Business Process Analyst

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be.  With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces.  We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers. 

Come and join one of North America's largest home and commercial services and energy solutions companies!   We offer comprehensive benefits, a DC Pension Plan and savings match plan.  If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.   

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work!

Role: Business Process Analyst

Status: Permanent Full-Time
Department: Customer Operations, EHCS

Location:  Birchmount

Summary:

A business process analyst examines, improves and streamlines business processes within an organization. They are responsible for identifying inefficiencies, bottlenecks and areas for improvement in the existing business processes. This involves thoroughly analyzing the current processes and identifying opportunities for optimization.

Once the areas for improvement are identified, a business process analyst works with various teams within the organization to develop and implement new processes, procedures and technologies that would improve the overall efficiency and effectiveness of the organization. They collaborate with stakeholders to gather requirements and ensure all teams are aligned on the proposed changes.

The responsibilities of business process analysts also involve conducting process audits and performance assessments to ensure the processes are effective. They also provide training and support to the team members with regard to the new technologies.

• Analyzing current business processes, workflows and procedures to identify areas for improvement.
• Developing and implementing optimised processes and procedures to enhance efficiency, productivity and customer satisfaction.
• Able to learn and map based on developed expertise vs constantly relying on the SMEs.
• Ensure that analysis for all processes include people, systems and customer flows.
• Understand how to drive discussions with a decision based model
• Collaborating with stakeholders to design and execute process improvement initiatives aligned with organizational goals.
• Collaborate with stakeholders to understand business objectives, processes, and requirements, and translate them into clear and concise user stories, use cases, and functional specifications
• Conduct gap analysis to identify discrepancies between current state and desired future state; recommend process improvements using methodologies grounded in friction reduction, waste/lean efficiency or process optimization workflows, and work with stakeholders to develop solutions to address business needs and requirements
• Present process improvement points of view to stakeholders for decision alignment.
• Monitoring and evaluating the effectiveness of implemented process changes, measuring key performance indicators and making necessary adjustments for continuous improvement.
• Stay updated on industry trends, emerging technologies and process improvement methodologies.

• Conduct a thorough data analysis and process mapping to identify obstacles, inefficiencies and opportunities for improvement.
• Develop and implement relevant processes and technologies to optimise the organisation’s internal operations.
• Assist in the development and implementation of new business processes and systems
• Collaborate with cross-functional teams to implement process changes, ensuring smooth transitions and minimal disruption to operations.
• Communicate with shareholders and stakeholders to ensure alignment on proposed changes.
• Monitor process audits and evaluate the effectiveness of implemented process changes, gathering feedback and making necessary adjustments.
• Create process documentation and guidelines, including standard operating procedures and workflow diagrams.
• Provide training and support to team members on new processes and best practices.

Requirements:

• BBA or equivalent post-secondary education
• 3+ years of experience in business process analysis and mapping or a related role supporting a contact centre/customer service environment.
• Proven ability 2+ years in process re-engineering, process mapping and customer journey mapping.
• PMP certification
• Utility Experience
• Strong analytical and problem-solving skills.
• Proficiency in process mapping and analysis tools and software (e.g., Visio, Excel, SQL, Tableau).
• Experience with process modeling and improvement methodologies (e.g., Six Sigma, Lean).
• Self-starter with strong interpersonal and conflict resolution skills
• Excellent written and oral communications skills
• Ability to quickly form relationships and interact effectively in a complex environment
• Strong desire to understand operations and root causes of issues
• Strong ability to multi task and work under tight timelines
• Strong organizational and time-management skills
• Strong presentation skills
• Ability to understand financial impacts and back-end billing environments
• Ability to prioritize deliverables and work with various people in all levels, including customers, to achieve personal and team objectives
• Flexibility to adapt to changing priorities
• Strong analytical experience
• Able to manage the demands, requirements and organization of a project
• Extensive experience handling multiple billing systems and exceptions management
• Superior working knowledge of Microsoft Applications such as Excel and Access
• Power BI, Advanced Excel