Senior Analyst, Technology Operations and Service
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About the Role
The Problem Management team is responsible for delivering robust and effective problem management across the National Grid IS Ecosystem resulting in the provision of stable and reliable IS Services to the National Grid business. The Senior Problem Manager will lead the analysis of incident records (P1 to P4) to identify trends and potential problems for root cause analysis to be progressed.
Responsibilities
* Lead the investigation of problems, via a root cause analysis (e.g. following Major Incidents) or through proactive trend analysis and monitoring.
* Ensure RCA corrective actions are implemented by working with other Service Management disciplines in IT Service Management and eco vendor partners.
* Provide notification of Problem records, workarounds and known error solutions.
* Ensure data within ServiceNow is complete and accurate and fit for business-led and process-compliance problem reporting.
* Take ownership of the Problem Management process under the direction of the Problem Management lead, ensuring continual service improvement can be tracked and reported against to show benefits derived from Problem Management capabilities.
* Ensure timely and appropriate communication with involved parties.
* Be the focal point for all problem management issues and provide relevant and useful management information.
* Work collaboratively with relevant parts of the business and share knowledge and best practices to optimise performance.
* Develop and use a range of performance measures to regularly monitor the effectiveness and efficiency of problem management.
Qualifications
* Bachelors Degree or equivalent experience.
* Typically 5 - 7 years of experience in position. Bachelors degree may be required.
* Maintains a high level of managerial knowledge and technical experience. Broad technical depth in multiple, related fields sufficient to lead programs or projects. Understands goals and sets priorities to reach them. Knowledgeable in business policies affecting the division/area.
* Ability to make difficult decisions in a timely manner while balancing internal client and external customer needs.
* Works without direction; can determine assignment objectives. Explains information to others to advise and negotiate at higher levels. Maintains external contacts and positively influences others.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Utilities
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Bristol, England, United Kingdom
1 week ago
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