Business Analyst – 12 Month Contract

Business Analyst – 12 Month Contract

Oshawa Power Group of Companies is a parent company of fiber optic, district energy and renewable generation businesses, and the local electricity distribution company that supplies electricity to more than 63,000 customers in the city of Oshawa. Located just 45 minutes east of Toronto off the shores of Lake Ontario, Oshawa serves as the economic engine for the Durham Region. Oshawa Power maintains 1000 km of overhead and underground distribution lines within a 150 km2 service territory, operated at 44 and 13.8 kV, supplied by 9 distribution and 3 transmission substations. The organization is committed to the safe, reliable and efficient delivery of electricity through responsible financial management, strategic reinvestment and continuous innovation.

About this Opportunity

Reporting to the Manager of Customer Service, the Business Analyst will be the super user for all customer service applications including reporting functionality to facilitate accurate reporting, inform business process changes and test system applications for upgrades or as a part of new system implementations.

This position will be responsible for customer information systems support, providing accurate and reliable data for real-time use, record keeping, data analytics and business intelligence analyze critical raw data to develop and maintain business performance reporting and analytics, to provide insight on customer behaviours and needs, with the goal of identifying actionable recommendations for managing aged accounts. The successful candidate will be a key resource as part of our of Business Transformation initiative to ensure customer service systems are effective operation and maintain accurate reporting.

As the successful applicant, you will have the opportunity to be involved with:

• Analyzes and manages all reporting requirements as related to Customer Service productivity to support both tactical and strategic decisions, including management KPIs, Corporate Scorecard and OEB requirements.
• Develop and maintain reports that integrate data from many source systems to report on performance such as customer service interactions, volumes, forecasting and aged accounts.
• Development of SQL queries to facilitate data extraction from source systems for reporting and analysis
• Analyze and interpret reporting results to identify trends and provide insights on customer behaviours and needs. Based on findings, prepares and communicates results and recommendations to various levels of management.  Prepares graphs, spreadsheets, reports, and PowerPoint presentations as required.
• Continually reviews and analyzes data maintenance processes to enhance data integrity. Generates and maintains documentation of reporting procedures to ensure data accuracy, integrity and efficiency. Investigates and troubleshoots reporting issues and problems.
• Collaborates with other internal departments such as IT and external vendors to initiate/implement improvements and efficiencies with reporting functionality within the Customer Service system applications
• Assist with the development of policies and procedures for improving the service provided to customers
• Assist in developing process controls required to manage the billing and collection processes
• Maintains working knowledge of OEB Regulatory requirements as it pertains to customers and keeps informed of changes to policies, procedures, reporting requirements and regulations to ensure compliance
• Provide support to Finance and Regulatory in extracting billing data for purposes of month end close processes and reporting to the OEB
• Proactively identify opportunities for increasing quality of service for our customers and deliver solutions that create efficiencies and add value to the overall operation of the department and improve  the overall customer experience
• Develop tools to automate report creation and other processes to create operational efficiencies within the department
• Review financial assistance applications and maintain respective reporting metrics
• Performs ad hoc duties in accordance to business needs

WHAT YOU HAVE TO OFFER

• Bachelor’s degree and at least 3 years of experience in reporting and/or business analytics;
• Experience within Utilities, Customer information systems, and industry processes considered a strong asset
• Advanced Microsoft excel skills to support SQL queries, complex reports and macros.
• Successful candidate will have superior attention to detail, strong communication skills and solution based thinking. 
• Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Experience identifying operational issues and recommending and implementing strategies to resolve problems.
• Demonstrated proficiency at consolidating data from numerous sources to create presentations for all levels of management and other stakeholders
• experience working with SQL, Tableau, Power BI, Excel, and other tools related to queries and data management
• Expertise with data manipulation, reporting techniques, and report automation
• Highly organized and able to prioritize and handle a variety of tasks and responsibilities simultaneously and efficiently
• Energetic and enthusiastic team player, capable of working both independently and in a team environment and initiative to follow up on items and get things done
• Knowledgeable in Customer Service environment and processes
• Excellent communication skills – verbal and written and ability to adapt to meet needs of various stakeholders and audiences
• Self-motivated with the ability to prioritize work, make necessary adjustments and execute on deliverables
• Ability to establish and maintain effective working relationships with co-workers, managers and external agencies

WHAT WE HAVE TO OFFER

In addition to working alongside a talented and inspiring team, Oshawa Power offers;

• Competitive salary commensurate with experience;
• Dynamic and collaborative work environment with a focus on work-life balance;
• Ontario Government Mobile Data plans;
• Tuition and Fitness reimbursement plans;
• Opportunities for professional development and growth within the company.

APPLICATION PROCESS

Oshawa Power is an equal opportunity employer that embraces and celebrates our collective diversity. We welcome all individuals to apply and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, Indigenous/Métis status, or other legally protected status.

Interested and qualified applicants are invited to submit their resume no later than April 25, 2024 by email to: careers@oshawapower.ca  *Please include the position title you are applying for in the subject line.

We thank all applicants, however only those selected for an interview will be contacted. If you are selected for an interview, please note that you will be required to complete a criminal background check. All applicants must be legally entitled to work in Canada and in accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act, 2005, should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.