Lead Analyst, Customer Meter Services - National Grid

National Grid is hiring a Lead Analyst for our Customer Meter Services Departmentin Syracuse, NY or Buffalo, NY.

Every day we deliver safe and secure 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.

This role is in support of the implementation of an Advanced Metering Infrastructure in Upstate NY. AMI requires an integrated two-way communication system between the customer meter and the utility. The AMI solution consists of three primary components:
Edge - Assets at the supply (utility) or demand (customer) side of the meter. For AMI this is the "meter".
Field Area Network (FAN) - Assets enabling the two-way exchange of data and commands between the assets at the edge and the back-office data collection and management systems
Backhaul - Infrastructure connecting the field area network assets to the back-office data collection & mgmt. systems (e.g., wireless communications, data storage).

As Lead Analyst, you will work with the Special Operations Field Supervisors, the Meter Field Deployment team and Utility Partners of America (contractor) to:
Coordinate field technician resource needs within the team to assure capacity can meet the plan for AMI Meter and Module installs
Work with the Work Order Management system (WOMS) Ensight+ to assign work to available resources as coordinated with the Supervisors
Assist in the evaluation and disposition of Utility Intervention Required (UIR) and Return to Utility (RTU) orders - requiring coordination with external contractor as well as Ensight+
Work with other functional teams within National Grid such as Account Maintenance, Contact Center, Dispatch, Meter and Field Deployment (MFD), and IT for successful coordination of AMI Meter and Module field installs

Work with the business and other stakeholders to assess current capabilities and identify high-level customer requirements.
Set up and maintain requirements.
Serve as a liaison to the business community. Participate in a user and task analysis to maintain the business community's perspective. Ability to work with both union represented and management personnel to build engagement and design ease of use and sustainability into new processes and systems.
Serve as a resource for the change management team as they evaluate training and performance support needs and design the training and performance support products.
Work with the internal team and consulting partners to define metrics and performance goals.
Drive means for tracking the performance of contracted vendors pertaining to: implementation plan to actual tracking, compliance to process standards, Safety performance, quality order completions, etc
Participate in transitioning the requirements and use cases to the business and ensure a clear and complete understanding of the requirements.
Actively participate and lead discussions and activities during process workshops and meetings
Participate and lead in discussions pertaining to the execution of the AMI Implementation plan. This will include also monitoring the progress against plan and reporting to management
Design, develop and report value tracking mechanisms to allow business leaders to understand ongoing process value realization
Design and implement change management and communications plans that ensure process acceptance and adoption within the Customer Meter Services operations team
Participate and perform mapping exercises to identify as-is and to-be process flows impacted by the AMI implementation
Design and support implementation of user training activities
Assist in the production of presentation materials for digital board meeting

Analytical Thinking: Sees multiple relationships with the project or program, identifying several likely causes or consequences of a situation to establish contingency plans.
Information Seeking: Establishes the facts by digging deeper, asking probing questions and challenging initial responses from different sources.
Impact and Influence: Adapts approach and considers what is important to the audience by tailoring message accordingly.
Leveraging Networks: Actively builds and maintains a network of relationships, both internal and external to the organization.
Teamwork and Collaboration: Possesses positive expectations for team members and expresses regard for them and encouragement.
Adaptability: Is receptive to change and is willing to change ideas or opinions based on new information, program variations and project scope changes.
Knowledge and experience in project management fundamentals; demonstrated ability to lead a team through to the implementation of a solution required
Experience working on digital product teams is preferred
Lean/Six Sigma certifications, or similar experience/knowledge of standard process tools and techniques preferred
Knowledge of the CMS Electric Operations preferred
Record of driving change within an organization required
A Bachelor's degree is required
5+ years of relevant business experience required