Senior Analyst – Digital Process Automation

Role Overview

• Partner with technical teams and Customer Care SMEs to build and implement AI and RPA solutions that streamline workflows and boost operational efficiency.
• Monitor the efficiency of AI and RPA tools and make recommendations for continuous improvement strategies.
• Advocate for an optimized customer experience embedded into the delivery.
• Work alongside business SMEs and the Enterprise RPA and AI Support team to uncover automation opportunities.
• Develop projected business benefit analysis for idea assessment and approval, including return on investment and efficiency metrics.
• Work with SMEs and technical teams to develop a detailed end-to-end understanding of processes targeted for automation and generate detailed process documentation.
• Align project scope and Product Definition Document (PDD or equivalent experience) with collaborators.
• Build, develop, and test RPA and AI workflows using Enbridge approved platforms.
• Conduct UAT testing, troubleshoot issues, and ensure successful deployment of solutions.
• Monitor and maintain AI processes and RPAs following the release and initiate change requests for continual improvement.
• Define and track automation performance metrics.
• Identify and detail guidelines for long-term AI and RPA adoption, ensuring alignment with privacy, governance, security standards, and regulatory requirements.
• Communicate effectively with collaborators throughout the project lifecycle to ensure continued alignment between business goals and automation initiatives.
• Represent customers' best interests by advocating for strong customer experience principles on all projects.

Requirements

• Possess a related university degree with 2+ years’ experience in Operations Management, Computer Science, Business Analytics, or Customer Care OR 4+ years of previous field operations experience.
• An equivalent mix of formal education and experience may also be considered.
• Experienced in Customer Care Operations process analysis and process improvement.
• Proficient with SAP S/4 HANA, Customer Information Systems (CIS), and Maximo.
• Skilled with leading RPA platforms such as UiPath, Automation Anywhere, or Blue Prism.
• Proven proficiency with Microsoft Office Suite, including SharePoint, Outlook, Word, and PowerPoint.
• Preferred: Certification in RPA tools or process improvement methodologies.
• Knowledge of regulatory requirements governing company activities.
• Familiarity with API integration and basic scripting languages (e.g., Python, VB.NET) is an asset.

Tech Stack

• Python
• RPA
• .NET

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 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.