Business Specialist, IT

About us

 

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid.  In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a Business Specialist, IT to support our Customer Connections group in Waltham, MA 
This is a Hybrid Role - Must live within a commutable distance 
 

Job Purpose

 

National Grid maintains a highly-customized, Salesforce-based web-portal, "ConnectNow", that is linked to a back-end workflow and data management system known as Gridforce. This position provides front-line User Support for Gridforce (and other related key IT systems that interface with Gridforce). The position will act as a primary point of contact for internal and customer users (particularly those submitting connection applications and performing engineering tasks) to translate user needs into actionable requests to enhance user experience and data accuracy.

This position will report to the Customer Connections Process & Systems team (within the Customer Organization), will work collaboratively with the Gridforce IT team, and will be expected to support all ConnectNow users from engineering and application processing teams (with the opportunity to expand support to additional users and/or systems based on personal development as National Grid continues to along its digital experience journey).
 

Key Accountabilities

 

• Enable operational safety, efficient engineering processes, and accurate system impact & planning study results by collaborating with engineers, data scientists, IT, and Architecture team members to maintain data integrity and alignment to/from other IT systems at National Grid to ensure that key records (e.g. National Grid Infrastructure, Customer DER Assets, and the DER Product Catalog) are accurately maintained and updated
• Project manage 1-2 major feature implementations each fiscal year including creating business process maps & defining and executing a communication and change management plan in alignment with stakeholder management best practices
• Act as the primary point of contact and setup regular stakeholder meetings with leaders and subject matter experts at National Grid to keep them informed of recent enhancements and gain feedback on upcoming roadmap plans that impact their teams
• Develop a detailed understanding of key business processes, customer needs, engineering standards, and utility regulations affecting the customer and business users of ConnectNow in order to help identify where potential enhancement requests may break fundamental aspects of the user experience and/or conflict with utility best practices or regulatory requirements
• Collaborate with business leaders, subject matter experts, customers, and other team members to identify potential enhancements to improve the user experience or data accuracy
• Provide feedback to business users about how potential process changes or improvements would impact or be impacted by ConnectNow functionality
• Provide front-line troubleshooting for user issues to determine if the root cause is the result of a defect, a user error, a business process gap, or another cause
• Submit bugs and user stories in JIRA to the ConnectNow product management team for prioritization
• Participate in strategic planning, backlog refinement, sprint planning, reviews, and user acceptance testing kickoff sessions on a regular schedule in alignment with the IT release schedule
• Communicate status changes of bug fixes and enhancement requests to business users
• Coordinate with subject matter experts from the supported team(s) to complete User Acceptance Testing (UAT) for user stories and defects that impact the team
• Other tasks and special projects as assigned
• Perform routine administrative tasks to ensure appropriate levels of user access and permissions, data integrity, and a positive user experience overall
• Develop and present seminar & training materials about how to use ConnectNow
• Assist other team members as needed with ad hoc process improvement, automation, and IT enhancement projects

 

Qualifications

 

Experience:

• Alternative 1: Master’s degree (received or expected within 6 months) with at least 1 year of professional work experience OR
• Alternative 2: Bachelor’s degree (received or expected within 6 months) with at least 1-3 years of professional work experience OR
• Alternative 3: At least 3+ years of relevant professional work experience