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.

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.

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. Role requirements determine your eligibility for each option.

Senior Analyst – Functional Support

Key skills