Enbridge

Senior Analyst, Functional Support

Enbridge

full-time

Posted on:

Location Type: Hybrid

Location: North York • Canada

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Salary

💰 CA$72,000 - CA$95,000 per year

Job Level

Senior

About the role

  • Providing day-to-day incident and problem management related to meter reading, service notifications, and service address issues, impacting our ability to bill over two million customers monthly
  • Managing the issuance of ~500,000 Service Notifications from SAP, including ~50,000 Emergency calls annually
  • Supporting end users and management from various departments such as Customer Care, Accenture, CS&C Operations, CS&C Office, Records, Builder Services, and MET on system needs and requirements
  • Working closely with CS&C, Customer Care, Business Support Integration, TIS, and vendors to drive improvements in service delivery, improving customer happiness and efficiency
  • Supporting the SAP WAMS interfaces, including exception management
  • Acting as a subject matter expert and providing support and testing of solutions for the Customer Experience Program initiatives, WAMS Releases, and strategic & regulatory changes
  • Providing on-call overnight support for the execution of CIS system batch runs.

Requirements

  • University degree and a minimum of 2 years of relevant experience
  • Technical expertise in EGD’s CIS system (SAP)
  • Experience with WAMS (Maximo) is a plus
  • Ability to build, write, and participate in User Acceptance Testing (UAT) sessions
  • Proficiency in using the Service Now system for management and tracking of Incidents and Changes
  • Working knowledge of the HP Quality Centre tool for UAT scripts
  • Specialized knowledge of meter reading and call center processes
  • A Business Analyst who consistently asks ‘Why?’ to fully understand issues or scenarios
  • Strong documentation skills with the ability to clearly and effectively convey findings
  • Outstanding interpersonal and communication skills (both written and oral)
  • Ability to foster existing and build new relationships with collaborators
  • Agile approach with the ability to prioritize workload efficiently.
Benefits
  • A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance and disability
  • A paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event
  • Valuable retirement savings plans, including a savings plan with company stock as an investment option
  • Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays
  • An Employee and Family Assistance Program
  • A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social, and financial well-being
  • Enbridge’s FlexWork (hybrid work model) offers eligible employees (Manager and below) the option to work from home on Wednesdays and Fridays, opt for a compressed workweek schedule, and have flexible start and end times.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementproblem managementUser Acceptance Testing (UAT)meter readingcall center processesCIS systemWAMSService NowHP Quality Centreservice delivery improvements
Soft Skills
documentation skillsinterpersonal skillscommunication skillsrelationship buildinganalytical thinkingprioritizationcollaborationcustomer focusproblem-solvingadaptability