CNI Support Analyst

We have three exciting opportunities to join National Grid Electricity Distribution as a CNI Support Analyst. This includes two positions based at Avonbank, Bristol and one position based at Lamby Way, Cardiff.

As part of our IT & Digital Critical National Infrastructure (CNI) Support Team for South West & Wales, you'll play a vital role in supporting the critical systems that help keep electricity flowing to millions of customers every day. Reporting to the CNI Support Team Manager (South West & Wales), you'll work at the heart of our operational technology environment, ensuring key systems remain secure, available, and performing at their best.

You'll provide support across a range of business-critical platforms, including ADMS, PowerOn Mobile, HNV, TSDS, and iHost, helping to maintain and enhance the technology that underpins the operation of the electricity network. Working closely with operational, technical, and business teams, you'll troubleshoot issues, drive service improvements, and contribute to the ongoing reliability and resilience of our Critical National Infrastructure.

If you're passionate about technology, enjoy solving complex problems, and want to work in an environment where your contribution has a real impact on the communities we serve, we'd love to hear from you.

As a CNI Support Analyst, you'll play a key role in supporting the technologies that help keep the electricity network running safely, securely, and reliably. Working within a highly collaborative team, you'll combine technical expertise, problem-solving, and stakeholder engagement to support a range of critical operational systems.

Key responsibilities will include:

• Supporting ADMS and other Control Systems that are essential to the operation of the electricity network.
• Managing and maintaining critical system data, including network models, SCADA, asset information, customer data, user accounts, and system diagrams.
• Providing expert support and guidance to users, helping colleagues get the most from the systems they rely on every day.
• Delivering user training and assisting with the adoption of new functionality and enhancements.
• Developing automation requests to drive efficiency and improve operational performance.
• Supporting Control Room operations, including the pre-commissioning of new substations and RTU functionality.
• Investigating and resolving system issues, carrying out planned maintenance, and ensuring services remain resilient and available.
• Testing new and existing functionality to support continuous improvement and system reliability.
• Producing reports, data extracts, and insights that support operational and business decision-making.
• Supporting the delivery of projects associated with ADMS and its connected systems.
• Working closely with colleagues across the Control Centre, Dispatch, Contact Centre, and wider IT & Digital teams to deliver business-critical initiatives and improvements.
• Assisting the CNI Support Team Manager with the day-to-day operation of the team and providing specialist support where required.
• Ensuring all activities are carried out in line with company procedures, safety standards, and regulatory requirements.
• Maintaining accurate records and documentation to support performance monitoring, compliance, and service improvement.
• Providing timely support, data, and reporting to internal and external stakeholders.
• Developing knowledge across a broad range of CNI technologies, with the flexibility to support different systems and services as business needs evolve.
• Participating in an out-of-hours standby rota, helping to provide support for critical operational systems when it matters most.
• Working across company locations when required and contributing to a variety of technical and operational initiatives.

This is an opportunity to work at the forefront of Critical National Infrastructure, supporting technology that has a direct impact on millions of customers and playing a key role in the future of the UK's energy network.

We're looking for someone who enjoys solving problems, working collaboratively, and supporting technology that plays a vital role in keeping the electricity network running. Whether your background is in operational technology, IT support, control systems, or Critical National Infrastructure, you'll bring a proactive approach and a passion for delivering excellent service.

You'll be successful in this role if you have:

• Experience working with Control Systems, Operational Technology (OT), or Critical National Infrastructure (CNI) environments, with knowledge of systems such as ADMS highly desirable.
• A good understanding of SCADA, IT systems, data management, and user support activities.
• Strong troubleshooting and analytical skills, with the ability to investigate issues and identify effective solutions.
• Excellent communication skills, with the confidence to build relationships and communicate effectively with stakeholders at all levels.
• A customer-focused mindset and a genuine commitment to delivering a high-quality support service.
• The ability to work independently while also collaborating effectively as part of a wider team.
• Experience producing reports, documentation, and presenting information clearly to both technical and non-technical audiences.
• Strong organisational skills, with the ability to manage priorities and support multiple activities simultaneously.
• Knowledge of safety, quality, and compliance standards within a technical or operational environment.
• Proficiency in Microsoft Office applications, including Word and Excel.

It would be beneficial if you also have:

• Experience working within NGED, electricity distribution, utilities, or other critical infrastructure environments.
• Knowledge of SQL, shell scripting, or automation technologies.
• Experience supporting ADMS or similar operational systems.
• Project delivery or project support experience.

Most importantly, you'll be someone who thrives in a fast-paced environment, enjoys working with technology that makes a real-world impact, and is motivated by the opportunity to support systems that help power communities every day.