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Job Number2806
Job TitleAnalyst I- NGGJP00002379
Salary RangeDOE
RequirementsPreferred four-year professional degree in Business or Human Resources  • Demonstrated experience with SAP and/or SuccessFactors  • Technical, functional, and in-depth expertise in Human Resources plans, programs, and providers with at least five years’ experience.  • Understanding and application of regulations and laws to protect the interest of National Grid as well as the customers  • Able to deliver high quality of customer service in a professional manner, especially when dealing with dissatisfied customers  • Experience in performance management, including talent evaluations, career development planning and providing constructive feedback  • Good understanding of key business drivers and external commercial environment  • Proven ability to understand efficient and effective methods to delivering Master Data services and able to drive appropriate process improvements  • Ability to coach, provide feedback, motivate, and develop others in a direct manner that produces the necessary results  • Excellent verbal, written and listening skills  • Ability to maintain effectiveness and commitment when challenged by difficult situations  • Exceptional ability to partner with key stakeholders within a call center and outside of a call center to resolve issues and implement process improvements
DescriptionServe as an escalation point for complex Master Data issues; respond to customer issues in a manner that meets or exceeds the timeline designated in the Employee Services’ escalation procedures  • Analyze trends in escalated issues to identify on-the-job training opportunities and deliver the training  • Maintain the knowledge management up-to-date for Tier 1, including issue trends and seasonal preparation (i.e., open enrollment)  • Participate in continuous improvement workshops and projects as directed  • Recognized as the Employee Services’ Subject Matter Expert on Master Data plan, policies, procedures, and providers  • Analyze the progress of the Master Data team against the metrics as defined in the Service Level Agreements  • Suggest methods to update, simplify, improve, and enhance processes, procedures and technologies  • Identify, classify, maintain, and protect files, documentation and sensitive information consistent with record handling and retention requirements  • Monitor vendor performance to ensure services delivered exceeds vendor Service Level Agreements and the customer service standards established by Employee Services  • Ensure that data quality is high by carrying out regular quality checks (e.g. checking completeness of data, plausibility, etc.)  • Ensure quality of Tier 1 data entry by implementing the Employee Services’ quality assurance process  • Monitor Tier 1 case management entries and the closure of issues according to the designated Employee Services’ escalation procedures  • Identify the technical and reporting requirements needed to deliver operational and processing requirements  • Create functional specifications, review, and recommend modifications to Master Data reports  • Participate in user acceptance testing for system upgrades and new functionality  • Build upon professional skills and knowledge of Master Data rules in order to continually grow your personal contribution to the business  • Keep up to date with market/regulatory developments within own profession/discipline in order to ensure the optimization of best practices for National Grid  • Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit National Grid  • Challenge existing ways of working and continuously seek ways to do things better in order to drive greater efficiency within assigned area