Job Description

At Algonquin-Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.

Purpose

As the Manger, Product (Customer), you will play a key role in working with our business leadership, stakeholders and technology/project teams to:

• You will have a solid working knowledge of utilities customer service, billing, meter and account management processes.
• You will work closely with business stakeholders and our super users as a subject matter expert, you will develop an in-depth knowledge of the business processes in your domain and their implementation in the Customer First landscape., as well as gain an understanding of the business drivers, priorities and challenges our users experience. You will play a key role in our efforts to support evolving business needs and enable our users to get the most value out of the Customer First solution.
• Support development of the Customer product backlog to execute the product roadmap and play an active role in the education and enablement of our user community
• You will work closely with Product Owners and business stakeholders to sustain and enable our business on leading edge, integrated solutions including SAP ISU, SAP AMI, SAP C4C, SAP SEW, Kubra , Qualtrics and Open text.

#LI-Hybrid

Accountabilities

• Serve as subject matter expert on the solutions and end to end processes in the domain area; provide input to problem resolution, product planning, requirements definition and related activities
• Apply functional and process expertise to engage with end users who have process oriented or functional inquiries.
• Engage with Business stakeholders, IT Partners and EBS Teams to identify and implement opportunities to improve solution, business process and/or user performance
• At the direction of EBS Product Owners, engage with Business stakeholders to gather and document business requirements and enhancement requests and assist in the creation of business cases for larger projects and programs.
• Participate in enhancement design, problem and issue resolution activities; engage with EBS, Business, Liberty IT and 3rd Party partners as appropriate. Develop acceptance criteria for enhancements and assist users with enhancement acceptance testing.
• Engage with EBS, Business and Technology partners to develop artifacts for the Customer First knowledge base, including requirements, process documents, functional and technical specifications, and other solution documentation
• Deliver training and develop training materials. Participate in end-user enablement activities such as super user network activities, communications and other focused engagement sessions
• Develop and maintain a network of stakeholders and subject matter experts within the Business and other supporting functions
• Gain and maintain a working knowledge of the Liberty business operations, policies / procedures / standards supporting the assigned product
• Identify product related risks and issues, and advise EBS Product Owners; develop courses of action as appropriate
• Perform other related duties as required

Education and Experience

• University degree or equivalent experience.
• 5+ years SAP experience, a Business Analyst,, Subject Matter Expert, and/or technical or solution design role
• 2+ Years supporting a utility industry process model (Electric, Gas and/or Water), including regulated and investor owned businesses
• Subject matter expertise in the given domain area
• Understanding of process modelling best practices. (BPMN experience ideal)
• Strong written and verbal communication skills
• Demonstrated ability to resolve problems and issues in a collaborative environment
• Proven track record of working closely and collaborating with others whether they be internal to the team or in one of our utilities
• In-depth knowledge of modern GIS tools and methods as applied to the design, analysis, and maintenance of systems
• Familiarity with desktop, web, and server applications and technologies, such as ArcGIS, ArcGIS Online, ESRI, SAP SAM or EAM is an asset.

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business and as an employee team.

Our Mission

We provide safe, secure, reliable, cost-effective and sustainable energy and water solutions. Our mission is how we create value as an organization-it is what drives us every day to fulfill our purpose.

Our Vision

We better the lives of our customers and communities. Our vision is what we see as possible. It's where we aspire to be, what we want to achieve and how we'll make an impact. It guides and keeps us on the right path as we work towards fulfilling our purposes.

Our Guiding Principles

• Customer Centric
• Integrity
• Entrepreneurial
• Teamwork
• Owner mindset
• Outcome focused
• Continuous learning

What we offer

Share purchase/match plan

A defined contribution savings plan

Leadership Development Program

Volunteer paid days off

Employee Assistance Program

Achievement fund

Group Benefit Plan

Variety of Health & Wellness programs

Discount and Perks program

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.

We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents.

Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all our employees and expect each of our employees to honour this commitment in their daily responsibilities.