Supervisor IT Customer Billing and Metering

1 month ago

Calgary, Canada FortisAlberta Inc Full time

**ABOUT 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: June 1, 2023**

**TITLE**: Supervisor IT Customer Billing and Metering Solutions (E23-223)
**DEPARTMENT**: Information Technology
**WORK LOCATION/OFFICE**: Calgary
**STATUS**: 01 Full Time - Salaried
**NUMBER OF HIRES**:1

**DESCRIPTION**:
Under the general direction of the Manager IT Customer Solutions, the Supervisor, IT Customer Billing and Metering Solutions is primarily responsible for the supervision and performance of a team of information technology professionals and the continuous improvement of processes, practices, and technology. This includes the review, training and coaching of staff on performance and change. This position will assist in the development and management of team goals, key performance indicators (KPIs), budgets and the analysis and reporting of statistics. The Supervisor is accountable for the work quality of the team and partnering in delivering excellence while meeting departmental goals and enhancing employee engagement.

**RESPONSIBILITIES INCLUDE (but not limited to)**:
**Leadership**:

- Lead, manage, coach, and motivate employees; this includes providing direction, expertise and advice to employees, identifying employee training requirements, and formally managing the performance of employees.
- Work closely with Human Resources to manage all elements of employee relations, including hiring, terminations, training, performance appraisals for the employee file, administering progressive discipline, and resolving labour relations issues and/or grievances.

**Technical**:

- Review and manage the SAP billing and metering incident queues, determine priority of incidents, and assign team members.
- Supervise SAP billing and metering projects ensuring SAP guidelines and industry best practices are followed.
- Work with project managers to identify any conflicts with other projects or operational tasks within the SAP landscapes.
- Plan recurring activities including production deployment of SAP billing and metering related changes.
- Participate in planning system refresh activities and upgrades.
- Determine resource allocation of team members for projects and operations.
- Provide technical guidance for solution development and support, including defining business needs, analysis of alternatives, and solution recommendations.
- Provide technical direction for initiatives and projects including the engagement and leadership of any consultants/consulting companies in this space. This includes, but is not limited to, system impact assessments, stakeholder engagement, and implementation planning and deployment.
- Ensure appropriate response to and correction of production problems including managing incident communications and follow-up root-cause investigations.
- Review and analyze the effectiveness of existing systems and spearhead improvements to ensure systems accommodate future policies, practices, and business capability requirements.
- Research emerging products, services, protocols, and standards in support of system development and sustainment efforts.
- Develop and maintain relationships with external vendors to ensure efficient support of systems and timely resolution of critical issues.
- Work with internal stakeholders to maintain and enhance support standards, processes, and improve products and services.
- Special projects and other duties as assigned.

**KNOWLEDGE, SKILLS & ABILITIES**:

- Proven ability to work and lead within a team environment; this includes effective leadership, coaching, facilitation, mentoring, and team building skills.
- Demonstrated ability to build effective partnerships with all levels of employees through business insight and personal credibility, this includes the ability to make recommendations and influence outcomes.
- Commitment to customer service excellence.
- Proven ability to develop and maintain effective relationships with team members and internal and external stakeholders; this includes excellent communication, interpersonal and negotiation skills.
- Effective organizational and time management skills to manage a dynamic and demanding environment; this includes being flexible and open to change.
- Analytical and problem-solving skills to identify challenges, resolve issues and evaluate possible solutions.
- Solid verbal and written communication skills including the ability to clearly present information to various audiences in both formal and informal settings.
- Uses rigorous logic and methods to solve difficult problems with effective solutions.
- Ability to synthesize large amounts of information into action plans and recommendations while considering the business benefit of potential solutions.
- Familiar w

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