Senior Service Analyst

About us

At National Grid, we keep people connected and society moving. But it’s so much more than that. National Grid supplies us with the environment to make it happen. As we generate momentum in the energy transition for all, we don’t plan on leaving any of our customers in the dark. So, join us as a Senior Service Analyst and find your superpower. 

National Grid is hiring a Senior Service Analyst position.  This role operates under a hybrid working model and is based out of the Warwick, UK office. Hybrid work expectations are subject to business needs and company policy.

About The Role

The National Grid IT team is seeking an experienced Senior Service Analyst to own a set of applications (mixture of SAP and other applications).  Working closely with SAP Operations Manager to ensure the service is fit for purpose and to a high level. 

What You'll Do

• Monitor ticket queues and ensuring tickets are correctly routed.
• Monitor tickets throughout the incident or request lifecycle and intervening to avoid process or quality breaches.
• Analyse and verify ticket quality via random sampling and other means.
• Manage escalated incidents by analysing and addressing the cause of the process breakdown as well as confidently updating all parties and placating affected users.
• Support the implementation of change to deliver benefits to the end user via process and working practice improvements.
• Manages the overall incident management process and day-to-day operations with a wider analytical team as direct reports.

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About You

• Minimum of 5 years experience of working in an application management role, ideally including SAP.
• Experience managing onshore and offshore resources
• ITIL Foundation

What You'll Get

A competitive salary between £55,000 - £65,000 dependent on capability

As well as your base salary, you will receive a bonus based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.

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We value diversity and are committed to creating an inclusive workplace for all. We welcome applications from all suitably qualified candidates – we make appointments purely on merit, assessed against objective selection criteria. We support flexible working and will make reasonable adjustments throughout the recruitment process should you have any physical or mental impairment which may affect your ability to participate in the process.

Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points-based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points-based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin.