Coordinator, Customer Systems
3 months ago
Highlights of the job
We are hiring one full time, temporary (up to 11 months) **Coordinator, Customer Systems** position in Energy Services.
What you’d be responsible for
**Execution** & Collaboration**
- Ensure the delivery of optimal results against appropriate performance metrics including meeting internal/external customer expectations or operational effectiveness and efficiency outcomes such as productivity, quality, reliability, on-time delivery, and continuous improvement as it pertains to customer systems
- Under the direction of, and in conjunction with, the Applications Services Team, update and resolve data integrity issues and provide root cause analysis of problems with suggested resolutions for systems utilized by Energy Services (i.e. SAP, Genesys, My Account).
**Consultation & **Analysis**
- Analysis, estimates, coordination, and implementation of changes or enhancements
- Analysis of technical design and mapping to business requirements
- Definition and mapping of business processes
- Coordination of all elements and all contributors to the process
**Operational Support**
- Assist end users (supervisors/managers) in translating business requirements for customer systems
- Determine technical requirements for customer systems
- Provide support to business unit representatives and IT technical resources with root cause analysis and resolution of production problems
- Investigate, analyze, and resolve process-related issues as it relates to customer systems
**Planning & **Maintenance of Customer Systems**
- Participate in the Corporate and business unit technology planning process to ensure adequate support of customer systems
- Participate in the implementation of infrastructure related to customer systems
- Collaborate with business unit IT process analysts and others in preparing business cases & project budgets for recommendations related to customer systems
- Proactively support the automation of existing manual process on an on-going basis from multiple sources
- Execute daily job duties with a focus on continuous improvement of processes and systems
- Other IT related projects assigned as required
What’s required to be successful
- A technical diploma in another field combined with experience would be considered an asset
- 3+ years of experience in a utility company (billing, customer service) or in a related position
- 3+ years directly related experience working in software or databases to manage customer or asset information
- Understanding and experience in SAP (CRM and S4 Hana), BI Reporting tools and Genesys Software
- Understanding of SAP security model and SAP GRC (governance, risk and compliance) would be considered an asset
- Experience in using IT project and/or change management concepts to complete work related to or supporting software enhancements
- Demonstrated understanding of EPCOR’s customer base, Energy Services’ and Distribution System Operator’s Terms and Conditions of Service, applicable Alberta Utilities Commission Rules, and Utilities Code of Conduct and Privacy guidelines
- Demonstrated advanced ability to use Microsoft SharePoint and Office365 Suite of products (i.e. Outlook, Word, PowerPoint, Excel)
- Demonstrated capability to use various process mapping tools (e.g. flowcharts, dataflow diagrams) to document and analyze processes and procedures
- Ability to assess, prioritize and manage multiple simultaneous deliverables under tight deadlines
- Track record of excellent writing, proofreading, editing and technical writing skills and excellent verbal communication skills
- Demonstrated ability to facilitate meetings with multiple stakeholders
- Focused on safety, operational excellence, customer experience, continuous improvement and achieving results
Other important facts about this job
Jurisdiction: CSU52
Class: T1
Wage: Starting at $39.23 per hour (Final Wage and Step will be determined at the time of selection and is based on a combination of factors as outlined in the Collective Agreement.)
Hours of work: 80 hours biweekly
**Application deadline**:September 30, 2024**
Learn more about Working at EPCOR
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Please note the following information:
- A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
- If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
- A technical/practical assessment may be admin
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