Service Operations Analyst

As the Service Operations Senior Analyst in our Global IT Service Delivery business unit, you will be accountable for the performance, effectiveness and timeliness of Sarbanes-Oxley Control execution, risk recognition, assessment, and mitigation for 3 major financial/work order management systems, as well as the champion of the National Grid New Joiner IT experience.

The continuous improvement of processes, and the authoring and maintenance of coinciding procedural documentation ensures the smooth operation of systems while maintaining security and audit compliance.

You'll be forming and maintaining positive working relationships with both internal and external stakeholders such as auditors at Deloitte and EY, application business and service owners, as well as Internal Audit, and our Risk Controls & Compliance team.

Another important function of the Service Operations Senior Analyst position is to provide advanced level assistance to our level one analysts in supporting SOX inquiries, user account management practices, and other troubleshooting relative to the financial/work order management systems you support. You'll receive escalations that need to be handled in a time-sensitive manner and determine a suitable resolution and provide, where applicable, updates that can be added to processes followed by our level one analysts. In cases where the tools or expertise aren't available to resolve a problem, you'll need to engage our application vendors as well as track and drive their progress.

Beyond risk assessment and mitigation, you'll be responsible for orchestrating live training sessions to welcome new National Grid employees, guiding them, step-by-step, through logging into their new devices and providing explanation and walk-through of proper methods for IT Support engagement. Part of the sessions will involve advanced problem solving and troubleshooting to ensure smooth device and application operation for their first day with the Company.

• Sarbanes-Oxley (SOX) control operation to ensure compliance with mandated practices set forth by federal law
• Data and evidence preparation/compilation for semi-annual SOX audits
• Risk recognition, assessment, and mitigation to preserve the integrity and smooth operation of systems while promoting business continuity
• Process improvement and maintenance
• Oversight and maintenance of user and system accounts; Maintain user account integrity by updating and aligning relevant roles, fields, and attributes to match needs of the business and to ensure a match with SAP master data; Inactivate unused accounts
• Timely preparation/compilation and submission of data and/or evidence as requested by audit groups or organizations
• Orchestrate new hire welcome sessions and provide advanced troubleshooting/support
• Collaborate with suppliers to address device deployment deficiencies and drive progress toward improved standards and deployment strategies
• Author and maintain procedural documentation
• Provide advanced level support to neighboring support groups such as the Global IT Service Desk for SOX and new hire related inquiries or requests
• Ensure that the IT delivery organization operates in a safe manner, with National Grid's safety culture embedded throughout, including third party consultants and subcontractors
• Maintain and improve a culture that ensures absolute affinity with National Grid's business and mission, excellence in service, and continuously drives to improve personal and organizational performance
• Accountability for Improving and controlling the customer's experience
• Ensure the focus is on driving the behavior to address, resolve and close tickets as fast as possible with quality service

• Bachelor's Degree or equivalent
• 5 years of experience in a similar role
• Experience with SQL Script language
• Strong working knowledge of Microsoft Excel and data analysis functions
• Ability to host meetings with a large number of participants to demonstrate processes and address inquiries
• Experience with multi-channel support services, ticket, chat and social media
• Experience in changing and developing a focused team into a proactive, measured, service culture with particular focus on performance management and optimization
• 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 in managing to be in full control of the customer's experience
• Experience with managing End User productivity
• Experience and knowledge with ServiceNow

Annual Salary

$89,000-$105,000