Address
SalaryABOUT US
At FortisAlberta we invest in our greatest resource - our people. As Alberta's largest electricity distribution provider, we are positioned for growth. Each day, FortisAlberta employees strive to exceed customer expectations while maintaining a focus on our commitment to safety.
APPLICATION DEADLINE: February 20, 2024
TITLE:Customer Operations Business Analyst (U24-019)
DEPARTMENT: Customer Service
WORK LOCATION/OFFICE: Calgary
HOURLY WAGE: $43.04 - $57.39
UUWA PAYSCALE: B5
STATUS: 01 Full Time - Salaried
NUMBER OF HIRES: 1
DESCRIPTION:
Under the general supervision of the Supervisor Load Settlement and Interval Metering the Customer Operations Business Analyst completes daily processes and is accountable to gather, validate and analyze data and document business and system processes to enable Customer Operations to operate more effectively. Responsibilities include analyzing, modeling current and future processes, defining business requirements, establishing test plans, testing software and process solutions, and supporting the development of key metric reporting. This role will apply critical thinking in identifying root causes to operational issues. This includes applying sound judgment to form feasible and rational business cases, recommendations, and suggestions.
DUTIES & RESPONSIBILITIES INCLUDE (but not limited to):
• Provide analysis on Customer Operations data performance and flow, working with Customer Operations teams and other groups as required to identify opportunities for performance improvement.
• Represent and take lead for data integrity, measurement, reporting, workflow analysis and identification of business process enhancements required to support Customer Operations business systems.
• Identify the root of business problems or inefficiencies and create business cases for change.
• Document, validate and develop Customer Operations business processes and procedural documentation that will ensure compliance with internal and external performance requirements (including legislation, AUC rules, and SOX obligations).
• Assist in the design of business processes including clarifying and identifying issues and facilitating changes to attain the highest levels of control, compliance, customer service and efficiency.
• Collaborate with internal stakeholders regarding change management; this includes providing training where required and transferring knowledge for ownership as appropriate.
• Act as a business acceptance tester for Customer Operations and /or facilitate appropriate test scripts with key stakeholders, as required.
• Cultivate strong business relationships between the Customer Operations team and FortisAlberta stakeholders including external end use customers.
• Completes daily operational processes as required.
• Special projects and other duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES:
• Excellent analytical skills required to identify problems, resolve issues, evaluate possible solutions, gain consensus and think strategically.
• Excellent verbal and written communication skills, including the ability to clearly present information to various audiences in both formal and informal settings.
• Proven ability to develop and maintain effective relationships with internal customers and team members; this includes excellent interpersonal and problem-solving skills.
• Superior organizational and time management skills to manage numerous projects and competing demands.
• Ability to facilitate meetings effectively to capture comprehensive business requirements.
• Intermediate skills in Word, Excel, Visio, PowerPoint, SAP, Command Center, SharePoint, Access and Data Warehouse Reporting.
• Ability to develop and execute queries in relational databases.
• Ability to develop business case, design new processes and their validation, understand drivers for change, and articulate high level business requirements.
• Knowledge of FortisAlberta's applications, business processes, and regulatory requirements, as they pertain to the Customer Operations area.
• Knowledge of accounting controls and how to incorporate preventive and detective controls in Customer Operations processes.
REQUIRED QUALIFICATIONS:
• A Bachelor's Degree or Diploma in Business, Commerce, Information Technology, or a related discipline plus a minimum of five (5) years of experience in a role whose primary duties include either business process improvement or business analysis.
PREFERRED QUALIFICATIONS:
• An International Institute of Business Analysis (IIBA) accredited certification from a recognized post-secondary institute in Business Analysis, Business Intelligence, or Data Analysis or a professional designation through the IIBA would be considered an asset.
• A Prosci or Project Management certificate, or a Project Management Professional (PMP) designation would be considered an asset.
• A Chartered Professional Accounting (CPA) designation would be considered an asset.
TO APPLY TO THIS POSITION: Please submit your resume via the button below: "Apply"
We thank all applicants for their interest, however, only those candidates to be considered for an interview will be contacted.
If you receive an error message when applying, please contact the system administrator at: Recruitment@fortisalberta.com
