Business Technology Customer Experience Analyst

7 months ago

Edmonton, Canada ATCO Group Full time

Always there. Anywhere._ That’s us A team committed to delivering inspired solutions for a better world. We care for our communities and each other, and we are committed to showing up for those who need us. We value and encourage diversity, and we have the courage to do the right thing, even when it’s hard.

Join our team as a Customer Experience Analyst, a pivotal role that bridges the gap between ATCO, our Managed Service Provider, and Technology Vendors. You will be responsible for facilitating a comprehensive understanding of technology options, planning, and implementing service support, and ensuring a seamless customer experience. This role will require you to collaborate with diverse internal and external stakeholders to deliver innovative technology solutions that meet business needs.

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.

**What You Get to Do**:

- Represent IT in facilitating business understanding of customer-facing technologies and services.
- Oversee implementation and governance of technology solutions with Managed Service Provider and Technology Vendors.
- Drive adoption and effective use of technology services.
- Ensure contract compliance and service level adherence from technology providers.
- Manage the transition of customer requirements into operationally supported solutions.
- Facilitate communications across business areas and ensure engagement with key IT and business departments.
- Coordinate with Managed Service Provider and Technology Vendors for technology implementations.
- Work proactively to maintain a high level of customer service.
- Oversee the implementation and operational support of new technology solutions.
- Coordinate technology implementations at customer locations as required.
- Coach and mentor less experienced team members.
- Travel up to 20% of the time, sometime on an adhoc basis

**Who You Are**:

- 10+ years of Information Technology experience or equivalent.
- 5+ years of experience in designing and implementing technology solutions.
- Hands-on technical experience including network, server, storage, workstation, and mobile platforms.
- Proven experience in an Enterprise organization designing, implementing, and supporting technology solutions.
- Proficient in creating both end-user and operational support documentation.
- Experience in vendor contract management and negotiation.
- Exceptional communication skills: ability to explain technical concepts in a non-technical manner.
- Strong analytical, problem-solving, and negotiation skills.
- Ability to work effectively in a team environment.
- ITIL certification or equivalent work experience preferred.

**Please note, this role involves up to 20% travel, which may be planned or ad hoc.**

**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

At ATCO, we support a diverse and inclusive environment that values the contributions and perspectives of everyone on the ATCO team. We believe the ATCO team is the foundation of our business and our most valuable asset across our global operations. Without each team members’ unique skills, strengths, and knowledge, we simply wouldn’t be able to achieve our fundamental vision of delivering life’s essential services to our customers around the world.

ATCO is an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

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