Customer Operations Analyst in Hybrid role supporting insurance operations in Belfast. Handling customer cases, ensuring compliance, and improving processes for timely resolutions.
About the role
- Market Operations Lead with ESB managing flexibility product development and market solutions for electricity distribution networks. Leading contract management and collaborating with cross-functional teams.
Responsibilities
- Manage existing and future contract schedules such as, but not limited to, validation and settlement.
- Leading the development of new flexibility products and services in which customers can participate through a phased process of piloting and consultation in coordination with participants, other system and market operators.
- Developing appropriate commercial models to value those services and design appropriate incentives for customers.
- The establishment of appropriate contractual model through which ESB Networks procures and settles these services.
- Develop the appropriate processes through which customers can participate in transmission services and wholesale markets.
- Lead flexibility market operations within the DMSO function.
- Ensure management of the distribution flexible service contracts during commercial operation.
- Ensure validation and settlement of all flexibility products for all customers/service providers providing flexibility.
- Coordinate the establishment of new flexible services contracts through procurement prequalification, tendering and contract award working closely with Procurement and other key stakeholders.
- Contract management of the relevant flexible service contracts with customers/service providers as part of flexibility initiatives.
- Develop required process maps as and when needed.
- Implement relevant business processes and procedures to ensure that service delivery for flexible services are monitored, validated and settled.
- Work closely with other teams including Finance, and Operations to monitor expenditure and support financial projection of flexible scheme costs.
- Manage the registration processes for facilitating access to distribution connection customers participation in third party markets.
- Develop and implement an appropriate reporting framework covering market facilitation and flexible services market activity for distribution connected customers.
- Support the development of the enduring Flexibility Market System for procuring and settling flexibility services by contributing to requirements gathering, design workshops and end user testing and training
Requirements
- A primary degree in IT / Engineering / Business or related discipline or equivalent relevant work experience.
- Experience in ESB systems (both ESB group and ESB Networks) or experience in wholesale electricity market operations
- Ability to lead and coordinate the work of others
- Ability to take initiative, identify issues, develop solutions and drive through business improvements.
- Strong analytical and problem-solving skills with data driven decision making
- Good interpersonal skills and ability to work with cross functional teams
- Strong commercial awareness and understanding of commercial/contractual risk management.
- Knowledge of existing Irish or European energy market arrangements.
- Experience with electricity market management systems
- Experience with procurement documentation preparation and procurement stages
- Experience with SAP systems (SAP ISU, SAP ERP (ARM / IWM), SAP SRM)
- Understanding of the Distribution electrical grid model
- Experience with OT Systems (NMS, GIS)
Benefits
- Opportunity to lead Ireland’s transition to net zero carbon future
- Career development through mentoring and training
- Corporate Social Responsibility Opportunities
- Sports and Social Clubs
- Networking opportunities
- Credit Union
- Generous Pension
- Access to staff well-being programmes
- Generous parental leave entitlements
- Strong values-based and inclusive culture
- Strong commitment to diversity, equity and inclusion
- Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted
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