Senior Business Process Analyst

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer's homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people's careers.

Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Role: Senior Business Process Analyst
Status: Regular, Full Time
Reports to: Senior Manager, Business Process and Continuous Improvement
Division: Enercare Home Services
Location: Markham

Summary:
The Senior Process Analyst is responsible for analyzing current business processes to identify areas for improvement and developing and implementing optimized processes to enhance efficiency and productivity. They are responsible for identifying inefficiencies, bottlenecks and areas for improvement in the existing business processes. This involves thoroughly analyzing the current processes and identifying opportunities for optimization. As a Senior Process Analyst, the incumbent will work closely with resources within Operations and IT on strategic initiatives to define scope, facilitate business requirements and process documentation to effectively design and implement solutions and operating models. The responsibilities of the Senior business process analysts also involve conducting process audits and performance assessments to ensure the processes are effective. They also provide training and support to the team members with regard to the new technologies.

Responsibilities:

• Analyzing current business processes, workflows and procedures to identify areas for improvement.
• Facilitating meetings with organisational leadership and organising presentations as required
• Managing stakeholder relationships
• Providing leadership to teams and collaborating with senior management to manage resources
• Supporting the implementation of business solutions and analysing the benefits of those solutions
• Developing and implementing optimised processes and procedures to enhance efficiency, productivity and customer satisfaction.
• Able to learn and map based on developed expertise vs constantly relying on the SMEs.
• Ensure that analysis for all processes include people, systems and customer flows.
• Understand how to drive discussions with a decision based model
• Collaborating with stakeholders to design and execute process improvement initiatives aligned with organizational goals.
• Collaborate with stakeholders to understand business objectives, processes, and requirements, and translate them into clear and concise user stories, use cases, and functional specifications
• Conduct gap analysis to identify discrepancies between current state and desired future state; recommend process improvements using methodologies grounded in friction reduction, waste/lean efficiency or process optimization workflows, and work with stakeholders to develop solutions to address business needs and requirements
• Present process improvement points of view to stakeholders for decision alignment.
• Monitoring and evaluating the effectiveness of implemented process changes, measuring key performance indicators and making necessary adjustments for continuous improvement.
• Stay updated on industry trends, emerging technologies and process improvement methodologies.

• Conduct a thorough data analysis and process mapping to identify obstacles, inefficiencies and opportunities for improvement.
• Develop and implement relevant processes and technologies to optimise the organisation's internal operations.
• Assist in the development and implementation of new business processes and systems
• Collaborate with cross-functional teams to implement process changes, ensuring smooth transitions and minimal disruption to operations.
• Communicate with shareholders and stakeholders to ensure alignment on proposed changes.
• Monitor process audits and evaluate the effectiveness of implemented process changes, gathering feedback and making necessary adjustments.
• Create process documentation and guidelines, including standard operating procedures and workflow diagrams.
• Provide training and support to team members on new processes and best practices.

Requirements:

• BBA or equivalent post-secondary education
• 10+ years of experience in business process analysis and mapping or a related role supporting a contact centre/customer service environment.
• Proven ability 5+ years in process re-engineering, process mapping and customer journey mapping.
• PMP certification
• Utility Experience
• Strong analytical and problem-solving skills.
• Proficiency in process mapping and analysis tools and software (e.g., Visio, Excel, SQL, Tableau).
• Experience with process modeling and improvement methodologies (e.g., Six Sigma, Lean).
• Self-starter with strong interpersonal and conflict resolution skills
• Excellent written and oral communications skills
• Ability to quickly form relationships and interact effectively in a complex environment
• Strong desire to understand operations and root causes of issues
• Strong ability to multi task and work under tight timelines
• Strong organizational and time-management skills
• Strong presentation skills
• Ability to understand financial impacts and back-end billing environments
• Ability to prioritize deliverables and work with various people in all levels, including customers, to achieve personal and team objectives
• Flexibility to adapt to changing priorities
• Strong analytical experience
• Able to manage the demands, requirements and organization of a project
• Extensive experience handling multiple billing systems and exceptions management
• Superior working knowledge of Microsoft Applications such as Excel and Access
• Power BI, Advanced Excel

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare's recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant's accessibility needs due to disability and are available upon request.