senior analyst

engineer

analyst

intern

manager

National-Grid

What is the best part of working at the company?
There are definitely people there who are amazing (my own training classmates, trainers, some supervisors and senior reps) and make it more bearable.

What is the most stressful part about working at the company?
Obviously customers are very difficult (some of it is warranted obviously) but the company really underplays how bad it can be (getting death threats, etc) and continually touches on how the environment has "changed" but all of the underlying issues are still there, so the morale cannot improve. However, almost all issues I had were with the union, senior reps, and management. Nothing is very clear, a lot of things are just brushed off as "it's because of the union", but the union seems solely run by "business needs" and not needs of members (and what IS based on members votes are all based on the linesmens needs and there is no representation for office workers). Senior reps & management tell you wildly very different things, and at least half of the senior reps are USELESS and just avoid helping with/even taking escalated calls because their calls aren't recorded and they don't want to do any additional work, and they will NEVER face repercussions for this because nobody else wants the job (and some of them would be able to sue for discrimination 3 ways to Sunday if they were fired....). NG also contracts out some calls to 3rd party vendor service who get no training, only the intranet articles, and usually screw things up EVEN MORE for actual NG reps. They also really don't have any repercussions, as supervisors for NG can only reach out to the vendor company's management and give "feedback". There is definitely room for growth here, but the union's minimum bid out locks are 12-18 mos depending on where you want to go (to keep people from jumping ship to other depts immediately, but instead people just quit instead) and most people can't get into another dept for 2-3 years at LEAST. 

What is the work environment and culture like at the company?
Management claims it's changed so much, but again, the underlying issues are all still there so it's impossible for things to improve. It feels suffocating most of the time. Most people who've been in the call center for a while will literally just tell you to "fake it till you make it", but it's a lot of bs-ing customers.

What is a typical day like for you at the company?
Varies, some days would be off the hook (literally) with calls, depending on the time of month, the season, if there were rate changes, billing issues, or storms. Other days there could be anywhere from 5-20 mins between calls and we'd take maybe 20 calls all day. Some days if it was exceptionally slow, they would offer VTO which was highly sought after.

National Grid is one of the largest energy companies in the world located in Brooklyn New York. As a private, independent electric-service provider, it delivers electric power and related services at competitive prices and serving the States of Massachusetts, New York and Rode Island. The aim of the project was to provide utility solution by implementing a fully integrated system.
Responsibilities:
	Participated in full life cycle implementation of ECC 6.0 EHP1 using ASAP Methodology.
	Configured settings for Company code, posting period variant, assigned document number ranges, tolerance groups for customers, G/L accounts and users. 
	Defined, configured and tested Account Keys, Account assignment groups, customer master groups, and number ranges, and field status in GL and AR modules, and worked on revenue account determination. 
	Configured the Customer Master, House Banks, Payment Programs, Electronic Bank Statements (EBS) and Lock Box and successfully configured Clearing for open items in GL/AR/AP Modules.
	Defined Automatic Payment Program (APP) configuration, payment advice and tax procedures.
	Configured document splitting rules & characteristics to be used for document splitting and defined variants for the real time integration between Controlling and Finance.
	Resolved issues relating to automatic payment program, profit center derivations, intercompany reconciliation, month end closing activities, GR/IR clearing, automatic clearing Issues, Logistics Invoice Verification (LIV) and integration issues.
	Configured used tax procedures (TAXUSX), tax jurisdiction code structure for third party tax system-Sabrix. 
	Created Standard hierarchy using CATTs in Cost Center Accounting, Assigned cost centers to cost elements and configured activities and statistical key figures.
	Used LSMW to load Cost center, Profit Center and Customer Master.
	Configured business partners according to client requirements and redefined functional area according to the project scope on check deposits and manual memos and cash management.
	Provided Gap analysis for clients/sandboxes for further consistent testing and validated custom ABAP/4 programs to ensure delivery of expected results and interacted with end users to analyze testing issues and concerns subsequent to re-organization.
	Provided post go live support and maintained the system.
Environment: AR, AP, GL, EBS, Lock Box, APP, BDC, EDI, LIV, SABRIX, CATT, LSMW, GAP Analysis

•	7+ years of IT experience in User Interface Development using Web Technologies like JavaScript, HTML5, CSS3, Ajax, JSON, JQuery, Node.JS, JSP, Servlets and Angular JS.
•	Extensive experience in developing web applications with open source frameworks like spring, JSF, Struts.
•	Good experience using HTML5/CSS3 development. 
•	Experience working with Responsive Web design. 
•	Experience working with JavaScript MVC frameworks AngularJS. 
•	Extensively used the JavaScript frameworks jQuery. 
•	Experienced in designing Using Web Standards. Experienced in developing table-less layouts.
•	Extensively worked on methodologies such as Agile and Waterfall.
•	Professional understanding of Software development life cycle (SDLC) as well as various phases such as Analysis, Design, Development and Testing. 
•	Developed dynamic user interfaces for high-volume Web and Mobile web sites using the latest in Responsive Web Design techniques.
•	Having experience Business Intelligence in analysis, design, development, testing and implementation of the reporting. 
•	Experienced in database like SQL, Oracle to manage tables, views, indexes, sequences, stored procedures, functions, triggers and packages. 
•	Experience in documentation using MS tools (Word, Excel, PPT, Project and Access).
•	Experience with Firebug for Mozilla, Developer Toolbar for Chrome and IE Developer Toolbar for Internet Explorer. 
•	Sound Understanding and good Experience with Object Oriented Programming Concepts, Object Oriented JavaScript and Implementation.
•	Highly Curious about new front-end development technologies and adept at promptly and thoroughly mastering them with a keen awareness of new industry developments and the evolution of programming solutions. 
•	Involved in Understanding functional specifications and developing creative solutions to meet business requirements. 
•	Responded to service tickets and service requests within established time-based requirements.
•	Strong Analytical, Problem Solving and Debugging skills. 
•	Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations. 
•	Ability to effectively and professionally interact with people at all levels of management. 
•	Excellent communication skills with highly motivated and result oriented approach

I wish this job was  different..I wish it was better. 

I was hired on in the call center and was super excited to work for grid. I heard so many good things about working for the union.  But as soon as I got in there was a LOT more than was told.  They definitely used less info about the job during the interview process to get people on board. 

The call center is built on a bidding system- meaning when you get in there you have to BID for a new job and hope that they don’t pick someone over you since they were hired on before you. And there is a LOT of hoops to jump through to get into a new department. 

The schedule is awful ( one of the big reasons I left)- they say they have all this flexibility but they don’t. You have to BID for a shift time and then you stay with it for about 6 months and then you HAVE to change it after.  So if you have kids and need to leave earlier due to school…you are out of luck 

They throw a lot of information at you-  they say that they will be there to help you but pretty much shame you as soon as you have to ask

SCORE KEEPING- I understand this is a call center- but the amount of number metrics you have to meet is insane.  God forbid you are on a phone call for more than 5 minutes and they pull that call and make you listen to it. They barely want you to actually talk to the person but rather just be a robot. There are too many set scripts that don’t seem necessary.

Benefits- the benefits are good! They have good fmla and insurance

Paid time off - you get 56 hours from the day you start. Vacation is accrued every month and you can use it until the following year and that’s ALSO a BID process - meaning if someone already requested the day you want, you can’t take it off. 

I wish I could have stayed longer but it just wasn’t in the cards for me, getting screamed at people all day and then having the manager tell me it’s MY FAULT for their attitude is just ridiculous.  I felt like a number since day one. 



•	Carry out analysis in order find improvement possibilities in the current work scenario using methods including SIPOC, 5 why’s, Ishikawa Diagram, MIFA analysis and Pareto principle. 
•	Embed and sustain Process Excellence culture and standards by improving processes, team performance and driving continuous improvements
•	Ensure process improvement activities align to the requirements of the business, including risk and compliance drivers
•	Identify and understand all customer needs/requirements and focus improvement actions on the processes that are falling short of satisfying these needs/requirements.
•	Apply appropriate problem solving methodologies to solve problems as part of embedding and sustaining Process Excellence culture and standards
•	Support, coach, mentor and train teams to enable continuous improvement of processes and embed problem solving capabilities across the business such that they form part of business as usual activities / practices
•	Establish sustainable and effective performance discussions, monitoring and escalating poor performance
	


•	Develop and maintain a process governance framework to ensure end users have access to all processes and a proper audit trail and documentation exists to ensure single version of truth
•	Develop and maintain a Process Excellence programme for tracking and reporting progress of process improvement initiatives planned/in progress/delivered throughout the year
•	Ensure approach is aligned with the Process Excellence ways of working adopted by the rest of the wider business and ensure consistent application and standardisation of best practice across all teams and sharing best practice in the wider Process Excellence community
•	Responsible for engaging NGP employees/stakeholders and delivering relevant training across a base of <100 employees to embed and sustain Process Excellence culture and standards

I hold a B.A. in Journalism and have twenty years of experience overseeing all communications and events for several employers. 
 
In my corporate communications experience, my responsibilities have included coordinating public relations and marketing strategy, content and collateral production, social media, and brand management in a consistent fashion that supports the needs of the organization and its constituents.  Specific skills include expert writing (press releases, web copy, direct mail, email marketing campaigns, and executive communications), event planning, branding, media relations, and seeking opportunities for and coordinating speaking opportunities, trade shows and award competitions. 

I have been fortunate to work through the years when the Internet, websites, email, and social media replaced traditional ways of communicating. As a result, I learned new technologies as they were introduced. 

In addition to my corporate work I have worked during various periods as a freelance writer and publicist, completing assignments for about twenty organizations over recent years. Commercially, my byline has appeared in numerous regional and national publications. I am also the author of two novels. I have been responsible for managing social media for my employers, freelance clients, and for two novels that I authored.

If you are looking for a forever job THIS is the place to work, 401k match, Pension, great healthcare, dental, vision, paid holidays, The longer you stay the more vacation time you will earn, the list goes on BUT you need to know what department to go to, the customer service side of the company is an easy way to get in and get started with the company but would not recommend staying there... WITH THAT BEING SAID, when you start and get some seniority you have so many opportunities to move up, go where you want and get to a better place within. want to work in the field? Go to line department, cable department or Building maint. Construction department. Like being in a garage working on stuff? Go to fleet. Want to stay in the office? (assuming you have the proper certification) Go to design department, engineering department ect... You will make Great pay no matter where you go. You will be treated with respect and fall In love with the company, they preach safety from day one and look out for you. Depending on where you are you will get Overtime, storm work (Double time). 
Overall Highly satisfied and highly recommend National Grid to anyone looking for there dream company.

A typical work day for National grid is nothing but monotony and constant calls. The amount of down time in between callers used to be present and it was enjoyable working experience. However for the past year it has been constant unending calls, making the days seem to drag and blend together. The job used to provide a sense of fulfillment but ever since a year ago we have been severely understaffed company wide which leads to increased customer and employee dissatisfaction. 

The most enjoyable part of the job is clocking out. There is no time to build something in a position of being a customer service rep unless you are exceptional in all areas. What you will build there isn't anything worthwhile. You can be recognized by VPs, Directors, Supervisors and managers and the only thing it will bring you is a verbal pat on the back. There is no incentive for performing at an exceptional level at all. The best thing I could recommend to those looking to do this job is to treat your supervisor well and do just barely better than your metrics. Without my direct supervisors being as great as they are I wouldn't continue to be at this company.




A tyopical day (dependaton what shift worked of course)
Am shift ;
assign all engineers with a non emergency job ready to begin the day, dispastch emrgeny jobs such as gas leaks, no gs and pressre problems quickly and efficiently, all whilst constantly monitoring the area I was responsible for, ensurng workload was managed properly and escalatng to the on shift senior dispatcher of any problems.
On busy days emergency calls from the public woul also over flow from the call centre which I would have to answer, making sure accurate inormation was recorded on the live system of address and contact details, nature of the emergency and givng out the correct scripted safety advice for that particular emergency if required..

The hardest part of the job for me was that I was employed by agency and not direct, whih meant i did not get sme of the many benefits other colleagues could njoy and also had no real job security.

The moist enjoyale part ofmy job was that every day was differen and was at times very fast paced but at others could be more relaxed, whilst at all times remainig a professional and friendly environment to work in.

Management is all about themselves. Management does no wrong and the worker is looked down upon. If an individual in management messes up that person gets promoted and relocated. If a worker messes up you will get wrote up and a letter in your file and disciplined. HR will build a case against you from the day you are hired and will look for something negative against you until something is found and will fire you. The union is in bed with the company. The union has no power. Stressful environment and poor management. . If you are a skilled worker and want to make money and enjoy your day then don't work for National Grid. You are just a number. When National Grid is done with you and what you can do for them they will throw you away like an old tool. There are better company out there and with better benefits. Hopefully someone who is applying for a job with this company will take these words to heart and pass this company by. The company has changed for the worst. Not like it was when it was Niagara Mohawk and management is not there for the worker. Its all about how much money management and the stockholders can make. Not even an American company. It will be sold again in the near future.

Top Job Titles	Average Salary
Senior analyst 11 salaries reported	$95,409 per year
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Manager 3 salaries reported	$153,333 per year

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