Senior Analyst, Business Systems & Technology Operations

National Grid Hicksville , NY 11801

Posted 2 weeks ago

About us

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

National Grid is hiring a Senior Analyst, Business Systems & Technology Operations for our Customer Organization in Hicksville, NY.

Job Purpose

National Grid has embarked on a comprehensive customer enablement program to fundamentally change how we interact, serve and communicate with our customers. This program consists of a series of customer driven process and technology projects whose goal is to enable new capabilities that will greatly improve National Grid's customer experience.

We are looking for a Senior Analyst who will utilize their skills to define and translate business processes and technical requirements into system designs. The candidate will specialize in system engagement, training and business prioritization. This individual will also develop and lead innovative solutions designs that drive efficiency through system solutions. This role will develop and implement plans to improve user engagement and to address user, process and system issues. The ideal candidate will be a self-starter with the communication skills to engage, educate, and promote adoption to new process and systems.

Key Accountabilities

  • Develop, document, deliver and support user training programs and tools for new and existing systems.

  • Work with business teams, define business requirements and translate to system design.

  • Responsible for user adoption and engagement of new features, processes, system and programs implemented by the Customer Transformation group.

  • Support the development, delivery and management of communications regarding trainings, enhancements and system information.

  • Creation, deployment and training for online job aids that are based on actual business scenarios.

  • Understand and utilize business requirements to review test plans and conduct testing with user communities that supports new processes and system enhancements.

  • Ensure acceptance and adoption by users for enhancements and system process changes.

  • Monitor internal Salesforce environment for errors and potential system issues to track and report to wider team.

  • Communicate issues to overall team for fixes to be developed and put into place. Delivery of backlog based on understanding user priorities.

  • Understand client pain points and define / deliver technology enhancements to streamline business processes.

  • Design process flows for new system or system changes that map to a user's/department's business function.

  • Monitor and review work undertaken by project team members in order to provide recommendations and feedback on the appropriate use of materials, tools, and equipment.


  • Bachelor's degree preferred in a business, communication, or IS related area and 5+ years of related experience. Advanced degree/credit is a plus.

  • Experience with JIRA and Agile methodology preferred, including backlogs, user stories and prioritization.

  • Knowledge of Change Management techniques related to Technology Adoption.

  • Strong skills in identifying operational issues and recommending solution strategies.

  • Ability to write and organize procedure manuals and supporting documentation for system training programs in accordance with organizational / departmental requirements.

  • Exceptional communication skills, both written and verbal with the ability to clearly articulate messages to a variety of audiences.

  • Problem solving and root cause identification skills.

  • Knowledge of relevant industry practice preferred.

  • Salesforce Sales Cloud and Communities experience required

  • Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint) and other database type products.

  • Familiarity with project management approaches, tools and phases of the project lifecycle.

More Information

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. Internal 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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Senior Analyst, Business Systems & Technology Operations

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