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National Grid Lead Analyst, Customer Connections - Utility Services Analysis & Support in Buffalo, New York

About us

National Grid is hiring a Lead Analyst, Customer Connections for our Customer Connections- Utility Services Analysis & Support department. This position can be considered in the following locations: Northboro MA, Waltham MA, Albany NY, Buffalo NY, or Syracuse, 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 Lead Analyst plays an important role within Electric Customer Connections by supporting the development of new and existing employees and maintaining critical departmental processes and procedures.

This role is responsible for providing Electric Connections representatives with the necessary knowledge and training to ensure they deliver exceptional customer service. In addition, this role will support Electric Customer Connections in identifying and assist in implementing continuous improvement opportunities to enhance the customer experience and operate most efficiently and effectively.

Key Accountabilities

  • Develop and maintain Electric Customer Connections processes and procedures

  • Develop and deliver process, procedure, and systems (STORMS, GIS SAP, CSS) training to new and existing employees

  • Support Electric Customer Connections in the planning and execution of project STREAM (Strategic Reimagining of Enterprise Asset Management Systems), which includes the replacement of the STORMS work management system

  • Assist Electric Connections Managers & Job Owners with day to day CIAC (Contribution in Aid of Construction) policy, process, procedure, and regulatory tariff inquires

  • Support Electric Connection Connections in NY and MA the certification process, controls testing and overall Company compliance initiatives

  • Provide guidance and lead implementation of new process improvement initiatives in Electric Customer Connections

  • Build positive relationships at all levels of the organization, including project teams and committees

  • Engage people and develop them through teamwork and a high level of participation

  • Support and actively participate in department and committee Performance HUBs

  • Monitor adherence to established departmental procedures

  • Maintain the Electric Customer Connections SharePoint Site


  • Bachelor's degree, or 5+ years of electric utility industry experience specifically in customer connections, customer support or training role

  • Experience in National Grid systems (CSS, GIS, SAP, STORMS)

  • Proficient in relevant software and tools including Microsoft Office suite (Excel, PowerPoint, Word, Outlook, Visio, and Sharepoint)

  • Strong communication skills, both oral and written.

  • Knowledge and understanding of National Grid’s regulatory tariffs and policies, specifically related to CIAC (Contribution in Aid of Construction)

  • Ability to think across different processes and provide innovative solutions.

More Information



MA Salary: $127,000 - $149,000 a year

Upstate NY Salary: $113,000 - $133,000 a year

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.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.  We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.  National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.