Black Hills Corp- Community Affairs Program Manager (Fayetteville, AR)

Job Title: Community Affairs Program Manager  (30782)
Job Description:
Job Specifications
 

SALARY RANGE:    $69,800 – $90,740  (Base salary is determined by the knowledge, skills and abilities of the applicant.)

CLOSING DATE:    This position will close on March 29, 2017.

LOCATION:   Fayetteville, AR

PRIMARY FUNCTION:
Manage community affairs function for Black Hills Energy’s Arkansas operations to achieve successful results in meeting the company’s goals. Represent the utility before external stakeholders to build and maintain strong/collaborative relationships with communities and customers through strategic communication plans and tactics.

Lead a strategic approach through:

  • Creating an enhanced business environment through community relations strategies aligned with business objectives.
  • Development and implementation of community relations strategies, messaging and implementation priorities.Fostering trusted community stakeholder partnerships.
  • Leading consistent reputation and communications community engagement strategies.
  • Proactive media relations.

REPORTING RELATIONSHIP:    Manager, Community Affairs – East

ESSENTIAL JOB FUNCTIONS:

  • Community & Stakeholder Relations:  Develop and enhance effective communications channels and relationships with community, business, local and state governing agencies, civic and other leaders. This will assist the organization in positioning the company for opportunities, establish and enhance key community relationships and address key community issues effectively.
  • Franchise Negotiations:  Successfully renew franchise agreements through solid community relationships and proactive communications.
  • Communications Planning:  Create communication plans to facilitate understanding and dialogue with internal and external stakeholders.
  • Messaging:  Develop messaging that consistently enhances our brand and increases the knowledge base of our internal ambassadors (modify messaging as appropriate for specific initiatives).
  • Media Relations:  Develop and executive a proactive media relations strategy; build relationships with local media and respond to media inquiries appropriately.
  • Social Media Management:  Act as a strategist in collaboration with the Digital Media team to assist with social media content development.
  • Community Contributions:  Facilitate the state’s sponsorship, donation and volunteerism initiatives with a local steering team available to support and implement.
  • Community Engagement:  Oversee all community engagement initiatives, including, but not limited to, energy assistance programs, Energy-Saving Trees and weatherization.

ADDITIONAL RESPONSIBILITIES:

  • Represent Community Affairs and support communications and community relations as it relates to: Annual Community Newsletters, Community Events, Franchise Negotiations, Internal Communications, Advertising, Sponsorships/Donations and any other event in which Community Affairs plays an important role.

WORKING RELATIONSHIPS:

  • Arkansas Governmental & Community Affairs Manager.
  • VP of Operations for Black Hills Energy Arkansas Gas.
  • Arkansas Gas leadership team and other members of the Arkansas operations team.
  • Corporate functions that support Arkansas Gas and other parts of the business, including Governmental Affairs, Communications, Regulatory, Legal, Customer Service, Business Development and Human Resources.
  • Local elected officials and key community leaders.
  • Regional media.

EXPERIENCE:

  • Minimum of 5 years’ experience in the utility industry or a related field, i.e. communications, public administration, business administration and/or marketing.

EDUCATION:

  • Bachelor’s degree in relevant field preferred.

KNOWLEDGE:

  • Knowledge of communications, operations, franchise laws and regulatory and legislative processes is preferred.
  • Knowledge of public relations, media relations methods and strategies.
  • Working knowledge of Microsoft Office – Word, Outlook, Excel, PowerPoint.
  • Effective project management skills, including planning & organization.

SKILLS/ABILITY/OTHER CHARACTERISTICS:

  • Dedicated collaborator.
  • Drive for results.
  • Strong written and verbal communications and presentation skills.
  • Strong interpersonal skills.

PHYSICAL REQUIREMENTS:

  • You must be able to perform the requirements of this position, with or without a reasonable accommodation.

 

The information contained in this position description describes the general nature and level of work being performed in this job.  This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment.  Job descriptions may and do change periodically.  Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.
We are an EEO Employer

We offer an attractive salary based on qualifications with competitive benefits and a supportive professional work environment.

How to apply: Click here to apply

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Black Hills Corp- Customer Resolution Specialist (Rapid City, SD)

Job Title: Customer Resolution Specialist  (30783)
Job Description:
Job Specifications
 

PAY RANGE:   $19 – $26 per hour  (Base pay is determined by the knowledge, skills and abilities of the applicant.)

CLOSING DATE:  This position will close on March 29, 2017.

LOCATION:    Rapid City, SD

PRIMARY FUNCTION:
Work in a contact center environment, providing excellent customer service responses to all customer service representatives with tasks and activities directly related to the delivery of service to customers. This position serves as the first point of contact and subject matter expert on the contact center policies and procedures, Black Hills services, service plans and billing practices to ensure information communicated to the customer is accurate and complete.

REPORTING RELATIONSHIP:   Customer Contact Center Supervisor 

ESSENTIAL JOB FUNCTIONS:

  • Resolution of complex customer inquiries.
  • Leverage knowledge of systems and multiple sources of data to determine root cause of problems.
  • Provide support and communication to customer service representatives in effectively handling customer inquiries.
  • Assist in coaching and mentoring customer service representatives.
  • Meet call quality guidelines in addition to other key performance metrics and competencies.
  • Handle customer escalations with diplomacy and tact.
  • Provide phone follow up with customers regarding sales and service plans guidelines.
  • Research and analyze requests for service.
  • Work with field personnel to accurately and efficiently complete customer requests.
  • Work on specialized projects and assignments as needed.

ADDITIONAL RESPONSIBILITIES:

  • Provide routine reports to management team.
  • Perform a number of customer service representatives duties at times of overflow and peak call volumes.
  • Assist in communicating changes in processes and procedures to representatives.
  • Complete other daily, weekly and monthly duties as assigned.

WORKING RELATIONSHIPS:

  • Both internal and external customers
  • Field Personnel

EXPERIENCE:

  • 2-3 years of relevant work experience.
  • Utility industry experience a plus.
  • Familiarity with contact center quality assurance roles and responsibilities.

EDUCATION:

  • Associate degree or Bachelor’s degree is preferred.
  • May require specialized classes and training.

KNOWLEDGE:

  • Subject matter experts in various programs, systems or process beyond that of the required baseline knowledge of all Customer Care Representatives.
  • Scope or responsibility specific to multiple locations desired.

SKILLS/ABILITY/OTHER CHARACTERISTICS:

  • Excellent verbal and written skills.
  • Troubleshooting skills and ability to interpret data from multiple sources to determine root cause of problems.
  • Regularly use spreadsheets, database and word processing software, and periodically learn new programs.
  • Strong interpersonal skills and team orientation.
  • Ability to effectively present information one-on-one and in small group situations.

SPECIAL REQUIREMENTS:

  • Must be available to occasionally work non-traditional hours.
  • Position may involve travel (10%).
  • This position will perform safety-sensitive functions, and will therefore be placed in the Department of Transportation (“DOT”) Drug and Alcohol testing pool. As a result, the position will be subjected to random drug and alcohol testing.

PHYSICAL REQUIREMENTS:

  • You must be able to perform the requirements of this position, with or without a reasonable accommodation.

The information contained in this position description describes the general nature and level of work being performed in this job.  This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment.  Job descriptions may and do change periodically.  Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.
We are an EEO Employer

We offer an attractive salary based on qualifications with competitive benefits and a supportive professional work environment.

How to apply: Click here to apply


Black Hills Corp- Leak Technician (Monument, CO)

Job Title: Leak Technician  (30787)
Job Description:
Job Specifications
 

PAY RANGE:  44 $19 – $26 per hour  (Base pay is determined by the knowledge, skills and abilities of the applicant.)

CLOSING DATE:   This position will close on March 22, 2017.

LOCATION:   Monument, CO

PRIMARY FUNCTION:
Accountable for safety compliance, cost, quality and quantity for leak survey and general gas distribution/transmission system maintenance and operations work. Ensure compliance with PHMSA/KCC Pipeline Safety Regulations. Assist with regulatory audits (Internal and External).

REPORTING RELATIONSHIP:  Operations Supervisor

ESSENTIAL JOB FUNCTIONS:

  • Complete leak survey planning, implementation, and documentation on third party and internal pipeline systems.
  • Classify and repair above and below ground leaks. 
  • Responsible for general gas distribution/transmission operational compliance including valve maintenance, DRS inspections, CP readings/troubleshooting, odorization, equipment calibration, patrolling and other similar items on third party and internal pipeline systems.
  • Sizing, coordination, and replacement of gas meters and regulators.
  • Ensure records are created and maintained per regulations.
  • Participate in internal and external audits.

ADDITIONAL RESPONSIBILITIES:

  • Required to assist other departments as needed.
  • Scheduled on-call rotation.

WORKING RELATIONSHIPS:

  • Requires successful partnership with network/field services groups to meet standards and expectations.
  • Develop and maintain excellent relationships with third party customers.

EXPERIENCE:

  • Experience preferred.

EDUCATION:

  • High school diploma or equivalent.

KNOWLEDGE:

  • Comprehensive understanding of gas operating safety, and regulatory procedures preferred.
  • Working knowledge of KCC Pipeline Safety Regulations preferred.

SKILLS/ABILITY/OTHER CHARACTERISTICS:

  • Normally works independently where judgment and discretion are required on a regular basis.
  • Ability to prioritize a changing work schedule.
  • Ability to function independently with minimal supervision.
  • Ability to function in a team environment and lead as needed.
  • Excellent verbal and written communication skills.
  • Willingness to teach and train others.
  • Ability to remain calm and make effective decisions during emergency situations that may affect the safety of the general public, contactors and other employees.
  • Effective customer interaction and resolution skills.

CERTIFICATIONS/CREDENTIALS:

  • Must have and maintain a clean driving record.
  • Appropriate Operator Qualification certifications will be required upon hire. Certification occurs in-house.

SPECIAL REQUIREMENTS:

  • Periodic overnight travel may be required.
  • Ability to learn and follow company standards and procedures.
  • Must live within 20 miles of service center.

PHYSICAL REQUIREMENTS:
You must be able to perform the requirements of this position, with or without a reasonable accommodation.

  • Must be able to balance and climb a variety of terrain in all weather conditions, use ladders, steps, getting in and out of vehicle.
  • Ability to forward bend, sit, stand, stoop, kneel, squat, crouch to access tasks.
  • Ability to lift floor to waist, horizontal, overhead and waist to shoulder up to 25 lbs.
  • Ability to push/pull both horizontal and vertically up to 40 lbs.
  • Must have normal cervical range of motion to operate vehicles and ATV (where applicable).
  • Normal vision both near and far and including color vision required to identify signs of leaks, read color maps, wiring, and work with equipment required.
  • Normal sense of smell needed to identify leaks. 
  • Ability to navigate on all types of terrain, in all types of weather, up to 5 miles per day, while carrying 10 lbs. of equipment.
  • Respirator fit test required.


The information contained in this position description describes the general nature and level of work being performed in this job.  This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment.  Job descriptions may and do change periodically.  Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.

We are an EEO Employer

We offer an attractive salary based on qualifications with competitive benefits and a supportive professional work environment.

How to apply: Click here to apply


Black Hills Corp- Senior Financial Reporting Analyst (Rapid City, SD)

Job Title: Senior Financial Reporting Analyst  (30803)
Job Description:
Job Specifications
 

SALARY RANGE:   $58,650 – $76,200
(Base salary is determined by the knowledge, skills and abilities of the applicant.)

CLOSING DATE:    This position will close on March 29, 2017.

LOCATION:    Rapid City, SD

PRIMARY FUNCTION:
Directly support Financial Reporting function for NYSE traded enterprise.  Perform account analysis and assist with financial statement preparation and review, as well as accounting research and special projects.

REPORTING RELATIONSHIP:   Manager, Financial Reporting

ESSENTIAL JOB FUNCTIONS:

  • Assist with financial reporting functions as assigned including, but not limited to, management reporting, preparation of SEC financial statement filings including XBRL, preparation of subsidiary financial statements, preparation of FERC financial statements, Board of Director reports, investor relations presentations, and GAAP and SEC research.
  • Assist in the preparation, analysis and review of monthly and quarterly consolidated and subsidiary cash flow statements.
  • Analyze and interpret accounting information in order to report results in terms of profitability, variance to plan and other matters to management.  Correspond with other departments and subsidiaries as needed.
  • Obtain a strong understanding of all accounting systems, provide input for system enhancements, and provide as needed assistance for system upgrades/conversions.
  • Provide recommendations for improving efficiencies of close process.
  • Assist with the development, maintenance and application of internal controls.
  • Support internal and external audit relationships.
  • Prepare account analysis, reconciliation, financial ratios and operating statistics. 
  • Perform other duties as assigned.

ADDITIONAL RESPONSIBILITIES:

  • Support and assist Corporate Accounting and Financial Reporting Departments in order to meet deadlines and goals.
  • Assist management in improving the profitability of the Company.
  • Comply with and perform duties within company policies and procedures and in professional manner to facilitate the objectives and goals of the Company and the Department.
  • Coordinate special projects as assigned by Management.

WORKING RELATIONSHIPS:

  • Maintain professional working relationships with all employees, consultants, and external auditors.
  • Maintain strong working relationship with other members of Corporate Accounting and Financial Reporting staff.
  • Involvement may be necessary with all areas of the Company as needed for financial statement preparation, projects and research. 

EXPERIENCE:

  • Five years of financial and business experience required.
  • Prior SEC financial reporting experience preferred.
  • Three + years of public accounting experience preferred.
  • Prior internal audit experience a plus.
  • Prior experience in utility or energy related industry a plus.

EDUCATION:

  • Bachelor’s degree in Accounting or related field. 

KNOWLEDGE:

  • Broad understanding of accounting principles, theories, and practices of business units. 

SKILLS/ABILITY/OTHER CHARACTERISTICS:

  • Demonstrate ability to self-direct workload, prioritize projects and make judgmental decisions with little or no supervision. Must be able to work independently and as part of a team.
  • Strong attention to details, analytical skills, organization, and oral and written communication skills.
  • Computer skills including experience with Microsoft Excel, Word and PowerPoint.
  • Must be able to maintain confidentiality and exercise discretion with sensitive information.
  • Initiative/motivation – demonstrate enthusiasm on the job and a willingness to accept job responsibilities and assignments.
  • Strong interpersonal skills.

CERTIFICATIONS/CREDENTIALS:

  • CPA preferred.

PHYSICAL REQUIREMENTS:

  • You must be able to perform the requirements of this position, with or without a reasonable accommodation.

 

The information contained in this position description describes the general nature and level of work being performed in this job.  This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment.  Job descriptions may and do change periodically.  Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.
We are an EEO Employer

We offer an attractive salary based on qualifications with competitive benefits and a supportive professional work environment.

How to apply: Click here to apply


Black Hills Corp- Utility Specialist (Wichita, KS)

Job Title: Utility Specialist  (30714)
Job Description:
Job Specifications
 

PAY RANGE:    $17 – $25 per hour (DOQ)

CLOSING DATE:   This position will close on March 25, 2017.

LOCATION:   Wichita, KS

PRIMARY FUNCTION:
Accurately read and record gas meter readings following an established schedule.

REPORTING RELATIONSHIP:   Operations Supervisor, Field

ESSENTIAL JOB FUNCTIONS:

  • Report apparent irregularities in metering or in gas use.
  • Report gas leaks on service lines, broken meters and service seals which are observed in the course of work.
  • Promote safety in all phases of the operations.
  • Perform leak detection.
  • Promote the Company service plans.

ADDITIONAL RESPONSIBILITIES:

  • Provide requested after hours (on-call) services as required.
  • Provide operational support to install, remove and replace gas meters, complete meter routines and turn-on and shut-off activities as needed.
  • Contact customers concerning collection on delinquent accounts as needed.
  • Perform other assigned tasks as required.

WORKING RELATIONSHIPS:

  • Develop and maintain favorable public relations with the consumer and promote company image.

EXPERIENCE:

  • Previous meter reading experience is beneficial.

EDUCATION:

  • High school diploma or equivalent.

KNOWLEDGE:

  • Familiarity of Black Hills service territory and the surrounding area.

SKILLS/ABILITY/OTHER CHARACTERISTICS:

  • Ability to accurately read meters and enter reads on keyboard.
  • Good customer relation skills.
  • Ability to be flexible and work where needed.
  • Computer skills desirable.
  • Excellent team and interpersonal skills required.

SPECIAL REQUIREMENTS:

  • May receive company training in gas operations or appliance repair.
  • Valid driver’s license required.
  • Must live within 20 miles of the Wichita, KS service center.

PHYSICAL REQUIREMENTS:
You must be able to perform the requirements of this position, with or without a reasonable accommodation.

  • Can meet the physical demands of standing, walking, sitting, lifting, carrying, pushing, pulling, climbing, balancing, stooping, bending, kneeling, crouching, crawling, reaching, handling, feeling, talking, hearing, tasting/smelling, near and far acuity, depth perception, color vision and field of vision.
  • Lifting – Occasionally 35+ lbs.; Occasionally 40 lbs. and occasionally side lifting.
  • Lifting tools, equipment and appliances floor to waist, overhead, waist to shoulder and horizontal.
  • Prolonged loaded and unloaded forward flexion, extension, lateral flexion and rotation of the neck and spine are required.
  • Reaching – occasionally above and below shoulder height.
  • Ability to navigate uneven terrain, in all types of weather, to and from vehicle to site.
  • Must be adaptable to extreme temperature climates inside and outside.
  • Ability to manipulate and grasp hand tools while in a repetitive motion.
  • Ability to operate equipment.
  • Ability to be fitted for a use of respirator.
  • Walking in all terrains, in all types of weather up to 5 miles per day.


The information contained in this position description describes the general nature and level of work being performed in this job.  This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment.  Job descriptions may and do change periodically.  Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.

We are an EEO Employer.

We offer an attractive salary based on qualifications with competitive benefits and a supportive professional work environment.

How to apply: Click here to apply


Black Hills Corp- Field Exception Specialist (Fayetteville, AR)

Job Title: Field Exception Specialist  (30785)
Job Description:
Job Specifications
 

PAY RANGE:   $19 – $26 per hour (Base pay is determined by the knowledge, skills and abilities of the applicant.)

CLOSING DATE:  This postion will close on March 22, 2017.

LOCATION:  Fayetteville, AR

PRIMARY FUNCTION:
Responsible for monitoring, assigning, and dispatching, customer and company driven exception orders for gas utility, gas emergency, appliance repair, electric utility, electric emergency, locates, outages, and trouble emergencies during any regular or non-traditional work shifts.  Take unsupervised actions as necessary and contact management with irresolvable issues during work hours.

REPORTING RELATIONSHIP:    Supervisor, Field Resource Center

ESSENTIAL JOB FUNCTIONS:

  • Monitor gas, electric, and appliance orders that are dispatched by the Click system to ensure accuracy and efficiency.
  • Manage order exceptions in the Click System per business rules and procedures while minimizing system rule violations, etc.
  • Manage all emergency work within the Click System  including manual overrides.
  • Maintain written documentation on all Code 1, 2, and 10 calls, explosions and hit lines.
  • Manage and dispatch all work after hours.
  • Manage Jeopardy and Unscheduled Tasks and respond accordingly.
  • Assist field operations with schedule management during critical events.
  • Manage same day resource scheduling for non-availabilities such as: sick, emergencies, unpredicted situations or workload.
  • Proactively contact customers through various methods to communicate work delays and reschedule work.
  • Ensure all unscheduled tasks are completed or rescheduled by EOD.
  • Manage end-to-end manual processes during system(s) outages.   
  • Monitor weather impacts to the business.
  • Activate timely HVM and HVCA during large electric outages.
  • Resolve issues and complaints as they arise.
  • Manage performance: adherence to processes and procedures, customer commitments, work efficiency.
  • Report all systems issues immediately to help desk.
  • Monitor systems and report system improvements to your direct supervisor. 
  • Work closely with FSSD staff and field to ensure superior customer service.
  • Provide management with performance feedback and documentation when needed.
  • Work closely with teammates and support staff, as a team player, to ensure the organizational goals are met, as well as individual goals.
  • Maintain positive and productive working relationships with FSSD, Field Operations, Call Centers, and other departments at all times.
  • Support Field, as required, to meet business needs.
  • Act on behalf of the management team and contact the on duty manager when required.
  • Perform other duties as needed.
  • Flexible work schedule as required to staff center working various days/shifts to support a 24/7/365 environment.
  • Available for On Call duty a week at a time on a scheduled rotation or emergency situations is required.
  • Participate in special projects, initiatives and teams as needed. 

WORKING RELATIONSHIPS:

  • State Field Operations
  • Field Service Support Department
  • Customer Resolution Center Staff
  • Field Resource Center Staff

EXPERIENCE:

  • Minimum two (2) years dispatching experience preferred.
  • Minimum two (2) years of experience in a customer service position.
  • Experience in the gas or electric utility industry preferred.

EDUCATION:

  • High school diploma or equivalent.

KNOWLEDGE:

  • Knowledge of electric and/or gas distribution processes preferred.
  • Knowledge of intricacies of service orders and emergency orders preferred.
  • Broad understanding of company operations.
  • Utility industry knowledge, knowledge of state tariffs, PUC and Commission Rules beneficial.
  • Business process improvement experience desired.
  • Excellent communication skills.

SKILLS/ABILITY/OTHER CHARACTERISTICS:

  • Prior customer service, dispatch and/or field operations experience.
  • Strong team player.
  • Detail oriented with strong organizational skills.
  • Demonstrated excellent interpersonal and team skills.
  • Ability to communicate accurately and succinctly.
  • Ability to be effective in a fast-paced environment.
  • Problem solving skills.
  • Work independently with minimal supervision.
  • Work in an internal team and a virtual team environment that shares common goals and daily expectations.
  • Able to navigate multiple computer systems, screens and communication channels concurrently in a fast-paced environment.
  • Proficient computer skills.
  • Ability to participate in cross-functional teams.
  • Able to balance effective process compliance with business and customer sensitivity.
  • Excellent business judgment and acumen.

PHYSICAL REQUIREMENTS:

  • You must be able to perform the requirements of this position, with or without a reasonable accommodation.


The information contained in this position description describes the general nature and level of work being performed in this job.  This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment.  Job descriptions may and do change periodically.  Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.

We are an EEO Employer

We offer an attractive salary based on qualifications with competitive benefits and a supportive professional work environment.

How to apply: Click here to apply 


IBM- “New Collar Jobs” (National)

NEW YORK (AP) — IBM plans to hire 2,000 U.S. veterans over the next four years as part of a broader expansion plan.

The company said in December that it hopes to hire 25,000 people over the next four years, partly for what it calls “new collar jobs” where a four-year degree isn’t necessarily required.

IBM, based in Armonk, New York, has also expanded a program to train vets in software used in the defense and law enforcement industries.

“The men and women who have served in our country’s armed forces have unique talents and skill sets that make them a natural fit for some of the technology industry’s most exciting fields,” said Diane Gherson, IBM’s senior vice president of human resources.