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National Grid Sr Analyst in Syracuse, New York

About us

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a Senior Analyst for our Syracuse, NY or Waltham, MA office.

This is a Hybrid Role (2 days in office) - Must live within a commutable distance to the Syracuse or Waltham location.

Job Purpose

Support and deliver operational and mandated requirements related to National Grid’s utility billing systems. Tasks include interpreting regulatory documentation to write requirements for proposed changes to the billing systems, testing, executing SOX controls and documenting SOX controls, creating and/or updating processes and procedures, and analyzing system issues for a solution.

Key Accountabilities

  • Prepare process workflows to show an account’s lifecycle on a program. Interview end users and IT resources to develop the process flows. Create controls on the process and report on metrics.

  • Track and monitor accounts for billing. Analyze and resolve accounts that do not bill and escalate those that cannot be resolved.

  • Identify underlying code issues and work with IT to implement code fixes. Write reports tracking the billing percentages and resolution time.

  • Analyze and track end-user reported issues. Identify root cause and communicate resolutions to end-users.

  • Update processes or training to prevent user issues in the future, or document needed system fixes for IT.

  • Report on metrics.

  • Become a liaison between the NG end-users, IT, and the external customers.

  • Handle customer escalation issues.

  • Create business requirement documents to implement price changes new rate structures into the billing system, based on review of regulatory orders and end user interviews.

  • Create test conditions to ensure business requirements are met by the updated billing system.

  • Execute the test conditions and report on metrics.

  • Execute test plans in a test environment to ensure the solution meets the requirements. Report on status. Document and track defects.

  • Create an implementation plan to deploy new IT solutions to the billing systems, identifying impacted business units, process flows, and required training.

  • Create queries on a relational database to satisfy business reporting requests or identify accounts with specific conditions.

  • Keep up-to-date with market / regulatory developments for utilities in order to ensure the optimization of best practice for National Grid.

  • Challenge existing ways of working and continuously seek ways to do things better in order to drive greater efficiencies within assigned area.


  • Employees are expected to have the knowledge & experience listed below.

  • A Bachelor's degree in a business, systems, or financial area; or 3 years of equivalent work experience

  • Knowledge and experience with an account-based billing systems, especially a utility billing system, preferred but not required.

  • Able to manage one’s own work, especially when having multiple tasks and duties.

  • Utility industry experience is preferred, but not required.

  • Knowledge of National Grid's business operations, company policies, and business systems preferred, but not required.

  • Proficient in Microsoft Office products (Excel, Word, PowerPoint, Access).

  • Proficient in relational database querying techniques (SQL) desirable.

  • Interpersonal- Experience Required

  • Act as mentor and reviewer to both team members and those external to the team to transfer knowledge around the business.

  • Good verbal/written communication skills.

  • Effective collaboration and partnership capabilities.

  • Working as part of a team but able to work on own initiative as required.

Capability Requirements:

  • Analytical Thinking: Analyzes and interprets operational procedures, activities, and pertinent business documents toward logical conclusions and expected outcomes (identifying several likely causes or consequences of a situation)

  • Impact and Influence: Uses direct persuasion to influence others, using basic data, logic, or a solid business case

  • Customer Orientation: Takes personal responsibility for correcting problems promptly and communicates customer expectations

  • Attention to Detail: Reviews accuracy of own work and checks that all details are completed

  • Conceptual Thinking: Sees patterns or trends in data or situations, notices when something is like a past situation

  • Information Seeking: Establishes the facts by digging deeper, asking probing questions and challenging initial responses from different sources

More Information


$79,000 - $93,000 a year - Syracuse, NY

$89,000 - $105,000 a year - Waltham, MA

Salary commensurate with location and experience

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.