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Business Solutions Consultant
2 months ago
**Job Title:** Business Solutions Consultant
**Job Summary:** We are seeking a highly skilled Business Solutions Consultant to join our team at Toronto Hydro. As a key member of our Customer Care and Revenue Services group, you will be responsible for identifying and implementing effective customer-focused solutions to meet business goals.
Key Responsibilities- **Lead Business Process Improvement Initiatives:** Guide the Contact Centre business unit as a resident Subject Matter Expert in Microsoft Dynamics, providing strategic support for prioritization and implementation of CRM system functionality.
- **Develop and Implement Initiatives:** Lead the development and implementation of initiatives, manage and report on the delivery of business unit projects, and assist in the preparation of strategic business and action plans.
- **Provide Business and Data Analysis:** Conduct business and data analysis, project definition and scope, and feasibility studies, including cost-benefit analysis.
- **Design and Implement Systems:** Design, implement, configure, and manage systems related to customer operations and experience, ensuring business requirements and customer needs are addressed.
- **Collaborate with IT:** Partner with the Information Technology team to provide better understanding of business user needs and effectively develop and implement systems that support the customer care model.
- **Develop System Configurations:** Develop system configurations, business rules, and coding logic by analyzing business requirements and studying system capabilities.
- **Quality Assurance:** Work as an application subject matter expert to assist with quality assurance, including developing test strategies, use cases, and test scenarios in collaboration with business and IT stakeholders.
- **Develop Ad-Hoc Reports:** Develop ad-hoc reports and data queries to identify issues, assist requirement analysis, and improve processes in collaboration with business and IT stakeholders.
- **Collaborate with Other Departments:** Collaborate with other departments and vendors to ensure the Customer Care and Revenue Services key performance indicators and strategic objectives are met.
- **Develop Business Cases:** Plan and develop business cases to support large-scale divisional projects, including the evaluation of current state, recommendation of best practice process and systems improvements, identification of risks, and design of effective solutions.
- **Manage Multiple Projects:** Act as a key business resource for projects and initiatives within the Customer Care area, managing multiple projects, developing work plans, and providing project status updates.
- **Education:** University degree in Business Administration, Computer Science, Engineering, or related discipline.
- **Experience:** Five (5) years of experience with business process redesign, analysis of business processes, and identifying areas for improvement and development of new processes.
- **Business Systems Analysis:** Three (3) years of experience with business systems analysis or similar function.
- **Microsoft Dynamics Experience:** Three (3) years of experience in implementing and customizing Microsoft Dynamics 365 Customer Service solutions, including integrations with Microsoft Power Platforms (Power Automate, Power Apps, and Power BI).
- **Operational Knowledge:** Operational knowledge of Microsoft Dynamics 365 Customer Service within a contact centre environment.
- **Leadership Experience:** Three (3) years leadership experience preferred.
- **Skills:** Proficient in analyzing SQL, business intelligence/data warehouse, or similar queries; project management skills; facilitation and stakeholder management skills; problem-solving and decision-making skills; superior verbal and written communication skills; demonstrated ability in project management; contract and vendor management skills; negotiation skills and the ability to influence others.
**Hybrid Work Arrangement:** Toronto Hydro has introduced a Hybrid Work Arrangement, allowing for remote work up to three days per week, based on business needs.
