Data Integration Platform Support Analyst

We have an exciting opportunity for a Data Integration Platform (DIP) Support Analyst (Grade 8) to join the DIP team on a permanent basis.

Team Overview:

The Data Integration Platform (DIP) team is responsible for delivering a service to code bodies and industry participants (where they have outsourced their DIP integration capabilities via a data connection provider) for passing industry data across the teams DIP platform which is delivered on a Azure platform.

The DIP platform is on the critical path of supplying GB Energy Market data to enable the successful operation of Balance and Settlement services and provides wider data flows to enable participant to participant comprehensive 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 are maintained.

To provide Operational Services for the allocated Product which enables Elexon to be confident the Operation is effective, and the performance of the service meets the commercial agreements with the supplier as well as customer expectations.

Supporting management of suppliers will be required to ensure the right focus is applied to resolve customer impacting services.

Supporting management of external customers where they are raising issues for the Service to fully understand where the root cause is and lessons learnt to avoid future escalations.

Liaising with Service Management resources to improve the FAQ knowledge to reduce escalation risks and reputational damage.

Partnering with the Product Owner, Service Owner and other Service Analysts to provide consultation and to inform decision making for changes to the Products Operational processes and performance

• Ensuring requests for operational information via the DIP Manager accounts is managed with responsibility to ensure customer (customer definition is external parties and non Team members) are responded to within time limits, taking action where the timeline is at risk.
• Meet daily with the Service Owner and the Service Management team of the DIP Supplier to be informed on areas of the business operation that require monitoring, action.
• Delivery of Service Operational obligations – such as:
• Providing support to DIP Users where specific DIP usability questions / guidance is required and not resolvable via the Elexon Support desk triage team.
• Providing guidance and referral links to DIP services and support materials.
• Providing support services for Onboarding, Offboarding from the DIP Service.
• Creating and inputting information to service reporting artefacts used in regular reporting packs.
• Escalating service issues which are not being progressed in a timely manner.
• Editing and adjusting DIP artefacts for policies, processes and procedures (working instructions and guidance on how operational processes are performed) to improve the quality of service.
• Working with other team members to deliver required documentation in a timely manner.
• Provide support in activities for Business Continuity Plan scenarios

Capabilities and competencies:
Critical:

• Some understanding of the GB Electricity arrangements and able to build process knowledge quickly to be able to advise customers on the services.
• Some understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services.
• This includes incident management, problem management, change management, and service level management.
  Good interpersonal and communication skills to build and maintain relationships with both customers and service providers.
• Able to plan, organize workloads.
• Able to analyse problems and support on decisions to address service-related challenges.

Developmental / Desirable:

• A good understanding of IT systems, infrastructure, and emerging technologies to enable effective communication with development teams

Elexon career path / Potential next role(s):

• DIP Service Analysts
• Service Owner
• Service Management

In return, Elexon provides:

• £40,000
• 25 days annual holiday + Bank Holidays
• Discretionary annual incentive scheme
• Life assurance
• Pension
• Private medical (Bupa)
• Private dental (Bupa)

At Elexon, our employee wellbeing is particularly important to us, which is why we are proud to provide:

• Hybrid working - 2 days per week at our London office
• BUPA health check
• Employee Assistance Programme
• Eye care voucher scheme
• Subsidised gym membership
• Cycle to Work Scheme
• Buying & selling holiday scheme
• Computing scheme
• Corporate Social Responsibility (CSR) days
• Season ticket loan

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!

• 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