Senior Analyst, Service Operations

National Grid   •  

Syracuse, NY

Industry: Energy & Utilities


5 - 7 years

Posted 38 days 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.

Job Purpose

As a Technical Process Improvement Analyst focused on Process improvement in our Global IT Service Delivery business unit, you will be responsible for documenting, driving and implementing technical improvement solutions for the Service Desk, the Field Force Help Desk and the entire end user community. This includes digging into ticket data to identify opportunity areas where technical changes can be made to reduce the number of incident tickets being created and improve end user productivity. The expectation is that the technical improvements implemented will improve the NPS score, enhance the end users' experience and improve productivity. Additional responsibilities include working closely with suppliers and key stakeholders on improving the customer's experience.

Our Customer Support services staffing is a mixture of outsourced and in-house, you will have to engage various parties and work with them to implement these technical enhancements. Responsible for establishing and maintaining process improvements, automation, self-service functionality, learning opportunities, eliminating waste, ticket avoidance / reduction / elimination and root cause analysis.

Key Accountabilities

  • Improving and controlling the customer's experience
  • Manage to be in full control of the customer's experience
  • Look at the top 10 issues that the service desk is getting form our users and categorize them for potential: Automation, Self-service & learning, identifying reparative issues, to go after the root cause
  • Start to identify and target improvements areas to go after: Root cause, Automation, Self-service, eliminating waste, Ticket avoidance, Ticket reduction, Low NPS categories and go after them, look at what causes the negative experience and work eliminating that risk
  • Ensure the focus is on driving the behavior to address, resolve and close tickets as fast as possible with quality service.
  • Develops models and plans for the implementation of the strategy, taking advantage of opportunities to improve business performance.
  • Conducts post implementation reviews of information and communications technology applications and products introduced in pursuit of the strategy, to assess the extent to which expected business benefits were realized.
  • Experience and knowledge with ServiceNow
  • Ensure that Service Desk services are continuously improving to meet the requirements of the National Grid business.
  • Benchmark, analyze, report on, and set improvement priorities for areas within the service portfolio.
  • Ensure IS delivery complies with all relevant laws, regulations and best practice.
  • Meet with suppliers and meet customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained.
  • Analytical ability to identify underlying trends from numerous sources.
  • Analyze, report on, and set improvement for the Service Desk
  • Collaborative team player and a strong influencer.
  • Remains up-to-date and knowledgeable with industry trends and emerging technologies in anticipation of new business processes and system alterations.


  • Bachelor's Degree or equivalent.
  • 5 years of experience at a similar level
  • Desirable: ITIL (Information Technology Infrastructure Library) and ServiceNow Certification
  • Strong track record of introducing best practices / ITIL methodologies.
  • Broad process and technical knowledge encompassing Process improvements, Automation, Self-Service, Ticket avoidance / reduction / elimination and Root cause analysis.
  • Experience with a Service Desk in an outsourced model
  • Experience in being in full control of the customer's experience
  • Experience in delivering services via global sourcing partners.
  • Experience with ServiceNow to simplify, optimize, and automate Service Management.
  • Experience within improving End User productivity.
  • Experience and knowledge with ServiceNow

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.