Job Location: Syracuse, NY
About us
At National Grid, we keep the lights on and homes warm. But it’s so much more than that. We keep people connected and society moving. This is no easy feat, and it takes all of us. But National Grid supplies us with the environment to make it happen. As we generate momentum in the energy transition for all, we don’t plan on leaving any of our customers in the dark. But we aren’t looking for external recognition – we already what we do is vital. We’re building a clean, fair and affordable energy future.
Come be a part of driving National Grid’s digital transformation! We are digital creators, continuous learners and daring innovators. We leverage digital innovative ways to create products and catalyze the transformation of National Grid’s business units into more agile and digitally native organizations in our shared purpose of bringing energy to life. Come and join us in this incredible journey, we need you!
What you’ll do
As a Senior Analyst, you’ll lead delivery of service management through strategic partnership with suppliers in oder to produce value for internal customers and other stakeholders, while enforcing and governing the provisions of the application support and management services contract. Key responsibilities include the following:
- Provide in-depth knowledge of business priorities, goals and regulatory obligations and how IS can enable and impact success.
- Oversee the effective delivery of new and existing IS Service Level Agreements with our business areas. This includes the creation, monitoring and reporting of key business metrics to evaluate IS performance and improve service offering to our customers.
- Monitor the level of customer satisfaction, at regular intervals or after each significant delivery of product or service.
- Respond to customer’s queries and complaints and drives resolutions through an agreed organizational framework.
- Ensure that, when necessary, corrective action is taken by the IS organization and by the customer organization.
- Prepare/analyze data and information and recommend decisions based upon facts and the interests of our customers.
- Work with customers, IS service owners and suppliers to resolve issues, mitigate risks and realize business and IS opportunities.
- Represent customer interests at internal and external service review meetings, project boards and in the event of major IS incidents.
What you’ll need
- A Degree-level qualification in a relevant discipline (e.g. Computer Science, Information Technology or similar)
- 5+ years of experience in a service management role – planning, organizing and delivering impactful service improvements in complex technical environments
- ITSM Certification like ITIL v3 or V4 Foundation or higher
- Exceptional analytical and conceptual thinking skills
- Ability to multi-task and work under pressure
- 3+ years of experience in executive level (IT as well as business) communications and reporting
- Experience in defining and delivering product roadmaps and lifecycle management
- Experience of working in a multi-vendor outsourced environment and with remote offshore teams
- Knowledge of Mainframe z/OS, Wintel, DB2, Unix, architecture design, and resilience
It would be awesome if you had
- A Lean/Six Sigma knowledge / certification
- Project management certifications like PMP or Prince2
- The ability to influence stakeholders and work closely with them to determine acceptable solutions
- Broad technical experience and knowledge on various legacy and modern tools and technologies, to be able to hold ground, question and challenge other stakeholders, and provide high level inputs towards issue resolutions.
- Exposure and knowledge of compliance and controls frameworks like SOX, PCI and others.
- Knowledge of Digital Transformation and Agile
More Information
You believe you are the right fit for this exciting role? You want to learn more about the position and National Grid’s ambitious Digital Transformation? Then let’s chat!
Apply directly or reach out to me at cyril.lenoir@nationalgrid.com.
We encourage candidates to submit their applications as early as possible. National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.
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Salary
$84,000 – $119,000 a year
Please be advised that due to the nature of this position, incumbents are subject to federal Drug & Alcohol safety regulations governing US Department of Transportation (DOT) covered positions, including the Federal Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous Material Safety Administration (PHMSA). As such, the Company’s testing programs and policies regarding the use of federally prohibited drugs or alcohol, for recreational or medical purposes, will remain in effect for these safety-sensitive, DOT covered positions.
This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
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