IT Systems Analyst III

About the role:

• Act as owner of the application maintenance operations for the Customer Billing portfolio, in partnership with strategic managed service providers, other tower leads and shared service operations teams.
• Ensure seamless operations with minimal disruption, of current Customer Billing applications, in support of National Grid s business requirements and service level agreements.
• Work towards proactive identification of problems and corresponding corrective and preventive actions, to prevent disruption to the business.
• Drive continuous Customer application maintenance improvement and automation from both a technical and process perspective, working closely with all stakeholders, as appropriate
• Initiates and fosters relationships with business partner teams and executives, technology leaders, vendors, and partners; develops relationships that promote trust and increase efficiency and effectiveness
• Provides leadership to solution development teams, and proactively engages with teams to promote process and organizational improvements that enhance overall effectiveness.
• Prepares and presents Customer billing application/meter-to-cash support communications for executives and stakeholders
• Establishes financial plan for department and manages to plan, and jointly establishes financial targets with business partners
• Develops and maintains a network of industry contacts; performs research on industry trends, competitors, business and IT products; analyzes trends and make strategic and tactical recommendations
• Ensures system, technical and product architectures are aligned with business objectives

Minimum Qualifications:

• Bachelor's degree in computer science/engineering or in related field; Master's Degree preferred
• Experience leading large, multi-year, business-critical applications
• At least 10+ years of experience working in the technology industry with 3+ years in leadership role.
• Thorough knowledge of Agile software delivery models (Kanban, Scrum, etc.)
• Ability to promote and role model a team-oriented environment
• Ability to lead technology teams in different locations in US
• Highly developed negotiation, facilitation and consensus building skills
• Highly developed oral and written communication skills; strong presentation skills
• 10+ years of experience supporting large-scale enterprise applications in production environments.
• 5+ years of leadership experience managing application maintenance and support organizations.
• Experience managing managed service providers and offshore support teams.
• Experience leading Incident, Problem, Change, and Release Management processes.
• Knowledge of ITIL Service Management practices.
• Experience supporting regulatory, compliance, and audit activities.
• Experience managing operational budgets, forecasts, and vendor spend.
• Demonstrated ability to communicate effectively with executive leadership and business stakeholders.

Preferred Qualifications:

• Utility industry experience supporting CIS, Customer Billing, Customer Care, Collections, Payments, Supplier Services, or Meter-to-Cash processes.
• Experience with Customer/1, CSS, CRIS, SAP IS-U, Oracle CC&B, Kraken, or similar utility CIS platforms.
• ITIL Foundation, Managing Professional, or Strategic Leader certification.
• PMP, Scrum Master, SAFe, or Agile certification.
• Experience with ServiceNow, Splunk, Dynatrace, AppDynamics, or similar monitoring platforms.
• Lean Six Sigma certification or operational excellence experience.
• Experience implementing AI-enabled support, AIOps, and automation solutions