Senior Analyst, Customer Management and Engagement

natgridProd • City of Syracuse, NY

4d • Hybrid

About The Position

National Grid is hiring a Senior Analyst for our Asset Management and Engineering department in Syracuse, Albany, Buffalo or Utica, 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 Purpose
The Analyst, Third Party Licensing & Outdoor Lighting supports the execution of third‑party attachment licensing and outdoor lighting programs on Company‑owned assets. This role is responsible for application processing, stakeholder coordination, data integrity, reporting, and process improvement activities that ensure safe, compliant, and timely delivery of services for municipalities, telecommunications providers, and internal partners.
The Analyst serves as a key operational interface between external customers and internal teams, helping advance applications, resolve issues, and improve program performance while ensuring alignment with regulatory requirements and Company standards.

Requirements

• Bachelor’s degree in Engineering, Business, Public Administration, or a related field, or equivalent relevant work experience is required.
• 3-5 years of experience working in a regulated utility, infrastructure, municipal services, telecommunications, or asset‑based environment is required.
• Proven ability to manage multiple priorities in a high‑volume, deadline‑driven environment.
• Strong analytical, organizational, and written/verbal communication skills.

Nice To Haves

• Experience with third‑party attachments, outdoor lighting programs, or joint‑use environments preferred.
• Familiarity with regulatory compliance, data reporting, or process improvement initiatives preferred.
• Experience supporting audits, regulatory proceedings, or compliance reporting preferred.

Responsibilities

• Support the execution of Third‑Party Licensing and Outdoor Lighting programs, including application intake, review, licensing support, coordination with construction activities, activation, and post‑implementation activities, in accordance with Company standards and asset strategies.
• Establish and maintain effective working relationships with municipal customers, telecommunications providers, joint utility partners, and internal stakeholders, serving as an operational point of contact for assigned work and customer accounts.
• Coordinate investigation and resolution of customer inquiries, issues, and routine escalations by collaborating with internal partners, conducting analysis, and supporting timely and appropriate outcomes.
• Prepare and maintain accurate, timely reporting on application status, milestones, key performance indicators (KPIs), workload trends, budget impacts, and emerging risks to support program oversight and decision‑making.
• Apply applicable PSC orders, tariffs, FCC requirements, NESC standards, and Company policies to daily work activities; ensure documentation and records are complete, accurate, and maintained in support of audit and regulatory readiness.
• Identify and support the implementation of process, system, and reporting improvements that enhance operational efficiency, data quality, and customer experience across Third‑Party Licensing and Outdoor Lighting programs.
• Utilize and support technology platforms, tools, and systems used to manage Third‑Party Licensing and Outdoor Lighting activities; assist with development and maintenance of job aids, training materials, and process documentation.
• Support program initiatives related to street lighting asset sales, asset conversions, and grid modernization efforts, including Adaptive Scheduling for outdoor lighting customers, through analysis, coordination, and implementation support.

Benefits

• National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior