, Windows deployment, software distribution, patch readiness, and device compliance support.

• Provide project planning, coordination, implementation support, hypercare, and local readiness support for technology deployments and enterprise initiatives.

• Build trusted relationships with business partners, executives, and their direct reports; provide specialized technical support and clear, practical guidance.

• Educate business partners on Southern Company standard products and services, technology best practices, Copilot and AI tools, and the effective use of workplace technology.

• Collaborate with EWS, WPS, Service Desk, Planning Analysts, Data and Voice teams, Application Portfolio teams, vendors, and other TO groups to promote consistent support and knowledge sharing.

• Create and maintain scripts, automation, documentation, knowledge articles, support playbooks, and repeatable remediation practices.

• Support storm-related activities, critical 24/7 business operations, and after-hours needs as required.

• Provide support for the Plant Farley Joint Information Center (JIC) during drills and events.

• Perform other related duties and assignments as needed.

Knowledge, Skills, and Abilities

• Advanced knowledge of end-user computing environments, including PC hardware, Windows 11, Microsoft 365, Outlook, Word, Excel, PowerPoint, Teams, SharePoint, Copilot, and related infrastructure.

• Experience with endpoint management technologies such as Microsoft Intune, Microsoft Endpoint Configuration Manager (MECM/SCCM), Group Policy, Windows Update, software distribution, operating system deployment, and device lifecycle management.

• Experience with digital employee experience and endpoint analytics platforms such as Nexthink, including endpoint telemetry, experience data, automation, and proactive remediation.

• Strong troubleshooting, analytical, and problem-solving skills, with the ability to diagnose complex issues and coordinate resolution across teams.

• Working knowledge of incident management, problem management, root cause analysis, service management, and continuous improvement practices.

• Experience supporting conference rooms, audiovisual systems, collaboration technologies, and workplace technology.

• Working knowledge of PowerShell, scripting, automation platforms, and tool-based remediation techniques.

• Ability to evaluate emerging technologies and apply them to improve support capabilities, employee experience, and business outcomes.

• Strong customer service, relationship-building, oral communication, and written communication skills across technical and non-technical audiences.

• Ability to manage multiple projects and tasks, meet commitments, prioritize work, and complete assignments with minimal supervision.

• Ability to learn the supported business, understand the local technical environment, and manage small local projects using proven technology practices.

• Ability to coordinate work across TO functions, share best practices, and promote consistent operations across business units.

• Proficient PC hardware repair skills and the ability to perform hands-on installation and cabling work.

• Working knowledge of the electric and natural gas utility industry and Southern Company is preferred.

Behavioral Attributes

• Demonstrates Southern Company values: Safety First, Unquestionable Trust, Superior Performance, and Total Commitment.

• Proactive, self-directed, highly motivated, accountable, and committed to operational excellence.

• Data-driven and continuous improvement focused, with the ability to anticipate issues and improve employee technology experience.

• Professional and discreet when supporting business partners, executives, and critical operations.

• Organized and adaptable, with the ability to perform effectively in high-pressure and rapidly changing situations.

• Collaborative and effective in a geographically dispersed team environment.

• Committed to learning, knowledge transfer, mentoring, and safe work practices.

Education and Experience

• A two-year degree in a technology-related field or equivalent military and/or relevant work experience is required.

• A bachelor's degree in computer science, Information Technology, Engineering, or a related technical field is preferred.

• A minimum of three years of relevant end-user, workplace, or technical support experience is required. Four or more years of experience supporting complex end-user environments is preferred.

Physical and Other Requirements

• Ability to travel throughout the assigned Southeast Alabama service area in and around Eufaula to provide in-person support at business locations.

• Duties may involve stooping, kneeling, crawling, and reaching to install or inspect computer equipment and cabling.

• Ability to lift and move computer equipment weighing up to 40 pounds.

• Ability to provide after-hours support for storms, major incidents, critical operations, drills, and business events as needed.

• Must be able to meet applicable North American Electric Reliability Corporation Critical Infrastructure Protection background screening and access requirements.