National Grid Graduate Development Program, Information Technology - Enterprise Service Desk, Escalation Focal in Waltham, Massachusetts
About the Graduate Development Program
National Grid’s Graduate Development Program (GDP) is an in-depth training and development program for high achieving recent college graduates who aspire to take on future leadership roles in a dynamic, ever-changing industry. Graduates start their careers at National Grid with an in-depth 8-week Orientation which gives you exposure to all part of the company, allows you to network with your Graduate cohort, GDP alumni, and senior leaders, and provides you with the opportunity to travel throughout our service territory in the northeast US.
Following Orientation, Graduates begin working in their hired position. Additionally, all Graduates will develop leadership skills through quarterly development session and a Capstone Project at the completion of your first year with National Grid. You will meet amazing individuals, both within our organization and local communities and will be assigned a mentor who will provide guidance and insight to help you start and progress in your career.
Information Technology Graduate Rotations
Our IT professionals are shaping the future of how National Grid leverages technology. We are technology thought leaders focused on the end user, delivering reliable and secure services and solutions. This position will take part in our IT Graduate Development Rotational Program, an 18-month experience to help you develop technical and leadership skills. You will complete three 6-month rotations in varying IT departments to build core competencies that will enable you to become an IT professional. Your first rotation will be in the role outlined below and you will return to this role following two other 6-month rotations where your knowledge of IT at National Grid will be expanded.
About the Position
The Enterprise Service Desk owns the Incident Management Process that handles any issue an employee may have with their IT resources. This engages the National Grid support model which includes the Enterprise Service Desk. As tickets are created and flow to the various support teams, there are at times bumps in the road and some extra attention or guidance is needed to ensure the issue is resolved promptly.
The Escalation Focal Role requires a person with excellent attention to detail and a natural curiosity. The role involves working in the National Grid ticketing tool and being able to do a deep dive into the ticket data. The deep dive will enable the person to develop a full understanding of the ticket, the end user’s issue, the troubleshooting steps performed and the resolver teams engaged thus far. Following a period of training, the Escalation Focal will be able to work with the various resolver teams to ensure escalated tickets are resolved timely. The Escalation Focal would help facilitate the resolution of issues when the fix may potentially involve multiple resolver teams. The skills that would be enhanced by performing this role would be the ability to use and navigate in ServiceNow, the ability to grasp and understand key ticket details and the ability to share key IT data and concepts with the various resolver teams. Over time, a better understanding of IT would be gained as well as how National Grid supports the IT needs of their company.
Bachelor or Master’s degree from an accredited institution
Graduated between May 2019 and May 2020
Earned a cumulative GPA of 3.0 or higher; official college transcript required for confirmation
Demonstrated effective communication and interpersonal skills
Ability to begin the National Grid Graduate Program June 1, 2020 or June 22, 2020
Valid driver’s license with safe driving history
Proven leadership experience
Applicants for the Graduate Development Program must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States