Business Analyst - Customer Operations

Your opportunity is here! Location: Edmonton, AB (Downtown) What We Offer:

- Competitive compensation and flexible benefits

- Employee share purchase plan

- Charitable donation matching

- Company-matched defined contribution pension plan

- Comprehensive Employee & Family Wellness Program

- A culture based on caring, integrity, agility, collaboration, and safety

About The Role

As a Business Analyst in the Customer Operations group, you will play a critical role in supporting the team through change management initiatives. You will implement business processes, procedures, and practices in addition to analyzing and managing team metrics. This role is ideal for someone who thrives on building collaborative solutions, enjoys analyzing data, and is passionate about leading change and developing talent in a dynamic environment.

What You Get to Do:

- Develop, implement, and manage a centralized SharePoint site that facilitates team collaboration, provides access to essential resources, and features intuitive navigation, document version control, and secure user access.

- Collaborate with stakeholders to define meaningful KPIs and ensure timely, accurate reporting.

- Develop and maintain team-level and individual performance dashboards using Power BI or equivalent tools.

- Analyze performance trends and provide insights to support operational decision-making.

- Create standardized documentation templates and establish a structured library for storing business-critical information.

- Implement an approval workflow to ensure accuracy, consistency, and compliance in documentation.

- Maintain and update documentation to reflect evolving business processes and practices.

- Create and manage upskilling plans and develop onboarding material to support continuous learning and career development.

- Identify, design, and implement efficient business processes, procedures, and tools to enhance operational effectiveness.

- Monitor existing practices and recommend improvements to ensure quality control and assurance.

- Facilitate cross-functional collaboration to align process changes with business goals.

- Act as a visible leader in supporting change initiatives across the Billing Operation, Business Support, and Call Centre teams.

- Provide guidance and support to team members during transitions, ensuring clear communication and engagement.

What You Bring:

- A Bachelor’s degree or diploma in Business Administration, related Information Technology diploma or equivalent combination of education and experience appropriate for this position.

- Minimum 5 years of related experience, preferably in a utility environment as business analyst, data analyst, or similar.

- Certification as a Business Analysis Professional (CBAP) or certification through the Project Management Institute as a Professional Business Analyst (PMI-PBA) is preferred.

- Proficient in Microsoft Office 365 Suite (i.e. SharePoint, Power BI, Excel, Word).

- Experience with documentation lifecycle, version control, and approval workflows. Understanding process mapping and continuous improvement methodologies such as Lean and Six Sigma.

- Proficient in creating dashboards, designing and maintaining data repositories, and developing performance reporting tools.

- Strong ability to interpret data, identify trends, and generate actionable insights.

- Demonstrated adaptability in a dynamic work environment with shifting priorities, skilled at handling multiple projects, prioritizing tasks, problem solving and meeting deadlines.

- Proven ability to work independently as well as collaboratively in a team setting, with experience initiating projects and supporting team members during transitions. Strong interpersonal skills to work across teams.

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.

ATCO Electric is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at www.atco.com. ATCO is proud to be an equal opportunity employer. Visit our website for more information.

ATCO is proud to be 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. Visit our website for more information.

In the spirit of reconciliation, we acknowledge the traditional territories and homelands on which many of our ATCO operations and facilities are located. We honour and respect the diverse history, languages, ceremonies, and culture of the Indigenous Peoples who call these areas home.

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