Advisor IT End User Services

Oil Authority; Houston, Northern (TX, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Enbridge is seeking an Advisor, IT End User Services to ensure effective delivery, governance, and continuous improvement of end-user support services. You will collaborate with business and IT stakeholders to translate demand into actionable work packages and deliverables.

You will manage demand intake, prioritize initiatives, and document requirements, stories, and tests to support projects and operations.

Qualifications

• Bachelor's degree or two-year technical diploma combined with 4+ years of directly related experience.
• Demonstrated experience supporting IT operations, service delivery, systems implementation, project coordination, and demand management initiatives.
• Strong technical troubleshooting and problem-solving skills, with a proven ability to identify root causes, improve processes, and implement sustainable solutions.
• Excellent relationship-building, communication, and stakeholder management skills across all levels of the organization.
• Experience working with senior leaders and executives, with ability to explain technical concepts clearly to diverse audiences.
• Strong analytical, organizational, and prioritization skills with the ability to manage multiple competing priorities.

Responsibilities

• Provide governance and coordination for the managed service desktop support team, ensuring service delivery meets standards.
• Analyze current processes, identify service gaps, and drive continuous improvement initiatives to enhance end-user support.
• Collaborate with business stakeholders, managed service providers, and technical teams to define and translate demand into work packages and deliverables.
• Take ownership of demand intake activities, evaluate value and urgency, and support prioritization decisions.
• Develop and document business requirements, user stories, acceptance criteria, and testing requirements for projects and operations.
• Coordinate user acceptance testing, release planning, and deployment activities to ensure successful implementation of solutions.
• Provide executive-level support for senior leadership, board meetings, and other high-profile events.

Skills

IT operations

Service delivery

Demand management

Stakeholder management

Executive communication

Analytical skills

Education

Bachelor's degree or two-year technical diploma + 4+ years experience

Job description

Regular-Full time

This is a non-union position

At Enbridge, we are committed to delivering safe, reliable energy while driving operational excellence, innovation, and sustainable growth across our business. We are seeking an Advisor, IT End User Services to play a key role in ensuring the effective delivery, governance, and continuous improvement of end-user support services. In this position, you will collaborate with business and IT stakeholders to manage demand, support strategic initiatives, and improve service performance across the organization. You will serve as a trusted advisor, helping transform business requirements into actionable solutions while fostering strong relationships with both internal teams and external service providers.

If you are passionate about customer service, technology, and driving operational excellence, we'd love to hear from you.

What You Will Do:

• Provide governance and coordination for the managed service desktop support team, ensuring service delivery meets operational expectations and established service standards.

• Analyze current processes, identify service gaps, and drive continuous improvement initiatives to enhance end-user support effectiveness and efficiency.

• Collaborate with business stakeholders, managed service providers, and technical teams to define, prioritize, and translate demand into actionable work packages and deliverables.

• Take ownership of demand intake activities, evaluate business value and urgency, and support prioritization decisions aligned with organizational objectives.

• Develop and document business requirements, user stories, acceptance criteria, and testing requirements to support projects, enhancements, and operational improvements.

• Coordinate user acceptance testing, release planning, and deployment activities to ensure successful implementation of technology solutions.

• Provide executive-level support as required, including support for senior leadership, board meetings, and other high-profile corporate events.

Who You Are:

• A university degree in a related field or a two-year technical diploma combined with 4+ years of directly related experience. For candidates who do not possess a university degree or diploma, an additional 3-years of related experience is required (total of 7+ years).

• Demonstrated experience supporting IT operations, service delivery, systems implementation, project coordination, and demand management initiatives.

• Strong technical troubleshooting and problem-solving skills, with a proven ability to identify root causes, improve processes, and implement sustainable solutions.

• Excellent relationship-building, communication, and stakeholder management skills, with the ability to work effectively across all levels of the organization.

• Experience working with senior leaders and executives, coupled with the ability to communicate technical concepts clearly to both technical and non-technical audiences.

• Strong analytical, organizational, and prioritization skills with the ability to manage multiple competing