Customer Contact Management Senior Analyst improving customer experience in a global healthcare company. Collecting and managing queries, claims, and returns efficiently.
About the role
- Sr Analyst Functional Support ensuring smooth operations of Customer Information System at Enbridge. Managing incident and problem resolution, supporting various departments to improve service delivery.
Responsibilities
- Providing day-to-day incident and problem management related to meter reading, service notifications, and service address issues, impacting our ability to bill over two million customers monthly
- Managing the issuance of ~500,000 Service Notifications from SAP, including ~50,000 Emergency calls annually
- Supporting end users and management from various departments such as Customer Care, Accenture, CS&C Operations, CS&C Office, Records, Builder Services, and MET on system needs and requirements
- Working closely with CS&C, Customer Care, Business Support Integration, TIS, and vendors to drive improvements in service delivery, improving customer happiness and efficiency
- Supporting the SAP WAMS interfaces, including exception management
- Acting as a subject matter expert and providing support and testing of solutions for the Customer Experience Program initiatives, WAMS Releases, and strategic & regulatory changes
- Providing on-call overnight support for the execution of CIS system batch runs.
Requirements
- University degree and a minimum of 2 years of relevant experience
- Technical expertise in EGD’s CIS system (SAP)
- Experience with WAMS (Maximo) is a plus
- Ability to build, write, and participate in User Acceptance Testing (UAT) sessions
- Proficiency in using the Service Now system for management and tracking of Incidents and Changes
- Working knowledge of the HP Quality Centre tool for UAT scripts
- Specialized knowledge of meter reading and call center processes
- A Business Analyst who consistently asks ‘Why?’ to fully understand issues or scenarios
- Strong documentation skills with the ability to clearly and effectively convey findings
- Outstanding interpersonal and communication skills (both written and oral)
- Ability to foster existing and build new relationships with collaborators
- Agile approach with the ability to prioritize workload efficiently.
Benefits
- A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance and disability
- A paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event
- Valuable retirement savings plans, including a savings plan with company stock as an investment option
- Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays
- An Employee and Family Assistance Program
- A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social, and financial well-being
- Enbridge’s FlexWork (hybrid work model) offers eligible employees (Manager and below) the option to work from home on Wednesdays and Fridays, opt for a compressed workweek schedule, and have flexible start and end times.
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