Technology Analyst, Customer Operations (18 month Term)

CA; Edmonton; On-site; CAD 65,000 - 90,000; Full time

Job summary

ATCO Gas & Pipelines in Edmonton, AB is seeking a Technology Analyst for Customer Operations on an 18-month term. You will drive technology adoption, analytics, AI innovation, and process improvements to enhance customer experience.

You will lead tech initiatives, develop Power BI dashboards, report on KPI metrics, and collaborate with vendors to deliver best-in-class customer service. Strong communication and analytical skills are essential.

Qualifications

• Bachelor's degree in business management, engineering, information technology or equivalent.
• 2-5 years’ experience, preferably in a customer service utility environment.
• Excellent written and verbal communication; strong analytical and problem-solving abilities.

Responsibilities

• Lead technologies for Customer Operations; advise on improvements incl AI adoption.
• Report on customer satisfaction metrics using Salesforce, Survey Monkey, Genesys, SQM, SharePoint.
• Develop and maintain Power BI dashboards for business insights and data-driven decisions.
• Analyze processes to identify improvements and provide implementation recommendations.
• Engage with vendors to identify opportunities and facilitate workshops.
• Support change management with training materials and dashboards to monitor changes.

Skills

Analytical skills

Communication skills

Problem solving

Interpersonal skills

Education

Bachelors degree in business management, engineering, information technology

Tools

Salesforce

Genesys

Power BI

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.

We would 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.