Analyst II, End User

The End User Analyst II is a member of the Southern Company Technology Organization (TO) and partners with Southern Company Services (SCS) and affiliated operating companies. This role works directly with business partners, technicians, and technical teams to document, prioritize, troubleshoot, and resolve escalated end‑user incidents and issues. The position also supports technology initiatives, projects, and implementation efforts within the team and across the technology organization.

Qualifications

• 4 – 6 years of experience in a technical support or service desk role

• A two-year degree in a technology-related field or equivalent military and/or work experience is required. A bachelor’s degree in computer science, Information Technology, Engineering, or a related technical field is preferred

Major Responsibilities

• Serve as an escalation point for issues that cannot be resolved by the Service Desk

• Partner with business units and TO teams to resolve incidents and problems

• Adhere to established service management processes and procedures

• Provide specialized, dedicated technical support to business partners as needed

• Proactively educate business partners on effective use of technology

• Evaluate, learn, and leverage new technologies to improve service delivery

• Build and maintain strong relationships with business partners while delivering exceptional customer service

• Collaborate with TO End User Analysts, Planning Analysts, Application Portfolio teams, and other TO groups to deliver consistent support

• Support storm‑related and critical 24/7 business operations, including after‑hours support as required

• Stay current on emerging hardware and software technologies

• Act as a Subject Matter Expert (SME) for supported tools and technologies

• Mentor and assist junior team members

• Utilize digital experience monitoring and analytics tools effectively

• Go beyond symptom resolution by performing root cause analysis on escalated and recurring issues and implementing corrective actions to reduce incident volume and improve the end‑user experience

• Utilize AI tools to support troubleshooting, participate in problem management, root cause analysis and trend analysis

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 supporting infrastructure

• Endpoint management experience (Intune, Group Policy, Windows Updates)

• Strong customer service skills with the ability to meet commitments and deadlines

• Experience providing remote desktop support

• Strong verbal and written communication skills

• Advanced troubleshooting, analytical, and problem‑solving skills

• Ability to coordinate work across multiple TO functions and share best practices across business units

• Working knowledge of the electric and gas utility industry is a plus

• Experience with automation and remediation, including:

  • PowerShell (basic to intermediate)

  • Scripted fixes for common issues

  • Automation of repetitive tasks

  • Tool‑based remediation

Behavioral Attributes

• Demonstrates behavior consistent with Southern’s Our Values: Safety First, Unquestionable Trust, Superior Performance, and Total Commitment

• Proactive, self‑directed, and highly motivated

• Strong organizational skills and customer service orientation

• Ability to provide clear and concise guidance to end users

• Ability to work effectively under pressure and manage multiple priorities

• Willingness to learn and share knowledge with others

• Ability to prioritize work and complete assignments with minimal direction

• Adheres to safe work practices

• Collaborates effectively with Deskside Technicians, Planning Analysts, Data and Voice teams, and other TO groups

About Southern Company

Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 17378

Job Category: Information Technology

Company: Southern Company Services

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