Real Time Operations Application Support Specialist

American Electric Power

Real-time applications support specialist coordinating ServiceNow, vendor, and release operations. Supporting AEP’s mission-critical EMS, SCADA, and ADMS energy systems.

Posted 8/25/2026full-timeNew Albany • Ohio, Texas, Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $87,633 - $128,689 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

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 ManagementVendor ManagementOperational Readiness CoordinationRoot Cause AnalysisITIL Service Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software Release CoordinationPatch DeploymentDisaster Recovery TestingKPI ReportingChange ManagementOperational Dashboard DevelopmentService Health MetricsLifecycle ManagementContinuous ImprovementIncident Trend Tracking

Soft Skills

CommunicationProblem-SolvingLeadershipCollaborationAccountability

Tools & Technologies

EMSSCADAADMSHistorianReal-Time SystemsServiceNow

Certifications & Qualifications

A+Network+CCNACCNPCyber Security+Security+CCSP

Industry Keywords

Utility OperationsElectric TransmissionDistribution SystemsNERC CIPOperational Technology

Tech Stack

Tools & technologies

Cyber SecurityServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Comprehensive benefits package supporting employee well-being
Competitive compensation