National Grid Analyst- Customer Engagement, Gas Business Enablement in Waltham, Massachusetts

_About the Position:_

The Gas Business Enablement project is a major long-term investment in our US gas business to enhance compliance, improve customer service, rate case strategy and performance. This newly created project will be a significant undertaking for the business as we standardize and simplify our operational processes, upgrade the technical systems they run on, build on our compliance programs in a rapidly changing external environment, develop and enhance how we use technology in the field and ensure we have the right talent and resource plans to successfully deliver to our customers. The Analyst, Work and Scheduling Management position is a highly role and will require a long-term commitment to the success of the Gas Enablement Team.

_Position Responsibilities (including but not limited to):_

The primary responsibility of the_Analyst, Customer Engagement_role is to assist in the development and delivery of standardized end-to-end processes and technologies to support the future business vision. This role will collaborate across all jurisdictions, other GBE work streams, and customer supporting stakeholder groups with specific focus on improving efficiency and leveraging best practices.

This individual will work very closely with the Performance Excellence Organization by leveraging the capabilities (i.e. personnel, methodology and tools) to identify opportunities for improvement in safety, operations, performance management, customer service and compliance. This role will assist a team of internal and external consultant partners aligned with the Customer processes. The successful candidate will assist and collaborate in the development and delivery of improved end to end processes, through an agile implementation while minimizing disturbance to the day to day business.

_Key Accountabilities, in the assistance role:_

  • Analyze, design, and deliver new business processes.

  • Work with the business and other stakeholders to identify and refine requirements.

  • Assist or manage requirements including data mapping activities and participate in transitioning the requirements and use cases to the business, and ensure a clear and complete understanding of the requirements.

  • Work with the internal team and consulting partners to define metrics and performance goals.

  • Assist in translating requirements and use cases into test conditions and expected results, performance, and user acceptance testing.

  • Participate in quality management reviews of the end to end process designs, and other requirements to ensure they fulfill the requirements of the Gas Business.

  • Serve as a liaison to the business community. Participate in demos and engagement activities. Ability to work with both union represented and management personnel to build engagement and design ease of use and sustainability into new processes and systems.

  • Serve as a resource for the change enablement team as they evaluate training and performance support needs and design the training and performance support products.

_Knowledge & Experience Required:_

  • Minimum of a Bachelor’s degree preferably in an engineering/analytical business discipline or demonstrated experience with a considerable breadth and depth across maintenance, customer service, asset management, capital delivery and emergency response, preferably in implementing large scale change in a customer focused organization.

  • 2 years’ experience working with customer teams or equivalent.

  • Experience with activities focused on delivering superior operational performance and continuous improvement.

  • Ability to work cooperatively across diverse teams with potentially conflicting goals and objectives.

  • Experience working on a broad team comprised of diverse expertise and skills

  • Knowledge of company policies, procedures, field operations, organization structure, budgetary process, regulatory processes and labor agreements- preferred.

  • Strong MS Office suite, project management software skills.

  • Experience working in an Agile development environment- preferred.

_Capability Requirements:_

  • Analytical Thinking: Sees multiple relationships with the project or program, identifying several likely causes or consequences of a situation to establish contingency plans.

  • Information Seeking: Establishes the facts by digging deeper, asking probing questions and challenging initial responses from different sources.

  • Impact and Influence: Adapts approach and considers what is important to the audience by tailoring message accordingly.

  • Leveraging Networks: Actively builds and maintains a network of relationships, both internal and external to the organization.

  • Teamwork and Collaboration: Possesses positive expectations for team members and expresses regard for them and encouragement.

  • Adaptability: Is receptive to change and is willing to change ideas or opinions based on new information, program variations and project scope changes.

This position has a career path which provides for promotional opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills.

The selected candidate will move laterally at their current band and market reference point and will not be eligible for a promotion at the time of accepting this position. This applies to candidates moving within the same career path (e.g., analyst, supervisor, engineer), or to a different career path (e.g., analyst to engineer, supervisor to analyst). The selected candidate will have an opportunity to be promoted within the career path during the annual salary planning process.

/National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team./

Job: *Gas Enablement

Organization: *Gas Enablement

Title: Analyst- Customer Engagement, Gas Business Enablement

Location: MA-Waltham

Requisition ID: 20180742