Technology Analyst, Customer Operations (18 month Term)

Socket.dev; Edmonton; On-site; CAD 80,000 - 105,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

ATCO Gas & Pipelines in Edmonton, AB, seeks a Technology Analyst to drive technology adoption, analytics, AI innovation, and process improvement in Customer Operations. You will lead technologies, report on customer metrics, and develop Power BI dashboards to enable data-driven decisions.

The role requires a Bachelor's degree and 2–5 years' experience in a customer service utility environment, with strong communication and analytical skills. A dynamic, collaborative culture is offered.

Qualifications

• Bachelor's degree or equivalent; relevant field preferred.
• 2–5 years' experience in a customer operations/utility environment.
• Excellent written and verbal communication; ability to facilitate meetings.
• Strong interpersonal and analytical problem-solving skills.
• Ability to compile, analyze and report information accurately and timely.
• Proficiency with Microsoft Office 365; experience with Salesforce, Power BI, and related tools.

Responsibilities

• Lead technologies for Customer Operations and support AI implementation for sentiment analysis.
• Report on customer satisfaction metrics using Salesforce, Survey Monkey, Genesys, SQM, and SharePoint.
• Develop and enhance Power BI dashboards for data-driven decisions.
• Analyze processes to identify improvements and provide implementation recommendations.
• Engage vendors/partners; facilitate workshops to drive improvements.
• Apply change management to implement training materials and dashboards.

Skills

Communication skills

Analytical thinking

Problem solving

Education

Bachelor's degree in business management, Engineering, Information Technology, or equivalent

Tools

Power BI

Salesforce

Genesys

Rise Articulate

iGrafx

Job description

Position: Technology Analyst, Customer Operations
Division: Customer Experience & Initiatives
Location: Edmonton, AB
Duration: 18 Month Term

Why Work here:

Your opportunity to drive meaningful change is here!

Join ATCO as a Customer Operations Technology Analyst where you will be driving technology adoption, analytics, AI innovation, and process improvement to enhance customer experience

and strengthen our award-winning Customer Operation team. If you're a forward-thinking problem solver who enjoys driving continuous improvement and collaborating with talented people to deliver best-in‑class customer service, this role is for you.

What You’ll Do:

• Primary lead for technologies, troubleshooting issues and making recommendations for improvements and enhancements of technologies used by Customer Operations. One key area of focus is supporting the implementation of AI to obtain customer sentiment and provide immediate and meaningful feedback to Customer Care Representatives

• Report and present on customer satisfaction metrics and other team KPI’s utilizing available data on Salesforce, Survey Monkey, Genesys, SQM and SharePoint.

• Develop, maintain, and enhance Power BI dashboards and reports to provide meaningful business insights and support data‑driven decision‑making.

• Analyze existing processes to identify opportunities for improvement, evaluate alternatives, and provide recommendations for successful implementation.

• Engage with vendors and industry partners to identify opportunities for improvement that will benefit internal and external stakeholders including the customer. Where applicable, facilitate workshops to allow for collaborative and constructive discussions.

• Utilize change management skills to successfully implement process improvements, including development of training material, reference material and reporting and dashboards to monitor the effectiveness of implemented changes.

What You’ll Bring:

• Bachelor’s degree in business management, Engineering, Information Technology, or equivalent combination of education and experience appropriate for this position.

• 2-5 years’ experience, preferably in a customer service utility environment.

• Excellent communication skills, written and verbal, assisting in the writing of procedures, training material, interpretation of regulations, compiling data and facilitating meetings.

• Excellent interpersonal, relationship‑building, analytical and problem‑solving skills.

• Ability to compile, analyze and report information accurately in a timely and meaningful manner.

• Proficiency in the Microsoft Office 365 Suite. Experience with Salesforce, Genesys, PowerBi, Rise Articulate, and iGrafx would be an asset.

What We Offer:

• A culture based on caring, integrity, agility, collaboration, and striving for excellence
• Competitive compensation

Agility is fundamentally crucial to our success.

Wewould like to thank everyone for their application; however, only those being considered for an interview will be contacted. Selected candidates may need to undergo criminal, education, and employment background checks, as well as additional skills assessments relevant to the position.

ATCO Gas & Pipelines is part of ATCO Ltd. With approximately 6,000 employees and assets of $23 billion, ATCO is a diversified global holding corporation with investments in Structures & Logistics (workforce housing, innovative modular facilities, construction, site support services, and logistics and operations management), Energy Infrastructure (electricity generation, transmission and distribution; natural gas transmission, distribution and infrastructure development; energy storage and industrial water solutions, and electricity and natural gas retail sales), Transportation (ports and transportation logistics) and Commercial Real Estate.More information can be found at www.ATCO.com. ATCO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity or any other characteristic protected by law.