DIP Service Analyst

Elexon Ltd; London; Hybrid; GBP 46,000; Full time

Job summary

Elexon Ltd is seeking a DIP Service Analyst to join their Data Integration Platform team. The role involves managing operational services, ensuring compliance with service agreements, and collaborating with service providers. Candidates should have a strong understanding of GB Electricity arrangements and service management principles, with a focus on customer satisfaction and operational excellence.

Benefits

28 days annual holiday + Bank Holidays

Discretionary annual incentive scheme

Life assurance

Pension

Private medical (Bupa)

Subsidised gym membership

Cycle to Work Scheme

Holiday buying & selling scheme

Season ticket loans

Qualifications

• Experience in service management frameworks like ITIL.
• Ability to quickly acquire process knowledge.
• Strong communication skills for customer relations.

Responsibilities

• Manage operational information requests and ensure timely responses.
• Support DIP users with usability questions.
• Update policies and procedures to improve service quality.

Skills

Understanding of GB Electricity arrangements

Knowledge of service management principles

Strong interpersonal skills

Analytical problem-solving

Knowledge management practices

Understanding of IT systems

Job description

We have an exciting opportunity for a DIP Service Analyst (Grade 9) to join the Data Integration Platform team on a permanent basis.

Team Overview:

The DIP (Data Integration Platform) team is responsible for delivering a service to code bodies and industry participants (including those outsourcing their DIP integration capabilities via a data connection provider) for passing industry data across the team's DIP platform, which is delivered on an Azure platform.

The DIP platform is on the critical path for supplying GB Energy Market data, enabling the operation of Balance and Settlement services, and providing wider data flows for participant-to-participant data management and analytics services to Elexon and the energy market. This team will lead Elexon’s data strategy and governance initiatives, ensuring robust data security and compliance standards.

Job Purpose:

To provide operational services for the designated product, ensuring effective operation and that service performance meets commercial agreements and customer expectations. This includes managing suppliers to focus on resolving customer-impacting services, managing external customer issues to identify root causes, and liaising with Service Management to improve FAQ knowledge to reduce escalation risks.

Partnering with the Product Owner to advise on operational processes and performance improvements.

Key Responsibilities:

• Managing operational information requests via DIP Manager accounts, ensuring timely responses to external customers and taking action when timelines are at risk.
• Meeting daily with the Service Owner and DIP Supplier’s Service Management team to monitor operational areas requiring attention.
• Supporting DIP users with usability questions and guidance not resolvable by the support desk.
• Providing guidance and support materials for DIP services, onboarding, and offboarding processes.
• Contributing to service reporting artifacts for regular reporting.
• Escalating unresolved service issues promptly.
• Updating policies, processes, and procedures to improve service quality.
• Coordinating incident management activities with Service Management and Service Providers.
• Supporting Business Continuity Plan activities.
• Consulting with Service Providers for performance adjustments based on forecasted volume changes.

Capabilities and Competencies:

Critical:

• Understanding of GB Electricity arrangements and ability to quickly acquire process knowledge to advise customers.
• Knowledge of service management principles, frameworks (like ITIL), and best practices.
• Strong interpersonal and communication skills to maintain relationships with customers and service providers.
• Ability to plan, organize workloads, analyze problems, and make decisions.
• Knowledge management practices within teams.
• Understanding of IT systems, infrastructure, and emerging technologies for effective communication with development teams.

Elexon Career Path / Next Roles:

• Service Owner
• Service Management

Benefits:

• £45,835 per annum
• 28 days annual holiday + Bank Holidays
• Discretionary annual incentive scheme
• Life assurance
• Pension
• Private medical (Bupa)

Employee Wellbeing and Culture:

• Hybrid working – 2 days/week at London office
• Employee Assistance Programme
• Eye care vouchers
• Subsidised gym membership
• Cycle to Work Scheme
• Holiday buying & selling scheme
• CSR days
• Season ticket loans

We promote diversity and inclusion, supporting employee wellbeing through various initiatives and fostering an inclusive culture where innovation and creativity thrive.

Our Commitments:

• Equality of opportunity
• Diverse talent attraction and retention
• Listening to all voices
• Representation of communities
• Leadership in Diversity and Inclusion

Elexon together, embracing differences, listening to all voices