Senior Service Analyst, Gas IT Operations

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. To be successful, we’ll need to reduce the cost of energy delivery today and pioneer the clean energy solutions of tomorrow, keeping our customers at the core of everything we do.

Digital teams at National Grid work in partnership with our diverse group of energy businesses to deliver technology that improves how we operate. As we lead the charge toward a cleaner energy future, our digital teams are introducing best practices from across the technology industry to improve reliability, efficiency, security, and customer outcomes.

Our work is critical. National Grid moves energy to millions of homes and businesses in the US and UK, and the technology we use to complete that task is down to us. You will be an integral contributor to this mission, and we will support your professional development as part of our diverse, customer-centric, global team.

This role operates under a hybrid working model and is open to candidates based in either our Waltham/Northboro, MA office, Brooklyn, NY offices.  Hybrid work expectations are subject to business needs and company policy.

Job Purpose

National Grid is seeking a Senior Service Analyst, Gas IT Operations, to support the day-to-day performance, reliability, and continuous improvement of technology services used by the US Gas business.

This role will work closely with service owners, operations leads, support teams, delivery partners, business stakeholders, and technology users to monitor service health, coordinate issue resolution, support release and operational readiness activities, and help turn data and feedback into practical service improvements.

The successful candidate will be a hands-on analyst who can organize information, follow through on actions, communicate clearly, and help ensure Gas IT services operate safely, consistently, and in line with business needs.

Key Accountabilities

In your first 3 months you will:

• Build working knowledge of the Gas IT service landscape, key applications, support partners, operating routines, and escalation paths
• Support day-to-day service operations activities, including driving incident, problem, and service requests to closure, action tracking, operational reporting, and stakeholder updates
• Review ticket trends, service metrics, release activity, and user feedback to understand current performance, recurring issues, and recommend informed solutions

In your first 6 months you will:

• Coordinate with support teams, delivery teams, and vendors to help resolve service issues, track commitments, and improve operational transparency

• Prepare service health insights from metrics such as SLA performance, MTTR, ticket aging, incident volume, backlog, change readiness, and recurring issue trends, focusing on what insights the data indicates and what actions may be needed

• Contribute to targeted service improvement activities, including root cause follow-up, process updates, release readiness and service transition support

In your first year you will:

• Help improve the quality, reliability, and usability of operational data used to manage Gas IT services
• Support a repeatable operating rhythm for service reviews, issue management, release readiness, and continuous improvement tracking

Responsibilities include:

• Support service-impacting communications by gathering accurate status, impact, risk, timing, and next-step updates for higher-priority incidents, planned maintenance, downtime, disaster recovery exercises, and related operational events
• Maintain process documentation, service knowledge articles, and standard operating procedures as assigned
• Support change management database (CMDB) and service inventory accuracy by maintaining application, ownership, support model, dependency, and operational contact information as assigned
• Build trusted working relationships across Gas IT, business operations, and support partners through clear communication, reliable follow-through, and customer-focused service

Qualifications

• 2+ years of experience in IT operations, service delivery, application support, release/change coordination, or a related technology operations role
• Strong analytical skills with the ability to summarize findings and recommend practical next steps
• Ability to manage assigned work independently, prioritize competing tasks, follow through on commitments, and escalate risks or issues appropriately
• Demonstrable critical and creative thinking
• Data analytics experience
• Strong service mindset / passion for improving things for end users

Preferred:

• Experience supporting utility, field operations, critical infrastructure, or regulated technology environments
• Familiarity with ITIL practices, Agile delivery methods, ServiceNow, Power BI, or similar operational reporting and workflow tools
• Working knowledge of IT service management practices, including incident, problem, change, release, service request, and operational readiness processes
• Experience supporting IT/OT, cybersecurity, network, application, or field technology services
• Experience using AI, automation, or workflow tools to improve reporting efficiency, knowledge management, service operations, or user support

Additional valued experiences:

• Energy/utility industry knowledge
• Customer, employee, or field user experience focus
• Continuous improvement or operational readiness experience
• ITIL Foundation certification

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