Senior Specialist, Technology Operations and Service

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

Job summary

National Grid in the Western Service Area is hiring an Operations Support Specialist to help keep field operations running smoothly. You will coordinate onboarding, support training, IT and equipment management, and drive process improvements to enable teams to perform at their best.

This highly visible role collaborates with leaders across departments, travels as needed, and develops training materials while ensuring compliance and safety equipment readiness.

Qualifications

• Strong technical background in IT support and training.
• Extensive understanding of Operational processes and day-to-day workflows.
• Proficient in Microsoft Office products and SAP.
• Excellent communication and interpersonal skills.

Responsibilities

• Training: Support onboarding, manage training, and create user guides.
• IT: Provide device support, manage rollout of mobile devices, and resolve issues.
• Safety Equipment Management: Oversee equipment procurement and compliance.
• Fleet: Monitor DVIRs, utilization, and training scheduling.

Skills

IT support

Training

Leadership

Communication

Problem solving

Travel readiness

Tools

Microsoft Office

SAP

Job description

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).
• Prescription Eyewear Program: Administer scheduling process

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
• Class A License training scheduling
• 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.

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