Senior Customer Service Business Analyst

GrandBridge Corporation; Brantford; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading energy solutions company in Brantford, Ontario is seeking a Senior Customer Service Business Analyst to enhance service delivery and support organizational goals. The role involves user support for Customer Information Systems (CIS), report generation, and business process optimization. Ideal candidates have a BA in Business or Computer Science, advanced communication skills, and proficiency in Microsoft Office. Enjoy a comprehensive benefits package and opportunities for professional development.

Benefits

Employer Paid Benefits Package

Training and Educational Reimbursement Programs

Professional Development & Career Opportunities

Wellness Resources & Healthy Lifestyle Incentives

Employee and Family Assistance Program

Opportunities for Community Involvement

Qualifications

• BA degree in Business, Computer Science, or a related post-secondary program.
• Must demonstrate advanced written and verbal communication skills, along with strong troubleshooting, analytical, and problem-solving abilities.
• Proficiency in Microsoft Office, particularly Excel, is essential, as is experience with CIS database management.

Responsibilities

• Provide strategic insight and operational support to the Customer Service Management team.
• Collaborate with software vendors to define system requirements.
• Design, generate, and maintain recurring and ad-hoc reports and dashboards.
• Conduct system evaluations and testing activities.
• Lead quality assurance and quality control efforts for software projects.
• Develop and deliver user training programs for Customer Service systems.
• Analyze, document, and continuously improve departmental business processes.

Skills

Advanced written and verbal communication skills

Strong troubleshooting and analytical abilities

Proficiency in Microsoft Office (Excel)

Experience with CIS database management

Project management skills

Education

BA degree in Business, Computer Science, or related field

Tools

Business Intelligence software

Job description

Senior Customer Service Business Analyst

About GrandBridge Corporation

Who We Are:

GrandBridge Corporation is an investment holding company dedicated to driving growth and innovation through our fully owned subsidiaries, GrandBridge Energy Inc., and GrandBridge Group Inc.

GrandBridge Energy Inc. is a leading provider of innovative energy solutions, committed to delivering reliable and sustainable energy to our customers. GrandBridge Group Inc. offers a wide range of energy services through its divisions: Netoptiks, which provides cutting-edge telecommunications solutions, and Enersure, which ensures our customers' homes are comfortable and energy-efficient with home comfort rentals.

Our team of dedicated professionals are committed to helping our communities navigate the transition towards a dynamic and evolving energy landscape. The principles and beliefs that guide our operations are deeply rooted in our values. Join us in our mission to shape the future of energy.

What We Offer

• Employer Paid Benefits Package
• Training and Educational Reimbursement Programs
• Professional Development & Career Opportunities
• Wellness Resources & Healthy Lifestyle Incentives
• Employee and Family Assistance Program
• Opportunities for Community Involvement

What You Will Do:

The Senior Customer Service Business Analyst plays a critical role in supporting the effective use of Customer Information Systems (CIS) and related Customer Service applications. This role is responsible for providing user support and training, maintaining accurate training materials and process documentation, and developing both departmental and corporate-level reports. The Analyst is responsible for analyzing, designing, and optimizing business processes, as well as supporting system testing and development initiatives. Supported CIS applications include, but are not limited to, customer account management systems, online customer portals, communication platforms, service order processing, and payment and collections systems.

Major Responsibilities:

• Provide strategic insight and operational support to the Customer Service Management team, contributing to initiatives that enhance service delivery, strengthen team performance, and support broader organizational goals.
• Collaborate with software vendors to define system requirements, coordinate changes, and ensure successful project delivery.
• Design, generate, and maintain recurring and ad-hoc reports and dashboards; conduct in-depth data analysis to support decision-making.
• Conduct system evaluations and testing activities; document business processes to ensure quality assurance and operational consistency.
• Lead quality assurance and quality control efforts for software projects, including upgrades and new feature rollouts.
• Develop and deliver user training programs for Customer Service systems; create, maintain, and distribute user manuals and training documentation across business units.
• Analyze, document, and continuously improve departmental business processes; provide relevant training and communication to support change initiatives.
• Support system integration and configuration efforts by assisting with the design, implementation, testing, and enhancement of Customer Service tools and applications.

What You Will Bring

• BA degree in Business, Computer Science, or a related post-secondary program.
• Must demonstrate advanced written and verbal communication skills, along with strong troubleshooting, analytical, and problem-solving abilities.
• Proficiency in Microsoft Office, particularly Excel, is essential, as is experience with CIS database management, reporting tools, and Business Intelligence software. Experience working with utility Customer Information Systems is considered an asset.
• Ability to map and test complex software workflows, analyze large data sets, and apply advanced project management skills in a dynamic, collaborative environment.

Kindly note, we do not entertain unsolicited referrals or resumes from third-party agencies or recruiters for our job postings.

We appreciate the opportunity to review all resumes, however due to volume, only those under consideration will be contacted.Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.

GrandBridge Corporation is an Equal Opportunity Employer and is AODA compliant.