Project Service Transition Analyst

Company: NATIONAL GRID CO USA (NE POWER)
Location: Syracuse
Posted on: January 16, 2022

Job Description:

About usNational Grid is hiring a Project Service Transition Analyst for our IT group in Waltham, MA. This role could also be based in Syracuse, NY.Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.
Job PurposeThe Service Transition Lead role is required to provide governance of transitioning multiple projects into production, ensuring that the requirements to support are commensurate with business requirements and priorities. This includes ensuring that the new and changed services have a fully developed end to end support structure, including Processes, SLAs, KPIs, Disaster Recovery and Business Continuity.Key Accountabilities

• Provide Service assurance and quality governance checks
• Ensure new and changed Services have end to end support structure, including Processes, SLAs, KPIs, resources, support models, DR, business continuity, knowledge transfer
• Ensure effective transition into production in compliance with the Service Transition Process for all new/changed services introduced via the IS Solution Delivery Framework
• Engage all relevant Service Delivery Stakeholders for each project
• Provide Service Transition deliverables, which are updated and maintained throughout the life of the project in preparation for handover to production
• Ensure appropriate resourcing, training, tooling, support and documentation is delivered to Service Delivery
• Ensure that any BAU documentation has been updated to reflect new/changed services
• Represent Service Delivery to define and implement service acceptance
• Ensure any new 3rd party contracts contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews
• Define and deliver end to end support model with all key stakeholders across multiple delivery organization
• Active involvement in Early Life Support activities and governance.
• Work in conjunction with Solution Delivery, Service Delivery and eco Partners.Supervisory/Interpersonal- Experience Required
  • Develops and maintains successful working relationships with stakeholders at all levels across National Grid IS and responsible business area.
  • Excellent interpersonal skills with the ability to analyze complex business problems, formulate & support delivery of appropriate solutions whilst maintaining customer satisfaction.
  • Ability to develop and maintain excellent working relationships with staff and managers at all levels across National Grid and partner organizations.Qualifications
    • Bachelor degree in Information Systems or other related field in a quantitative or analytical discipline or equivalent job experience.
    • 5+ years' experience that includes 2+ years' experience with reporting, metrics and KPIs
    • Comfortable working closely with project management teams, and experience with Agile development techniques including SAFe.
    • Knowledge of new and emerging technologies and industry best practice for Service Delivery within multiple programmes of work
    • Extensive experience with Microsoft Excel, PowerPoint, Tableau, PowerBI, Microsoft Database and Reporting Technologies (SSRS, SSIS, etc), SAP Business Objects.
    • Experience of ITIL Service Delivery and Service Management best practice with a minimum of ITIL Foundation certificate
    • Prince 2 or PMI certification will also be beneficial.More InformationThis 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. Internal 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.

Keywords: NATIONAL GRID CO USA (NE POWER), Syracuse , Project Service Transition Analyst, Professions , Syracuse, New York