Senior Service Analyst, Gas IT Operations

natgridProd•Webster, MA

2d•$114,000 - $143,000•Hybrid

About The Position

National Grid is seeking a Senior Service Analyst, Gas IT Operations, to support the day-to-day performance, reliability, and continuous improvement of technology services used by the US Gas business. This role will work closely with service owners, operations leads, support teams, delivery partners, business stakeholders, and technology users to monitor service health, coordinate issue resolution, support release and operational readiness activities, and help turn data and feedback into practical service improvements. The successful candidate will be a hands-on analyst who can organize information, follow through on actions, communicate clearly, and help ensure Gas IT services operate safely, consistently, and in line with business needs.

Requirements

2+ years of experience in IT operations, service delivery, application support, release/change coordination, or a related technology operations role
Strong analytical skills with the ability to summarize findings and recommend practical next steps
Ability to manage assigned work independently, prioritize competing tasks, follow through on commitments, and escalate risks or issues appropriately
Demonstrable critical and creative thinking
Data analytics experience
Strong service mindset / passion for improving things for end users

Nice To Haves

Experience supporting utility, field operations, critical infrastructure, or regulated technology environments
Familiarity with ITIL practices, Agile delivery methods, ServiceNow, Power BI, or similar operational reporting and workflow tools
Working knowledge of IT service management practices, including incident, problem, change, release, service request, and operational readiness processes
Experience supporting IT/OT, cybersecurity, network, application, or field technology services
Experience using AI, automation, or workflow tools to improve reporting efficiency, knowledge management, service operations, or user support
Energy/utility industry knowledge
Customer, employee, or field user experience focus
Continuous improvement or operational readiness experience
ITIL Foundation certification

Responsibilities

Support service-impacting communications by gathering accurate status, impact, risk, timing, and next-step updates for higher-priority incidents, planned maintenance, downtime, disaster recovery exercises, and related operational events
Maintain process documentation, service knowledge articles, and standard operating procedures as assigned
Support change management database (CMDB) and service inventory accuracy by maintaining application, ownership, support model, dependency, and operational contact information as assigned
Build trusted working relationships across Gas IT, business operations, and support partners through clear communication, reliable follow-through, and customer-focused service
Build working knowledge of the Gas IT service landscape, key applications, support partners, operating routines, and escalation paths
Support day-to-day service operations activities, including driving incident, problem, and service requests to closure, action tracking, operational reporting, and stakeholder updates
Review ticket trends, service metrics, release activity, and user feedback to understand current performance, recurring issues, and recommend informed solutions
Coordinate with support teams, delivery teams, and vendors to help resolve service issues, track commitments, and improve operational transparency
Prepare service health insights from metrics such as SLA performance, MTTR, ticket aging, incident volume, backlog, change readiness, and recurring issue trends, focusing on what insights the data indicates and what actions may be needed
Contribute to targeted service improvement activities, including root cause follow-up, process updates, release readiness and service transition support
Help improve the quality, reliability, and usability of operational data used to manage Gas IT services
Support a repeatable operating rhythm for service reviews, issue management, release readiness, and continuous improvement tracking