Senior Service Analyst, Gas IT Operations

National Grid • Brooklyn, NY

1d • 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. This role operates under a hybrid working model and is open to candidates based in either our Waltham/Northboro, MA office, Brooklyn, NY offices. Hybrid work expectations are subject to business needs and company policy.

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
• You must have the ability to work without a need for current or future visa sponsorship.

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

Benefits

• National Grid is committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans. Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed