Job Description

Full-time, 35 hours/ week, Hybrid



At Alectra, we're not just about powering communities; we're about empowering our people. We prioritize well-being through a culture that fosters collaboration, innovation and continuous growth. We believe in providing a supportive and inclusive environment where everyone can thrive and make an impact.



Are you a proactive and innovative professional looking to make a significant impact at the intersection of technology and customer experience?



The Specialist, Customer Experience & Enterprise Applications plays a crucial role in integrating technology into business operations, optimizing system performance, enhancing customer operations, and driving efficiency in meter-to-cash activities. This position collaborates with cross-functional teams to develop, implement, and support solutions that improve business outcomes and elevate customer experiences.



What you'll do



Customer Service Enterprise Applications Functional Support

Provide functional support to all application users and stakeholders to ensure effective system utilization. Develop and execute test case plans to validate system changes and enhancements. Manage business requests and issues efficiently, ensuring timely resolution and communication of ticket lifecycle. Oversee application changes, gather feedback, prioritize tasks, and manage communications. Address daily production issues to minimize disruption. Manage application release activities, including production support, ticket tracking, documentation, and stakeholder approvals. Lead system enhancements and integrations, gather input, and support development of test plans and System Integration Testing (SIT). Support User Acceptance Testing (UAT) and business readiness through training delivery. Research and evaluate technologies to enhance operational effectiveness and improve customer experience. Identify opportunities to streamline processes and maximize customer satisfaction.

Collaboration and Stakeholder Engagement

Collaborate with Meter to Cash business teams, IT, and Regulatory to understand utility-specific processes and drive data-driven decision-making. Act as a liaison between business users and technology teams to ensure business needs are met. Identify opportunities to enhance customer satisfaction by improving enterprise applications. Work with cross-functional teams to provide optimal solutions for meter-to-cash and customer experience activities. Serve as a functional advisor supporting project planning, system design, and implementation efforts.

Data, Reporting, and Analysis

Evaluate the accuracy and integrity of application data, support resolution of discrepancies, and enhance applications. Support the preparation and analysis of operational reports related to application changes or routine activities. Create, run, and analyze ad hoc queries and reports based on business inquiries. Understand utility data systems to support decision-making through testing and process recommendations.

Training and Documentation

Develop training materials, job aids, and user documentation for Customer Service enterprise applications. Provide coaching and documentation for smooth transitions with new systems and enhancements.

Compliance and Process Improvement

Ensure adherence to regulatory, legislative, and Health & Safety policies and standards. Advocate for stakeholders in developing functional processes related to enterprise applications. Stay current with emerging technologies and recommend improvements for customer experience activities. Implement enhancements to policies, procedures, and workflows to drive operational efficiency.

Corporate Values and Conduct:

Demonstrate professional conduct and align with Alectra's core values of safety, teamwork, and customer focus.

Other Duties:

Perform additional tasks as assigned to support operational objectives



Who you are



Education & Technical Knowledge

Post-secondary education in business, technology, or a related discipline. Understanding of utility business processes including billing, customer service, collections, payment processing, smart meter data, and rate calculation. Knowledge of utility operational KPIs and daily business processes. Familiarity with data governance, analytics, and reporting tools. Advanced knowledge of CIS Applications, Settlement Systems, and OEB Regulation. Preferred understanding of CC&B table structures and SQL. Preferred understanding of SEW System. Experience in test case development and execution preferred. Knowledge of testing tools is an asset. Experience with JD Edwards is an asset. Proficiency in Microsoft Office applications.

Experience

Minimum of 5 years in the industry, focusing on system development, support, and process optimization.

Skills/Abilities/Competencies

Proven ability to lead teams, motivate, and drive change across various levels. Strong analytical and problem-solving skills for developing innovative solutions. Ability to plan, prioritize, and execute multiple projects and initiatives within timelines. Ability to build and maintain collaborative relationships with stakeholders. Excellent written and verbal communication skills for clear, concise information delivery. Critical thinking skills to identify issues and provide strategic solutions. Solid understanding of testing, defect management, and system integrations.

Where you will work



Hybrid: This role is based in a hybrid environment, allowing for a mix of remote and in-office work to support team collaboration and business needs.

Who we are

As the largest municipally owned electric utility in Canada, we are committed to growing, evolving and remaining innovative to build a sustainable and brighter future. Our values set us apart and are our fundamental beliefs about our organization:

Safety:

Stay aware, prevent risks and protect each other.

Respect:

Value everyone, act honestly and foster inclusion.

Customer Focus:

Be reliable, anticipate needs and deliver exceptional solutions with care.

Excellence:

Elevate performance, embrace diversity and deliver quality through collaboration.

Innovation:

Drive growth by embracing change, creativity and continuous improvement.

Here's why Alectra might be your ideal workplace:

We offer comprehensive benefits. From health and wellness programs to financial security though our Defined Benefit Pension Plan - we offer a robust benefits package that supports you and your family. We invest in your career development. At Alectra, we care about our team's future through offering ongoing trainings, mentorship and learning opportunities. We care about you work-life balance. Understanding that taking time off is essential to employee well-being, sustained productivity and high performance, we offer the following: Time off: At Alectra, we offer various time off options for our employees including vacation time, personal days, milestone parental leave top-up, volunteer days and bereavement days. Disconnecting from work: We prioritize your well-being through our "Disconnect from Work" policy which ensures you can maintain a healthy work-life balance. Hybrid work environment (if applicable): Based on operational requirements, we offer flexible working arrangements that include working remotely or on-site.

At Alectra, your unique contributions matter and help drive our collective success to a more sustainable and brighter future.



Ready to Apply?



If this sounds like you and gets you excited, we'd love to hear from you! Simply click the apply button to submit your resume and take the first step toward joining our team. Due to the high volume of applications, we are unable to accept resumes via email. All applicants must apply through our careers page to be considered.

At Alectra, we celebrate diversity and are committed to an inclusive recruitment process that honours the dignity and independence of all applicants. If you require accommodation during the process, please contact careers@alectrautilities.com. We will work with you to ensure your needs are being met to the point of undue hardship.

Thank you for your interest in building a career with us. While we appreciate all applicants, only those selected for an interview will be contacted.

Please note:

We kindly request no unsolicited resumes or agency referrals. Alectra does not accept resumes from recruitment agencies for any open positions unless a valid contract is in place.