Senior Analyst, Technology Operations and Service

About the role

This role supports supervisors, field workers, and business partners by coordinating training, onboarding, mobile devices, applications, equipment, fleet, vendor, accounting, and compliance activities while ensuring work is documented and delivered within agreed timelines, schedules, quality expectations, and safety standards.

Responsibilities

• Provide support for supervisors, field workers, and other staff members.
  • Ensure they are well-equipped to utilize required systems, tools, training, equipment, and processes effectively.
• Coordinate onboarding activities and provide support to new and existing employees through field-facing guidance, training support, and timely follow-up.
  • Develop and maintain training guides for business applications and field processes, including Keolis, DOT Beacon Insight & Supervision & Supervision, Learning Link, ARCOS, Rollcall, mobile applications, and other operational tools.
  • Support training coordination and compliance activities, including Keolis training, AET training, ART training compliance, progression test scheduling/reporting, Learning Link tickets, overdue training follow-up, class registration, and payment support.
  • Participate in focus groups, training sessions, and user acceptance testing; provide time-sensitive communication and operational feedback on behalf of Field Operations for applications such as ARCOS and ARIBA.
• Provide personal IT and mobile device support for OHL and O&M departments, including laptops, iPads, iPhones, OT PAW devices, mobile deployments, application access, and device training.
  • Provide ARCOS and Rollcall support, including reports, logins, training clearances, and issue resolution.
• Prepare AVLS equipment outage reports, track vehicles requiring Code Blue or AVLS attention, coordinate local Code Blue testing, and follow up on related tickets.
  • Provide support and training for applications such as Cascade, Tap Talk, Aspen, Doble Database/DTA Web, EMS/ADMS, Horizon, Samsara, TOMS Maintenance System, SmartApp, and SAP.
• Work with supervisors to make sure vehicles/equipment are being charged appropriately to improve on fleet utilization.
  • Identify and resolve accounting discrepancies, provide quality assurance follow-up, and train crews on accurate accounting charges.
• Actively coordinate and support operations meetings, staff meetings, safety meetings, specialized trainings, EOP rollouts, double pole form sign-offs, material/stock room support, and other field operations needs as assigned.

Requirements

• 1-3 years working experience within IT, utility operations, operations coordination, training coordination, field operations, or a related field required.
• Strong technical background in IT support, mobile device support, application support, training, and field-facing user assistance.
• Knowledge of National Grid business operations, company policies, safety standards, and operational practices preferred.
• Proficient in Microsoft Office products, including Excel, Word, and PowerPoint; experience with SAP, SmartApp, Learning Link, ARCOS, Rollcall, and mobile applications preferred.
• Experience with one or more operational applications preferred, including Cascade, Tap Talk, Aspen, Doble Database/DTA Web, EMS/ADMS, Horizon, Samsara, TOMS Maintenance System, Beacon Insight & Supervision, and related systems.
• Ability to work independently and collaboratively in a fast-paced environment; strong attention to detail, follow-through, documentation, reporting, communication, and customer service skills required.
• Valid driver's license with a safe driving history that meets National Grid's Safe Driver policy required.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Experience: 1-3 years working experience within IT, utility operations, operations coordination, training coordination, field operations, or a related field required.
• Technical Skills: Proficient in Microsoft Office products, including Excel, Word, and PowerPoint; experience with SAP, SmartApp, Learning Link, ARCOS, Rollcall, and mobile applications preferred.
• Operational Applications: Experience with one or more operational applications preferred, including Cascade, Tap Talk, Aspen, Doble Database/DTA Web, EMS/ADMS, Horizon, Samsara, TOMS Maintenance System, Beacon Insight & Supervision, and related systems.
• Soft Skills: Ability to work independently and collaboratively in a fast-paced environment; strong attention to detail, follow-through, documentation, reporting, communication, and customer service skills required.
• Physical Requirements: Valid driver's license with a safe driving history that meets National Grid's Safe Driver policy required.

Benefits

National Grid offers competitive benefits including health insurance, retirement plans, paid time off, and more. Details can be found in the employee handbook.

Pay

$114,000 - $134,000 a year

Schedule

Full-time, Monday through Friday, with some evening and weekend work as needed.