Senior Specialist, Technology Operations and Service

National Grid plc; Buffalo (NY); On-site; USD 99,000 - 116,000; Full time

Benefits offered by this job

Annual performance bonus

Pension plan

Private medical insurance

Job summary

National Grid plc in the United States is seeking a Senior Operations Support Specialist to bolster field operations with tools, training, and technology. You will coordinate onboarding, support IT and equipment management, and partner with leaders to sustain efficient, safe operations.

This role emphasizes collaboration, process optimization, and ongoing improvements across multiple business functions, with opportunities to influence operational performance and employee experience.

Qualifications

• Strong technical background in IT support and training.
• Extensive understanding of Operational processes with a comprehensive grasp of day-to-day workflows.
• Knowledge of National Grid's business operations, company policies and practices.
• Proficient in Microsoft Office products (Excel, Word, PowerPoint) and SAP.

Responsibilities

• Coordinate onboarding activities and support training initiatives.
• Assist with IT and equipment management and help optimize systems and processes.
• Contribute to system enhancements, testing, and compliance tracking.
• Support continuous improvement efforts across multiple business functions.
• Collaborate with stakeholders to ensure efficient operations and strong employee experience.
• Travel as required by role.

Skills

IT support

Training

Leadership

Communication

Analytical thinking

Attention to detail

Tools

Microsoft Office

SAP

Job description

Senior Specialist, Technology Operations and Service

About us

National Grid is hiring a Senior Technology Specialist for our Technology Operations and Service department in our Western Service Area.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live.

The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

Are you a highly organized problem solver who enjoys supporting people, improving processes, and keeping operations running smoothly? As an Operations Support Specialist, you will play a key role in ensuring our field operations teams have the tools, training, technology, and resources they need to succeed. This is a highly visible position that offers the opportunity to collaborate with leaders, support critical business functions, and make a direct impact on operational performance and employee experience.

In this role, you will coordinate onboarding activities, support training and development initiatives, assist with IT and equipment management, and help optimize the systems and processes that keep our teams operating efficiently. You'll also contribute to system enhancements, testing, compliance tracking, and continuous improvement efforts across multiple business functions.

This position is ideal for someone who thrives in a dynamic environment, enjoys working with a variety of stakeholders, and is passionate about delivering exceptional support while driving operational excellence. Every day brings opportunities to learn, solve challenges, and help shape the success of our workforce and field operations teams.

Key Accountabilities

Training:

• Learning Link Support – Assisting with platform issues, managing tickets, and tracking overdue training.
• Rollcall System Support – Assisting with user access, training management, and issue resolution within the Rollcall platform.
• Ability to develop training guides and materials for business applications to facilitate user understanding and efficiencies.
• Crew Accounting Training – Educate field crews on proper procedures for accurate accounting entries.

IT:

• OH Department IT Support – Providing device support for laptops, iPads, iPhones, and other equipment used by team members.
• Mobile Device Deployment – Overseeing the setup and distribution of iPads, iPhones, and other mobile devices.
• Mobile Device Training – Conducting training on effective use of mobile devices and related applications.
• Accounting Discrepancy Resolution – Investigate and ensure quality control for accounting inconsistencies.

Safety Equipment Management:

• Oversee purchasing, configuration, and tracking of internal equipment to ensure compliance (e.g., AEDs, Burn Kits, Load Busters, rubber goods, grounds, hot sticks).

Fleet:

• AVLS equipment outage report - Preparing monthly reports and tracking the vehicles that require Code blue or AVLS tracking (Tickets for vehicles not responding to AVLS, coordinate Code Blue testing locally)
• Fleet Utilization - Monthly reports and work with supervisors to make sure vehicles/equipment are being charged appropriately
• Monthly DVIRs

Qualifications

• Strong technical background in IT support and training.
• Extensive understanding of Operational processes with a comprehensive grasp of day-to-day workflows
• Knowledge of National Grid's business operations, company policies and practices.
• Proficient in relevant software, e.g. Microsoft Office products (Excel, Word, PowerPoint). SAP
• Strong Leadership skills; team building skills
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Valid driver's license and willingness to travel.
• Analytical Thinking
• Attention to Detail
• Ability to interact seamlessly with technical IT and non-technical staff.

More Information

Salary: $99,000 - $116,000 per year

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

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 committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans.

Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.

National Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.

National Grid operates in both the UK and US, with a broad portfolio of energy businesses dedicated to providing safe, reliable, and sustainable power.

From electricity and gas transmission to advancing clean energy and modernising grids, our work covers every aspect of the energy system.

Our energy flows through absolutely everything we do

Life here at National Grid is more than just our purpose or our values, it's everything we put into everything we do. It's our commitment to diversity and inclusion; how we help our employees learn and grow; and how we partner with and support the communities where we live and work. It's all this, and so much more.

We leverage our collective strengths to do meaningful BIG work so that we can be at the heart of a fair and affordable energy future.

Your salary is reviewed each year against the market for your role, skills, knowledge and experience.

Incentive

Annual performance plan or bonus (depending on your role) rewards your contribution to our success each year.

Retirement

Generous pension plan with company contributions up to 12%.

Private medical insurance for self and family.