Specialist, Customer Experience & Enterprise Applications (Non-Union)

Specialist, Customer Experience & Enterprise Applications (Non-Union)
Full-time, 35 hours/ week
Location: Vaughan (Cityview), Mississauga (Derry), Hamilton (John), St. Catharines (Vansickle), or Guelph (Southgate), Hybrid
Status: This position is to fill a current vacancy
Salary Grade: 15 ($101,190 - $126,488) 

 At Alectra, we energize a brighter future by empowering our workforce through the talent of tomorrow's bright minds. We promote a culture that encourages collaboration, celebrates innovation and supports lifelong learning. We are committed to creating a safe and inclusive workplace where everyone succeeds and has the opportunity to make a meaningful difference.

What you’ll do

Customer Service Enterprise Applications Functional Support

• Provide functional support to all application users and stakeholders to ensure effective system utilization.
• Develop and execute test case plans to validate system changes and enhancements.
• Manage business requests and issues efficiently, ensuring timely resolution and communication of ticket lifecycle.
• Oversee application changes, gather feedback, prioritize tasks, and manage communications.
• Address daily production issues to minimize disruption.
• Manage application release activities, including production support, ticket tracking, documentation, and stakeholder approvals.
• Lead system enhancements and integrations, gather input, and support development of test plans and System Integration Testing (SIT).
• Support User Acceptance Testing (UAT) and business readiness through training delivery.
• Research and evaluate technologies to enhance operational effectiveness and improve customer experience.
• Identify opportunities to streamline processes and maximize customer satisfaction.

Collaboration and Stakeholder Engagement

• Collaborate with Meter to Cash business teams, IT, and Regulatory to understand utility-specific processes and drive data-driven decision-making.
• Act as a liaison between business users and technology teams to ensure business needs are met.
• Identify opportunities to enhance customer satisfaction by improving enterprise applications.
• Work with cross-functional teams to provide optimal solutions for meter-to-cash and customer experience activities.
• Serve as a functional advisor supporting project planning, system design, and implementation efforts.

Data, Reporting, and Analysis

• Evaluate the accuracy and integrity of application data, support resolution of discrepancies, and enhance applications.
• Support the preparation and analysis of operational reports related to application changes or routine activities.
• Create, run, and analyze ad hoc queries and reports based on business inquiries.
• Understand utility data systems to support decision-making through testing and process recommendations.

Training and Documentation

• Develop training materials, job aids, and user documentation for Customer Service enterprise applications.
• Provide coaching and documentation for smooth transitions with new systems and enhancements.

Compliance and Process Improvement

• Ensure adherence to regulatory, legislative, and Health & Safety policies and standards.
• Advocate for stakeholders in developing functional processes related to enterprise applications.
• Stay current with emerging technologies and recommend improvements for customer experience activities.
• Implement enhancements to policies, procedures, and workflows to drive operational efficiency.

Corporate Values and Conduct: Demonstrate professional conduct and align with Alectra’s core values of safety, teamwork, and customer focus.

Other Duties: Perform additional tasks as assigned to support operational objectives

Who you are

Education & Technical Knowledge

• Post-secondary education in business, technology, or a related discipline.
• Understanding of utility business processes including billing, customer service, collections, payment processing, smart meter data, and rate calculation.
• Knowledge of utility operational KPIs and daily business processes.
• Familiarity with data governance, analytics, and reporting tools.
• Advanced knowledge of CIS Applications, Settlement Systems, and OEB Regulation.
• Preferred understanding of CC&B table structures and SQL.
• Preferred understanding of SEW System.
• Experience in test case development and execution preferred.
• Knowledge of testing tools is an asset.
• Experience with JD Edwards is an asset.
• Proficiency in Microsoft Office applications.

Experience

• Minimum of 5 years in the industry, focusing on system development, support, and process optimization.

Skills/Abilities/Competencies

• Proven ability to lead teams, motivate, and drive change across various levels.
• Strong analytical and problem-solving skills for developing innovative solutions.
• Ability to plan, prioritize, and execute multiple projects and initiatives within timelines.
• Ability to build and maintain collaborative relationships with stakeholders.
• Excellent written and verbal communication skills for clear, concise information delivery.
• Critical thinking skills to identify issues and provide strategic solutions.
• Solid understanding of testing, defect management, and system integrations.

Where you will work

• Hybrid: This role is based in a hybrid environment, allowing for a mix of remote and in-office work to support team collaboration and business needs.

Ready to Apply?

If this opportunity aligns with your aspirations and excites you, we encourage you to apply! Simply click the apply button to submit your resume and take the next step in in energizing your future within Alectra

*Due to the high volume of applications, we are unable to accept resumes via email. To be considered an internal applicant, you MUST apply via Dayforce using your Alectra email address.

New! Explore Our Internal Talent Hub

At Alectra, we are committed to supporting you energize a brighter future. We encourage all employees interested in applying for internal positions to take advantage of the resources available in our Internal Talent Hub. Here, you can find valuable tools and information, including:

• Resume Tips: Learn how to craft a strong and effective resume that highlights your skills and experiences.
• Interview Preparation: Access guidelines and best practices to help you prepare for your interviews with confidence.
• Internal Hiring Practices: Gain insight into our internal hiring processes and understand how you can leverage your current role and achievements to advance your career within Alectra.

To explore these resources and more, please visit Talent Resources Hub.

Supporting Every Employee’s Journey

At Alectra, we celebrate diversity and are committed to an inclusive recruitment process that honours the dignity and independence of all applicants. If you require accommodation for a disability during the process, please contact careers@alectra.com. We will work with you to ensure your needs are being met to the point of undue hardship.

Thank you for your interest in advancing your career with us. While we value all internal applicants, not every candidate will be selected for an interview. However, we are committed to keeping you informed and will provide feedback at some point during the hiring process.

Use of Artificial Intelligence (AI) in Recruitment

At Alectra, we’re committed to energizing a brighter future through innovation and responsible technology use. While we may use digital tools to support the efficiency of our recruitment process, we do not use AI to identify or screen candidates. Applications are personally reviewed by either a member of the Talent Acquisition team or one of the hiring leaders, ensuring a fair and human-centered experience for all applicants.

Your unique contributions matter, thank you for continuing to energize a brighter future.