Client Experience Analyst

**Competitive Benefits. Meaningful Extras. Unmatched Value.**
- A place where you can take your career in the direction you want to grow and go
- Flexible work options and summer hours for eligible employees
- Save on gas at stations across Canada, including Chevron, Fas Gas, Ultramar, and Pioneer

**The Opportunity**:
Reporting to the Supervisor, Reconciliation & Reporting, the Customer Experience Analyst will be a key member of the Purchase to Pay team in Finance Shared Services. This position is responsible for resolving inquires related to the Purchase to Pay function with a focus on maintaining Service Level Agreements, and utilizing business acumen, analytical skill, and a client focused mindset to deliver exceptional service to both internal clients and external suppliers.

This is an exciting and challenging opportunity for an ambitious, self-motivated and enthusiastic individual who is looking for a career and opportunities to learn with a vibrant and fast-growing company.

**Responsibilities**:

- Respond to inquiries from both internal clients and external Suppliers related to accounts payable, payment remittance, vendor statement reconciliation, GL reconciliation and/or reporting, corporate credit card and/or employee expense submissions
- Respond to inquires within established Service Level Agreements
- Update Service Now ticket status with comments outlining of actions taken, and marking ticket as closed
- Identifying Service Now workflow user table errors, omissions and or updates required; take action to revise and communicate changes to relevant stakeholders
- Monthly KPI reporting around Service Level Agreements, aging of Service Now ticket status
- Define, develop, and maintain Service Level Agreement tracking and reporting to be included on the Purchase to Pay monthly Key Performance Indicator dashboard
- Analyze transactional details in the ERP and/or procure to pay workflow systems to problem solve issues related to Supplier set up, Purchase Order set up, Purchase Order receipts, invoice submission, payment processing, and/or employee expense reporting in Concur.
- Provide training to Suppliers on the submission of invoices through the procure to pay portal
- Provide training to Clients on Purchase Requisition creation through Ivalua and/or how to resolve Purchase Order issues in Ivalua related to funds or receipts
- Create and deliver training roadshow presentations in person and or via webinar to support organizational change management and training initiatives. Ie. New functions moving into the Shared Services environment like Parkland USA / SOL
- Subject Matter Expert of the ERP AP modules and Ivalua procure to pay solution: identify requirements, write test scripts, participate in testing upgrades, provide training to team members, and act as a change agent for enhancements as applicable
- Communicate professionally, with a client focused mindset
- Deliver results using a continuous improvement mindset
- Create and update process documentation for all Purchase to Pay Client Experience functions
- Works with IT and others support teams to continuously identify process improvement capabilities and implement technology where justified
- Assist with any ad hoc requests or projects as required.

**Education**:

- Post-secondary education in Commerce / Business or a related field

**Requirements**:

- Previous experience in Accounts Payable or Finance / Accounting related functions
- Superior customer service skills including the ability to create positive interactions with internal clients and external Suppliers
- Excellent verbal and written communication skills
- Working knowledge of large ERP Systems: JDE, SAP, Great Plains or similar
- Working knowledge of ticketing systems (ServiceNow)
- Working knowledge of the ‘procure to pay’ process, including automated workflow approval systems
- Strong proficiency in Microsoft Office with focus on being an Intermediate level of proficiency with Excel
- Bilingual written and oral - French and English an asset
- Strong critical analysis and problem-solving skills
- Strong attention to detail and effective organizational skills
- Strong time management skills with the capability and flexibility to respond to critical deadlines, changing priorities and requirements
- Ability to develop and maintain collaborative working relationships

**Humble. Hungry. Smart. **Does this sound like you?**

Do others describe you as being a down-to-earth achiever? Someone who thinks outside the box and always strives to do more than what is required. Someone who sees the bigger picture? You sound brilliant to work with

**We Want You To Shine**:
We are committed to providing equal opportunities to all applicants. If you require accommodation due to a disability, you will have an opportunity to notify us when scheduling your interview.

**Belonging Matters. Because You Do**:
Our ability to work as one team across Canada, the United States and the Caribbean is