Frontline DTS Operations Analyst (UK Electricity & Gas Markets)

London or Nottingham

Up to £32,000


Full Time


This role is full-time, permanent position located in our Central London or Nottingham office with an annual salary up to £32,000 DOE, including 10% variable bonus and an excellent benefits package. We will also afford an element of remote working. Who is ElectraLink? ElectraLink is a growing company that loves technology and operates at the heart of the UK energy market by managing a central network for energy market participants to communicate, providing empowering insight into the challenges and opportunities facing the industry. Why people join our team? We have remote working capabilities that allow for a healthy work-life balance. Our benefits package includes health, flexible pension, holiday trading, as well as extensive career development, training and more. We maintain an open communication from top to bottom and have lots of opportunities to hear ideas and make things work better.


We work closely with key UK energy stakeholders such as energy suppliers, distributors and metering organisations as well as the Department for Business, Energy & Industrial Strategy (BEIS) and Ofgem (the industry regulator).

Our position at the heart of the UK energy industry also gives us a unique capability to provide other services crucial to the gas and electricity markets:

  • We provide unique market insight through analysis of the DTS market data that we process in our central industry role.
  • Our reputation for impartiality and energy market expertise makes us an ideal partner in the implementation and change management of energy industry Governance arrangements.
  • Our established Data Transfer Network (DTN) supports the development of more efficient market processes at a time of rapid energy industry change.

Main purpose of job

As a Operations Analyst you will be expected to

  • provide first and second level resolution of service requests and incidents,
  • escalation of some service requests to 2nd Level
  • manage change requests to the services and infrastructure to conclusion
  • You will also be required to own and escalate incidents to appropriate service providers through to resolution.

As and when required, you will also be expected to facilitate internal or external customer meetings confidently and professionally.

You will also manage new customer contracts, participate in service reviews with customers and provide guidance, advice and assistance to enable ElectraLink customers to specify changes to their existing services, and manage and implement those changes through the ElectraLink change management process either directly or with external service providers.

Above all, you will support and liaise closely with colleagues within Electralink and external service providers to ensure both contracted service levels and excellent levels of both internal and external customer satisfaction are maintained.

Principle Skills & Experience

Key skills:

  • 1st and 2nd level Incident, Change Management and Service Request support
  • Strong team player
  • Good experience of service desk ITSM software
  • Excellent communication and interpersonal skills
  • High degree of confidence, well organised and self-motivated
  • Flexibility to quickly learn and employ new skills with attention to detail.
  • Experience in working with 3rd party providers to achieve desired outcomes
  • Ability to work flexibly when reasonably required.

Essential Skills & Experience

  • Experienced in providing support services within a fast-changing environment (minimum of 2 years)
  • Experience in providing support to internal and external customers.

Desirable Knowledge and Experience:

  • ITIL v4
  • Problem Management
  • Presentation Skills
  • Working comfortably in a technically challenging environment
  • Understanding of the Energy market in the UK
  • Educated to Degree level or equivalent in a relevant qualification.

How to Apply

Please apply to this position by utilising the “Apply Now” link below. You will be able to apply via email attaching your CV and any other documents you feel might strengthen your application.

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