National Grid Senior Service Delivery Analyst - Information Services in Hicksville, New York

_About the Position:_

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As a member of the US Business Direct Team, you will: contribute towards improving and optimizing Service Delivery within an assigned portfolio of applications in the Enterprise back-office application tower which is primarily comprised of SAP, HANA and Ancillary Systems.

Work closely with service partners, business, internal groups and all other stakeholders to ensure sustainable service delivery aligned with IS goals and objectives.

Drive continuous service improvement internally as well as with eco-system partners.

Instrumental in the identification and implementation of improvement opportunities (both process and technical) from risk registers, individual observations/analysis, customer feedback, supplier performance reports and output of incident/problem management processes.

Work closely with the service partners to manage Service Management process included but not limited to Incident Management, Problem Management, Change Management and Risk Management.

_Position Responsibilities (including but not limited to):_

The role will be responsible for a variety of tasks that will change from time to time, you will work under direction and other times expected to operate autonomously. Typical tasks will include:

  • Drive Continuous Service Improvement from both a technical and process perspective working closely with Service Owners and other stakeholders

  • Responsible for managing closure of SOX and other audit findings on the assigned portfolio of applications.

  • Oversee changes impacting services within the respective portfolio working closely Change Mgmt. team

  • Coordinate and validate availability metrics for portfolio services

  • Oversee Problem Management, ensure accurate root-cause analysis is performed, effective corrective actions are identified and completed by the eco-system partners

  • Identify technical, compliance, and architectural risks, corresponding mitigation and contingency measures and follow through to closure/acceptance

  • Provide support to other individuals groups within IS on various reporting and communications

  • Act as a functional liaison between the business and IS or eco-system partners

  • Participate in service reviews with eco-system partners and provide critical inputs towards achieving service excellence

  • Interact directly with Senior Service Delivery Managers, Customer Service Managers, IS eco-system partners, Business Relationship Managers and other senior managers within the business.

_Knowledge & Experience Required:_

  • Considerable exposure and understanding of SAP technical (HANA, Netweaver, Solution manager etc.) and functional (HRM, FICO etc.) areas.

  • Have fair understanding of SOX and other compliance controls as applicable to the portfolio of assigned applications.

  • A BS/BA college degree or higher in a technical discipline, or an equivalent combination of education, training and experience.

  • In depth knowledge of ITIL aligned Service Management principles and processes. ITIL V3 certification is preferred but not mandatory.

  • 8 years of experience in a Service Delivery/Management position within complex IS organizations, experience in Service Now is preferred but not mandatory.

  • 5 years of experience in planning, organizing and delivering impactful service improvements in complex technical environments involving multiple stakeholders.

  • Review and modification of technical documentation (including but not limited to technical, functional specifications, Configuration and Design documents)

  • Working understanding of analysis tools (Excel, Tableau,)

  • 5 years of experience in application support and maintenance.

  • Experience of working in a multi-vendor environment.

  • Broad knowledge of a variety of technologies to the point of being able to reasonably direct and/or challenge solutions/proposals from others.

  • Advanced interpersonal skills with demonstrable ability to build rapport and to articulate complex technical solutions in business terms.

  • Conveys confidence and professionalism, positively influencing and persuading others to take a specific course of action when there is no direct line of command or control.


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

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Job: *IS Service Delivery

Organization: *IS Service Delivery

Title: Senior Service Delivery Analyst - Information Services

Location: NY-Hicksville

Requisition ID: 20182110

Other Locations: MA-Waltham