Service Desk Analyst

Junior Consultant for ELEXON BPO 2nd Line Support

Job Description

. ServiceNow queries for BPO 2ndline Group management . Application Monitoring Checks . Daily, Weekly, Month End, Quarter End and Year End Reporting . Perform CVA Qualification/ Participation Testing . Perform Withdrawal Checks . Process Communication Line Testing Request . Process Xsec / TIBCO License and EWS (ECVAA Web Service) request . ELEXON Portal Account Management and News Item Posting . Respond to file resent request . Release MDD (Market Domain Data) to Suppliers, Supplier Agents and Licensed Distribution System Operators (LDSOs) . Process Updates to MDD Distribution Matrix . Perform Salesforce Seasonal Load . Perform Credit Assessment Price (CAP) Change activities . Loading reference data to different systems (DCP/BMRS/SVAA) . FOF/OAT testing as needed . Annual onshore KPMG Audit document preparations

Background and Essential Skills

. Education: Bachelor's degree in Computer Science, Information Technology or a related field. . Programming languages, such as SQL, Oracle and OCI is an advantage . Must have at least a background in Technical Support . Must have at least intermediate knowledge in MS Excel . Understanding of UK energy trading and settlement principles is an advantage . Problem-solving and critical thinking skills . Excellent communication skills in oral and written English and have experience facilitating client calls and meetings . Demonstrates strong organizational and analytical skills and attention to detail . Action-oriented and has the ability to assume ownership of requests/issues/escalations and deliver effective resolutions to customers . Customer-oriented (know your customers well; add value with a level of urgency) . Team player, resourceful, flexible and can work well under pressure . Fast-learner and has excellent multi-tasking skills . Can manage shared mailbox effectively . Proficiency to follow and write process documentation . At least a Junior Consultant in CGI for 6 months with minimum 1-2 years of work experience . Willingness to work mid-shift (4:00pm - 1:00am)

Skills:

English, ServiceNow, Technical Analysis