Advisor, Customer Care Systems

5 days ago

ChathamKent, Canada Enbridge Full time

Posting End Date:
February 18, 2024

Employee Type:
Regular-Full time

Union/Non:
This is a non-union position

We are looking to fill our Advisor, Customer Care Systems role with a highly motivated individual, accountable to support the Customer Care Operations team with SAP tickets, issues, releases, prioritization of changes and projects. The incumbent will be responsible to coordinate maintenance and management of SAP S/4HANA efficiency and effectiveness to Customer Care Operations users who strive to promote customer centricity in all that we do. Read on

What You Will Do:
- Support the Customer Care Operations team regarding S4HANA (SAP) incidents, defects, enhancements, requests and other issues.- Investigate, coordinate and lead prioritization discussions on SAP changes, releases and projects that resolve business and strategic needs.- Coordinate and collaborate with various business teams, third party vendors, and the Technology Information Services (TIS) group to resolve any customer and/or technical issues and implement any process enhancements.- Work closely with many stakeholders including TIS, Business Systems Support, Digital Channel Owners and Leaders in Customer Care in order to support the modules in SAP utilized by Customer Care Operations.- Analyze SAP system effectiveness and make recommendations that support continual improvement.- Proactively advocate for the customer and the business on the prioritization and implementation of SAP related issues and enhancements that promote enhanced user experiences.- Lead regular discussions between the Digital Channels and Business Systems Support (BSS) team to share knowledge, coordinate activities and support prioritization.

Who You Are:
- A related Bachelor's degree preferably in English, Journalism, Marketing, or Communications and a minimum 4 or more years of experience OR an equivalent combination of formal education, certification and experience.- At least 2 years functional experience with SAP S/4HANA, including knowledge and experience with the Multichannel Foundation (MCF) services in SAP and how they interact with digital channels.- Proficiency in Microsoft Office Suite products including Visio, Word, Excel, PowerPoint, and Adobe Creative Suite.- Possess a solid understanding of the creative user experience and technical processes with a demonstrated ability to build and create designs that highlight the customer/user experience.- Demonstrated teamwork skills with the ability to build internal and external working relationships as well as the ability to work independently and drive results.- Able to prioritize multiple projects and shift priorities without the loss of efficiency or effectiveness.- Superior analytical skills using innovating problem solving and expert judgment.

Preferred:
- Demonstrated ability to create and design a user experience that follows a user-centric approach.- Experience with web designs and related technologies.- Strong knowledge of the Enbridge Gas digital channels that customers interact with - My Account, Chatbot (cozETM) and IVR.- Experience with SAP Business Technology Platform (BTP).- Ability and willingness to grow, develop and evolve skills suitable for other opportunities within Customer Care.

Flex-Work:
Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our employees. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid

Diversity and inclusion are important to us. Enbridge is an

Equal Opportunity and Affirmative Action Employer
- We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting


Information For Applicants:

- Applications can be submitted via our online recruiting system only.
- We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

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