Front Office Analyst, Business Support

National Grid • Syracuse, NY 13201

Posted 2 weeks ago

Job Description

About the Position:

This role will support the Work Management and Scheduling suite of applications at National Grid to ensure the overall provisions of services required by customer groups in the business are performed. This role will deliver day to day business user support via help desk functionality, application configuration and access request processing while working towards becoming a subject matter expert for supported applications.

This position will work with key business users in the provisions of services; analyze data and activities to provide relevant and up to date information to support decision-making and the effective working of National Grid.

Position Responsibilities (including but not limited to):

* Provide business driven user support to ensure the timely response to business questions and issues to foster a productive environment and application knowledge, i.e. help desk Tier 2 & 3 phone support, application configuration, and application access request processing to ensure compliance and controls.

* Analyze National Grid business processes related to the use of systems and identify/implement opportunities for change to maximize efficiency and value of the system to the users.

* Develop test plans and documentation for application upgrades and other changes and perform user acceptance testing to ensure changes are effectively tested meeting business requirements to mitigate risk.

* Collaborate with technical groups to investigate and resolve issues.

Knowledge & Experience Required:

* A Bachelor's degree in Accounting, Business, Information Systems, Engineering or other technical or related fields and 2 years of related experience, or equivalent work experience.

* Experience working in a help desk environment.

* Proficient with computer applications including demonstrated skills in spreadsheets, databases and query tools.

* Strong written and oral communication skills, able to articulate information to technical teams and business key stakeholders.

* Knowledge of National Grid's Work Management (STORMS, Maximo) and Work Scheduling (iScheduler) applications preferred.

This position is one of National Grid's career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.

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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