Service Analyst

Elexon; Greater London; Hybrid; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Bonus

Private medical insurance

Generous pension scheme

Job summary

Elexon is seeking a Service Analyst (Global Grade 9) to join the Data Products team on a permanent basis. The role supports the Smart Data Repository service, ensuring customers and authorised data recipients can securely access high-quality data underpinning the GB electricity market.

You will manage onboarding and access requests, monitor data quality and service health, and develop knowledge resources to improve self-service. The role is hybrid with two days in our London office.

Qualifications

• Excellent customer service and stakeholder management skills.
• Strong organisational skills and ability to manage multiple priorities with accuracy.
• Analytical mindset with interest in data quality and operational performance.
• Ability to explain complex regulatory information in plain English.
• Proactive, ownership mindset to complete tasks.
• Strong written and verbal communication and attention to detail.
• Experience using Microsoft Office, especially Excel, Word and PowerPoint.
• Collaborative approach and willingness to learn new technical knowledge.

Responsibilities

• Provide advice, guidance and support to customers and authorised data recipients, helping them access and use the Smart Data Repository.
• Manage customer onboarding, access requests and offboarding, ensuring permissions and consent controls are applied correctly.
• Develop expertise as a Subject Matter Expert in the Smart Data Repository, its services and the relevant Balancing and Settlement Code obligations.
• Monitor data quality, platform performance and service health, identifying issues, investigating root causes and supporting timely resolution.
• Support the maintenance of metadata, data catalogues and dataset registers, helping ensure data is discoverable, trusted and well governed.
• Produce analysis and reporting on service performance, customer usage and operational trends, providing recommendations for improvement.
• Support the delivery of service enhancements, including testing, releases and operational readiness activities.
• Develop and maintain knowledge articles, operational procedures and training materials that improve customer experience and promote self-service.
• Build strong relationships with customers, delivery partners and internal stakeholders to ensure high-quality service delivery.
• Identify opportunities for continuous improvement, helping to enhance processes, reduce disruption and improve operational efficiency.

Skills

Excellent customer service

Stakeholder management

Organisational skills

Analytical mindset

Plain English explanations

Communication skills

Microsoft Office (Excel/Word/PowerPt)

Collaborative approach

Tools

Microsoft Office Suite

Job description

We have an exciting opportunity for a Service Analyst (Global Grade 9) to join our Data Products team on a permanent basis. This role is central to supporting the operational delivery of Elexon's Smart Data Repository (SDR) service, ensuring customers and authorised data recipients can securely access high-quality data that underpins the evolving GB electricity market.

You'll play a key role in supporting customers, maintaining data quality, and ensuring the Smart Data Repository operates in line with the Balancing and Settlement Code (BSC) and Elexon's data governance standards. Working closely with colleagues, customers and industry stakeholders, you'll help deliver a reliable, secure and continually improving service that supports innovation and the transition to Net Zero.

What you'll do:

As a Service Analyst, you'll support the day-to-day operation of the Smart Data Repository, providing excellent customer service while ensuring data is managed securely, accurately and efficiently.

• Provide advice, guidance and support to customers and authorised data recipients, helping them access and use the Smart Data Repository.

• Manage customer onboarding, access requests and offboarding, ensuring permissions and consent controls are applied correctly.

• Develop your expertise as a Subject Matter Expert in the Smart Data Repository, its services and the relevant Balancing and Settlement Code obligations.

• Monitor data quality, platform performance and service health, identifying issues, investigating root causes and supporting timely resolution.

• Support the maintenance of metadata, data catalogues and dataset registers, helping ensure data is discoverable, trusted and well governed.

• Produce analysis and reporting on service performance, customer usage and operational trends, providing recommendations for improvement.

• Support the delivery of service enhancements, including testing, releases and operational readiness activities.

• Develop and maintain knowledge articles, operational procedures and training materials that improve customer experience and promote self-service.

• Build strong relationships with customers, delivery partners and internal stakeholders to ensure high-quality service delivery.

• Identify opportunities for continuous improvement, helping to enhance processes, reduce disruption and improve operational efficiency.

What you'll bring:

We're looking for someone with a passion for customer service, data and continuous improvement who enjoys solving problems and working collaboratively.

• Excellent customer service and stakeholder management skills, with the ability to build positive working relationships.

• Strong organisational skills and the ability to manage multiple priorities while maintaining a high level of accuracy.

• An analytical mindset with an interest in data quality, reporting and operational performance.

• The ability to explain complex technical or regulatory information in plain English to a variety of audiences.

• A proactive approach, taking ownership of tasks and seeing them through to completion.

• Strong written and verbal communication skills, with excellent attention to detail.

• Experience using Microsoft Office, particularly Excel, Word and PowerPoint.

• A collaborative approach with a willingness to learn and develop new technical knowledge.

Desirable experience:

• Knowledge of the GB electricity market, Smart Metering or the Balancing and Settlement Code.

• Experience working with data governance, access controls or information security.

• Familiarity with Azure, Databricks, Unity Catalog or Microsoft Purview.

• Experience or an interest in learning SQL, Power BI or other data analysis and visualisation tools.

• Awareness of UK GDPR, consent management and data protection principles.

• Experience creating knowledge articles, training materials or delivering customer training.

What's in it for you:

• Up to £47,000 salary
• Excellent benefits including bonus, private medical insurance and generous pension scheme
• The opportunity to work within a thriving organisation which can support your growth and development
• We operate a hybrid working approach with 2 days in our London office

Our culture

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

• Provide true equality of opportunity
• Attract and retain diverse talent
• Listen to all voices
• Be representative of the communities we work in
• Be a role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voic es

Ready to make an impact?

Join us and help shape the future of energy services.