Senior Market Support Analyst

4 weeks ago

Edmonton, Alberta, Canada EPCOR Full time

Position Overview


We are seeking a Full Time Temporary Senior Analyst for Market Support.

As the Senior Analyst in Market Support, your role will involve delivering exceptional customer service by addressing inquiries related to tariffs and settlements from various stakeholders including the Alberta Electric System Operator (AESO), Alberta Utilities Commission (AUC), retailers, and other internal and external participants. You will manage intricate tariff and settlement issues, such as Tariff Bill Record rejections and disputes, post-final adjustments, and retailer-specific modifications. Furthermore, collaboration with Finance, Regulatory, and IT teams will be essential to investigate and rectify system-related deficiencies impacting the market.

Key Responsibilities

  • Contributing to the department's documentation library to ensure the long-term sustainability of the Meter Data Billing department.
  • Providing support through the team's group mailbox and phone queue, assisting the Market in delivering customer service to Retailers, internal and external stakeholders, AUC, UCA, and AESO.
  • Engaging with Metering Operations, Customer Engineering Services, Load Settlement Group, Head End System, Control and Reporting, Finance, Regulatory, and STARS IT teams daily to troubleshoot inquiries related to customers, retailers, regulators, rates, transactions, meters, meter reads, and settlement files.
  • Handling invoicing, processing, and investigations as needed:
    • Generating weekly Invoice Reports for Finance; managing Direct Connect invoicing with monthly data from AESO.
    • Timely investigation and processing of Tariff Bill Rejections and Disputes.
    • Validating DCM/DIM and GCM exceptions and daily corrections for AESO.
    • Conducting RSA validation and PFAM reporting.
    • Identifying gaps in files and tracing the source in the database and STARS.
    • Processing manual billing reconciliations using Excel and STARS.
    • Developing and executing queries to resolve billing issues for Retailers.
    • Generating and exporting validated, complete, and accurate data files for internal customers, third-party requests, and retailers.
    • Investigating and resolving load settlement, tariff, and invoice data issues with assistance from STARS IT support and Load Settlement Group teams.
  • Providing subject matter expertise and managing processes related to Micro-Generation applications, AESO files, and customer inquiries, collaborating with Customer Connections for process hand-offs as needed.
  • Administering rate sets in STARS to ensure accurate customer billing.
  • Maintaining, explaining, and representing Meter Data Billing data and statistics for system performance and compliance reporting.
  • Ensuring optimal results on key performance metrics, such as Retailer Certification and Retailer Security.
  • Acting as a leader and technical expert within the market and internally for the Meter Data and Billing team, providing specific leadership support for the Power Metering Customer Care team when required.
  • Maintaining a comprehensive understanding of AESO and AUC Rules and Regulations, the EDTI Retailer Guidebook, EPCOR's code of conduct, and ISO regulations.

Qualifications for Success

  • Completion of a 2-year post-secondary diploma.
  • 4+ years of relevant experience in a similar role (including utility, leadership, and project management experience).
  • 2+ years of customer service experience.
  • Extensive knowledge of AUC Rules and Regulations, the EDTI Retailer Handbook, EPCOR's code of conduct, and ISO regulations.
  • Experience in analyzing utility and meter data.
  • Ability to demonstrate power unit measures and calculations.
  • Strong written and verbal communication skills with a passion for customer service.
  • Advanced proficiency in Microsoft Office (Word and Excel) and SharePoint.
  • Preferred strong working knowledge or experience with Oracle PL/SQL, VBA, STARS, Power BI, Geofit, Command Center, and MDR.
  • Excellent analytical thinking and problem-solving skills.
  • Ability to troubleshoot and determine the cause of meter and billing issues.
  • Aptitude for leadership, with a commitment to fostering a positive team dynamic and building on the strengths of peers.

As a successful Senior Analyst, you will possess well-developed verbal, interpersonal, and written communication skills, including advanced grammar, spelling, and proofreading abilities. Your expertise will be invaluable as a key department contact for both internal and external audits when necessary. You will demonstrate a high level of attention to detail, strong analytical thinking, and problem-solving aptitude. Reliability and integrity are essential attributes for this role.

Your excellent customer service skills will enable you to de-escalate situations effectively while maintaining professionalism and open communication to build and sustain relationships with both external and internal customers. You will be a team player, consistently seeking opportunities for personal improvement, process streamlining, efficiency enhancement, waste reduction, and overall result improvement.

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