Manager, Customer Information System

7 days ago

Edmonton, Canada EPCOR Full time

Highlights of the job

We are hiring one (1) Full Time, Permanent **Manager, Customer Information System IT Operations (SAP IS-U Functional)** position working out of Edmonton, AB.

This position is eligible for EPCOR’s Where We Work hybrid program

The Manager, CIS IT Operations, will lead a team of functional and systems analysts, ensuring the performance, maintenance, and operational support of EPCOR’s SAP for Utilities (SAP IS-U) system. This role encompasses managing daily operational support and facilitating the successful and sustainable integration of major company initiatives, ensuring the achievement of desired outcomes.

What you’d be responsible for
- Leading, mentoring, and developing a team of functional and systems analysts, fostering a collaborative and high-performance work environment.
- Overseeing the planning, execution, and delivery of SAP IS-U enhancements and configuration requests, ensuring work is completed efficiently.
- Managing and resolving complex functional issues, providing second-level support for escalated incidents and service requests.
- Reacting to system availability issues with the required urgency and overseeing root cause analysis to proactively prevent future issues.
- Providing expert guidance on SAP IS-U functionalities, including meter-to-cash processes, tariff and rate management, and customer engagement.
- Collaborating with internal stakeholders, including the Basis team, to ensure seamless integration and support of SAP IS-U solutions.
- Identifying opportunities for process improvements and system enhancements, implementing best practices to optimize utility billing operations.
- Ensuring a clear understanding of EPCOR's Information Services and Application Services strategy.
- Identifying the necessary budget requirements for daily operational activities.
- Creating and managing a strong team, including determining optimal numbers, recruitment, retention, and development.
- Ensuring the delivery of optimal results against appropriate performance metrics:

- Incident Delivery and Responsiveness
- Delivery on Change Requests
- Customer Satisfaction Surveys
- System Availability

What’s required to be successful
- Completion of post-secondary Degree or Diploma in Computer Science, Computer Engineering/System Technology, or other related discipline.
- 8+ years of directly related experience working with IS Applications.
- Previous supervisory or team lead experience.
- Strong Communication skills bridging between business and technology.
- Demonstrated experience with IT service management
- Operational support of SAP is considered an asset.

Other important facts about this job

Jurisdiction: MGMT

Hours of Work: 40 hours per week

**Application deadline: January 5, 2025**

**_

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 administered during the selection process and this exercise will be used as a part of the selection criterion.
- Prior infractions for unsafe driving behaviours will be evaluated and considered for non-selection regardless of current demerits on file.

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