Senior Analyst, Incident and Change Management

6 days ago

Calgary, Alberta, Canada Atco Full time

To be on the leading edge of our industry takes an agile mindset. It's a new energy world and our corporate team thrives in the face of such challenges. The work is exciting, urgent, and collaborative, but everyone has autonomy over their domain and a chance to make their mark. It takes imagination and a willingness to take risks and execute on your vision. Together we can bring the right solution at the right time for customers.

We are looking for a Senior Analyst, Incident and Change Management (SAICM). You will be responsible for handling the internal incident and change management process and assist in external customer communications and escalations for critical business impacting service incidents reported by users of the systems supported by the OFS Service Delivery team.

What You Get To Do:

  • Responsible for ongoing incident management for components of the mass market billing system and creating and updating tickets for all IT related issues in internal, and vendor systems
  • Drives both technical and non-technical staff members to ensure timely and efficient resolutions to minimize impacts on the businesses OFS supports.
  • Assist with developing orderly, logical product roadmaps which strive to mitigate incidents
  • Assist/ Manage the change and release management calendars, identifying cross-functional dependencies and risks, while delivering a schedule aligned with business objectives.
  • Identifying process gaps and areas of improvement and ensuring continuous improvements are integrated into the change management practice.
  • Staying abreast of business, industry and global trends and understanding the impact of those changes on the business and technology in ATCO and its subsidiaries
  • Listening and working with other teams to ensure agile and responsive evolution of technology
  • Participate in forward planning release windows and maintenance
  • Assist in managing risks and working with vendors & IT Support to resolve issues that affect release scope, schedule, and quality

Who You Are:

  • Bachelor's degree in business or a related field
  • Demonstrated experienced managing the releases of large-scale billing platforms
  • 6 to 10 years working experience in Incident Management and Change Management Processes
  • 3 to 5 years of experience with Salesforce highly desired in the Alberta Utilities industry
  • ITIL v4 Foundations Certificate highly desired
  • AGILE Advanced Certified Product Owner Designation highly desired
  • Strong business acumen with good numerical & analytical skills, and time management skills with the ability to manage multiple issues with differing priorities
  • Understanding of Call Center applications that support Advisor productivity and customer transactions
  • Excellent communication skills to be able to have detailed and complex conversations/negotiations with Senior Management, and vendors
  • Experienced in writing Decision Records and Change Requests
  • Collaborative leadership skills
  • Entrepreneurial mindset - results & profit oriented - with a desire to help build new business
  • Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation/influence, and customer relationship management

What We Offer:

  • A culture based on caring, integrity, agility, collaboration, and striving for excellence.
  • Competitive compensation.
  • Flex benefits.
  • Tuition assistance program.
  • Training and mentorship programs.
  • Charitable donation matching.

We're looking for someone who cares about their work and strives for more each day. Someone who challenges the status quo, embraces change, and thrives in a collaborative work environment. If you are someone who approaches work with passion, curiosity and the courage to innovate, then this role is for you.

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.

Canadian Utilities is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at

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