Operations Process Lead

Job title: Operations Process Lead

Job description: Branch: Gas
Affiliation: Management & Exempt
Employment Status: Full-Time Regular

We’re looking for new talent to join us as we reinvent the future of energy. Across BC, we have a diverse team of more than 2,500 employees we can’t do without, yet we’re growing as fast as ever.

You may think we’re your standard utility that delivers natural gas and electricity, but we’re also into cool, innovative energy solutions. Think carbon capture, renewable energies and lower-carbon transportation for a start. We believe in creating a cleaner, healthier tomorrow.

If you like meaningful work, a dynamic environment and forward-thinking colleagues, build your career with us. You’ll get opportunities to grow, lead, solve, and create. So what are you waiting for? Let’s rethink energy together.

Position Overview

Reporting to the Customer Applications Support Manager, this position is responsible for providing internal consulting to support business unit processes and related information technologies. This includes the SAP Customer Relationship and Billing (CR&B) and Industry Solutions for Utilities Customer Care and Service (ISU/CCS) modules and supporting technologies.

Responsibilities

• Provide internal consulting services to support the growth and sustainment of the SAP Industry Solution Utility (ISU/CCS modules). Work as a team member of the Customer Service Applications team to provide support of Customer Service business unit processes and related information technologies, including SAP ISU, SAP CRB, BW/BOBJ and digital customer facing tools. Responsible for providing sustainment and enhancement services to Customer Service and other associated business units.
• Work with the end-user business units to maintain a high level of awareness of their business strategies. Drive solution delivery to contribute to the success of these strategies and continuously improve the efficiency and outcomes of their processes. Work with internal and external resources to identify, develop and recommend alternative solutions to problems identified by users. Quickly and effectively implement solutions, ensuring solutions are thoroughly tested and documented before promoting to the Production environment. Conduct technical research, analyse data and work with internal and external resources to resolve complex technical issues.
• Implement the changes required to integrated systems or to the business processes, to support approved enhancements and projects. Support the planning and direction of unit, integration and regression testing to ensure new functionality works as expected and that existing processes that may be affected continue to perform as before. Develop the skillset of business owners and key users by providing knowledge transfer and training. Work with Business Managers to address requirements for end-user training, such as training design, training material and course content.
• Provide technical leadership ensuring that the company extracts maximum value from SAP-CRM, integrated processes and other Customer Service business unit information technology platforms. Give direction to internal and external resources, as well as, lead small cross-functional teams, to resolve technical problems, implement enhancements and evaluate opportunities. Identify, develop and recommend alternative solutions. Manage activities of the functional team resources, including consultants, to ensure they are performing tasks according to the approved release plan. Communicate to stakeholders any constraints such as timing and budget that will impact the scope of the release. As well as prioritize activities across all the business units that rely on SAP-CRM and other customer facing applications.
• Work with new implementation projects to seamlessly integrate the new functionality into the existing design of processes, business rules and configuration. Communicate with Business stakeholders, User Groups, coaches and key users regarding the work plans of the Customer Service Applications team, progress, issues and information regarding planned and potential new functionality.

Requirements

• Bachelor’s degree in an appropriate business area from a recognized program, SAP Certification (Utilities, CRM or core logistics modules), plus minimum five (5) years recent, related experience including experience with SAP-CRM applications and ancillary customer facing systems and tools, customer information systems or an equivalent combination of education, training and experience. An equivalent combination of education, training and experience may be considered.
• Knowledge of Utility business processes, including contact centre, billing, sales and customer facing technologies.
• Detailed knowledge, including configuration experience, of SAP CRM, ECC and other FortisBC Enterprise applications.
• Knowledge and understanding of billing interface technologies, customer touch points, and delivery channels.
• Knowledge and understanding of business analysis principles and methodologies
• Experience with interfacing between SAP and other systems (internally and externally)
• Understanding of SAP ISU device management principles
• Knowledge of large integrated corporate systems from a functional and technical standpoint
• Strong analytical, problem solving and interpersonal skills
• Planning and organizational skills
• Presentation and negotiation skills
• Demonstrated ability to effectively interpret requests and analyse information
• Demonstrated ability to establish and maintain effective working relationships
• Demonstrated ability to lead small to medium technical implementation projects
• Demonstrated ability to communicate effectively both verbally and in writing
• Demonstrated ability to provide leadership to staff
• Demonstrated ability to manage competing priorities and demanding work schedules

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.

The safety of our customers and FortisBC family members is our number one priority. To ensure the safety of our employees on our job sites, there is strict adherence to our worksite safety plans and social distancing practices. As an essential service provider, we’ll continue to follow the government COVID-19 guidelines and adjust our plans as necessary. As we welcome new employees, our commitment to safety remains for all of our FortisBC family.

To learn more about the recruitment process with FortisBC, please visit the page for additional information.

Company: FortisBC

Expected salary:

Location: Surrey, BC – Burnaby, BC

Job date: Thu, 11 Nov 2021 04:13:56 GMT

Job Source: Careerjet.ca

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