Production Operations Analyst

Dayforce HCM, Inc.; Canada; Remote; CAD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a detail-oriented Production Operations Analyst II to enhance customer service in the utilities sector. This role emphasizes strong problem-solving and analytical skills, requiring the ability to manage multiple tasks while supporting clients and internal teams. You will engage in day-to-day billing operations, contribute to software releases, and ensure effective communication with clients. This position is fully remote, promoting work-life balance and employee well-being. Join a company that values its employees and offers extensive professional development opportunities, fostering a culture of growth and innovation.

Benefits

Health Savings Account (HSA)

401K match

Flexible PTO

Employee recognition platform

Initial work from home stipend

Leadership/Coaching training programs

Free access to Bizlibrary

Employee Assistance Program (EAP)

Health and wellbeing programs

Paid parental leave

Qualifications

• 5+ years of experience in product support within the utilities/billing sector.
• Familiarity with billing systems and web-based portals.
• Ability to handle repetitive tasks and manage change.

Responsibilities

• Support day-to-day billing operations and software releases.
• Maintain positive client relationships and manage support requests.
• Contribute to continuous process improvement and documentation.

Skills

Problem-solving skills

Communication skills

Analytical skills

Interpersonal skills

Ability to manage multiple tasks

Flexibility and adaptability

Education

5+ years in utilities/billing industry

Tools

Confluence

MS Office 365

Ticket tracking systems (SNOW, Jira, Remedy)

Job description

This position is open to all North America, including Canada.

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.

VertexOne is proudly Certified as a Great Place to Work. Great Place to Work is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.

We are seeking a detail-oriented, analytical Production Operations Analyst II with strong problem-solving skills to support our clients, the billing platform, and managed services.

• Involves working directly with the client to support their business needs. This partial customer-facing role within VertexOne requires the ability to manage multiple concurrent tasks and prioritize different support requests.
• Contribute to maintaining a positive client relationship.
• The position will support the day-to-day billing operations, software releases, and troubleshooting issues as required.
• Key responsibilities would include batch operations, client liaison support, ticketing reported issues, incident analysis, day-to-day operational activities, and duties.
• Liaison with developers as needed on issues.
• Support of reporting and audit requests.
• Provide technical support for various systems.
• Apply technical and analytical skills to triage problem escalations.
• Participate in the creation and maintaining system documentation including process and procedures.
• Contribute to continuous process improvement.
• Assist in transition of documentation into the team wiki using Confluence.

Job Requirements/Qualifications:

• 5+ years of experience working in the utilities/billing industry in a product support analyst capacity.
• Experience working with billing systems.
• An understanding of different web-based portals associated with billing systems and billing operations.
• Familiarity with batch interface file processing concepts.
• Superior oral and written communication skills.
• Fundamental knowledge of Unix/Linux concepts or willingness to learn.
• Experience with ticket tracking systems, tracking and reporting on support and project requests.
• Experience or the ability to learn using Confluence to create and maintain system documentation.
• Proficient skills with MS Office 365 products.
• Experience with ticket tracking systems (SNOW, Jira, or Remedy).
• Ability to grasp new concepts quickly and to manage constant change through innovation, adaptability, agility, and flexibility.
• Ability to handle repetitive tasks as part of your daily routine.
• Excellent interpersonal skills.
• Strong communication skills with clients at all levels, individually and in groups.
• Willingness to work on an on-call rotation, including some weekends.

What VertexOne has to offer:

• Health Savings Account (HSA), Flexible Spending Account (FSAs).
• 401K match.
• Flexible PTO.
• Employee recognition platform with monetary rewards.
• 100% Remote work environment.
• Initial work from home stipend.
• Leadership/Coaching training programs.
• Free access to Bizlibrary for unlimited professional development.
• Employee Assistance Program (EAP) with counseling sessions available 24/7.
• Health and wellbeing programs.
• Paid parental leave.
• Employee bonus referral program.
• Employee Discount Program.

VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers.

With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer.

From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.

For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.

Equal Opportunity Employer:
VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law.

VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.