About us
National Grid is seeking experienced Lead Analyst, Customer Enablement Products for our New York market. This position can be located in Brooklyn NY, Melville NY, Waltham MA, Syracuse NY, or Hicksville NY.
This role is within the Customer Enablement Products team in the US Customer Organization. The Customer Enablement Products Team's mission is to provide tools, content and education to our customers to enable them to make smart choices about their energy consumption. We engage our low to moderate income communities through various energy efficiency and bill credit programs.
We empower customers to learn about their energy usage through channels such as our sustainability hub, energy efficiency marketplace, social media platforms, customer facing website and email communications. We listen to the feedback we receive from our customers, and then make continuous improvements to our various billing programs, payment and saving options/programs, social and web interactions as well as marketplace/shopping opportunities. These tools ensure our customers can easily do business with us, feel heard, valued and save money.
Job Purpose
This position is responsible for supporting the overall operation of National Grid's Energy Affordability Program (EAP), Arrears Management Program (AMP) and Budget Billing Program in our Customer Service System (CSS). Demonstrated experience with any of the following is desirable: working knowledge of CSS database, including data within Credit and Collections, be able to read the CSS programming and explain in simple terms what CSS does with data, especially data involving Credit and Collections, be able to use CSS in inquiry to research and explain situations regarding individual accounts or groups of accounts, and be able to execute testing CSS and recreate situations as needed as part of an explanation of what production already does.
This individual will work with the business team to create process documentation of how the program works in the CSS system, identify gaps and issues in reporting and creating new ways of reporting to our regulators on program performance. They will also be responsible for enhancing current processes through automation and working through any technical issues that may arise in the customer system related to the programs or program reporting. This person will need to explain how CSS behaves under certain conditions, explaining complicated situations involving permutations of activity to a given account or group of accounts, to non-technical team.
Key Accountabilities
We need an enthusiastic individual to perform programming and database projects associated with the real-time operation of the National Grid's Energy Affordability Program, Arrears Management Program and Budget Billing Program in our Customer Service System (CSS).
- Work with non-technical business team to troubleshoot current issues
- Work with team document current system process flow of EAP and AMP programs (account lifecycle)
- Develop code for use in resolving issues in CSS
- Produce ad hoc reporting and query development
- Outlining business requirements and writing STS tickets for execution by internal and external IT departments
- Detailed document design of process flows and program architecture
- Systems testing and user acceptance testing of fixes
- Interfacing with IT and IT providers in implementing fixes, and confirming fixes are working in production
Qualifications
Proficient in:
- Customer Information Systems (CSS preferred and all functional area knowledge)
- SQL
- TSO
- COBOL
- JCL
- TRACEMASTER
- DEBUGGING
- CSS Test Regions and CSS Test Databases (PTST/PDAN/PROD, etc.)
- PAGECENTER
- Static Tables
- Collections SME
- Data Repairs
- Ad hoc Information Requests
- CN.PROD.ERRORS.ALL
- FCER
Salary
Downstate NY: $125,000 - $147,000 a year
MA: $116,000 - $137,000 a year
Upstate NY: $104,000 - $122,000 a year
This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
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.
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