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Automation Process Improvement Specialist
2 months ago
The Automation Process Improvement Specialist will play a key role in enhancing the efficiency of Customer Care Operations by leveraging Robotic Process Automation (RPA) tools. This position requires collaboration with technical teams and Subject Matter Experts (SMEs) to identify opportunities for automation, develop business benefit analyses, and work towards continuous improvement strategies.
Key Responsibilities:- Collaborate with SMEs and Enterprise RPA Support team to identify automation opportunities within Customer Care Operations.
- Develop projected business benefit analyses for idea assessment and approval.
- Work with SMEs, Enterprise RPA Support, Technology Information Services (TIS), and Business Systems Support (BSS) to gain an in-depth understanding of targeted processes and generate detailed documentation.
- Align project scope and Product Definition Document (PDD) with Enterprise RPA Support and SMEs.
- Conduct UAT testing and troubleshooting as needed.
- Maintain RPAs after go-live and make change requests for continuous improvement.
- Document best practices for RPA adoption in the long run.
- Communicate project updates to stakeholders throughout the lifecycle.
To be successful in this role, candidates should possess:
- A related university degree and 2+ years' experience in Operations Management, Computer Science, Business Analytics, or Customer Care, or 4+ years of previous field operations experience.
- Experience in process analysis and improvement within Customer Care Operations.
- Proficiency with SAP S/4 HANA, Customer Information Systems (CIS), and Maximo.
- Strong problem-solving skills and attention to detail.
- Excellent communication skills and client/customer service skills.
- Proven Microsoft Office Suite proficiency, including SharePoint, Outlook, Word, and PowerPoint.
$65,000 - $85,000 per annum, based on location and experience.
About EnbridgeEnbridge is an Equal Opportunity Employer committed to diversity and inclusion. We offer a competitive benefits package, flexible work arrangements, and opportunities for growth and development. Our company culture values collaboration, innovation, and customer satisfaction.
