Elexicon Energy is the fourth-largest municipally owned electricity distributor in Ontario. Our mission is to provide our customers with reliable, affordable energy services and to continuously improve to meet their needs, while ensuring the needs of our shareholders are met through sustainable growth.
WHY JOIN OUR TEAM?
At Elexicon Energy we believe in living and leading our values through our daily actions. Our people are passionate about what they do and are engaged in day-to-day operations, projects and initiatives to support Our Why of empowering the communities we serve and helping customers create the possibilities that energize their future. This is an exciting time to join our growing team as we develop the strategies and plans to support a new brand and vision for customer centricity and operational excellence!
Reports to the Manager, Customer Analytics and Operational Reporting, the Business Process Analyst is responsible for assessing operational, process, and system-related issues across Customer Experience. The role evaluates business challenges, assists in identifying root causes, gathers and documents business requirements, and recommends solutions that enhance customer experience, operational efficiency, and employee effectiveness. Working closely with AMS and Customer Experience lines of business, the Business Process Analyst is responsible for issue resolution, translation of operational needs into actionable improvements while supporting the successful implementation of process and system changes.
DUTIES AND RESPONSIBILITIES
Operational Intake & Ticket Triaging
- Serve as the primary intake point for operational issues, process concerns, enhancement requests, and system-related challenges.
- Gather and analyze supporting evidence for completeness - including relevant screenshots, required data, and steps to recreate the issues from the business
- Assess requests and tickets based on business impact, customer impact, urgency, and risk.
- Monitor recurring issues and identify opportunities for permanent resolution (ie. coaching, process and/or system enhancement).
Business Analysis & Requirements
- Develop plans, identify and oversee activities for assigned projects based on pre-established goals or objectives.
- Gather, document, and validate business requirements for process improvements and system enhancements.
- Facilitate discussions with the business and AMS to understand business needs and operational challenges.
- Bridge operational and technology (AMS) teams by gathering business requirements, translating them into functional and technical specifications, and supporting the adoption of technology solutions within business processes.
- Assess the impacts of proposed changes on customers, employees, processes, and systems.
Root Cause Analysis & Process Improvement
- Investigate recurring operational issues and conduct root cause analysis.
- Analyze data, business processes, and operational trends to identify improvement opportunities.
- Develop current-state and proposed future-state process and workflow documentation.
- Identify and recommend solutions that reduce operational defects, improve customer outcomes, and increase efficiency.
Solution Implementation & Testing
- Support the business during testing activities for system enhancements and process changes.
- Validate solutions against documented business requirements.
- Coordinate stakeholder feedback and support business readiness activities.
- Assist with process updates, documentation, and knowledge transfer activities.
Reporting & Governance
- Analyze issue trends, operational metrics, and process performance.
- Develop reports and dashboards to support decision-making and operational governance.
- Track improvement initiatives, corrective actions, and realized benefits.
- Present findings and recommendations to management and business stakeholders.
- Other duties as required may be considered part of these responsibilities.
KEY SKILLS & QUALIFICATIONS
- Strong skills in mapping business processes with technical requirements
- Demonstrate strong analytical and problem-solving skills to assess operational, process, and system-related issues and identify root causes.
- Effectively manage both day-to-day operational support activities and proactive process improvement initiatives.
- Gather, document, and translate business and technical requirements into actionable solutions while bridging communication between business and technology teams.
- Leverage data, reporting, and trend analysis to identify risks, recurring issues, and opportunities to improve customer and operational outcomes.
- Develop and maintain process documentation, workflows, business requirements, and operational procedures.
- Support the implementation of business and system changes through testing, validation, user engagement, and change support activities.
- Demonstrate a continuous improvement mindset by recommending and driving solutions that enhance customer experience, employee effectiveness, and operational efficiency.
- Ability to exercise independent judgment and perform duties with minimal supervision.
- Proficient in Microsoft Office applications (Microsoft Word, Excel, Outlook, Teams, Power Point, PowerBI).
- Demonstrated ability to work collaboratively across external, union and non-union teams.
MINIMUM REQUIREMENTS
- Post-secondary diploma or degree in business, information technology, or a related field, or equivalent combination of education and experience.
- 3+ years of experience in business analysis, process improvement, operational support, or customer experience operations.
- Experience gathering and documenting business and technical (SAP ISU) requirements
- Experience supporting projects, system enhancements, or process improvement initiatives.
- Advanced Excel, PowerPoint and Power BI skills.
- Python and SQL experience preferred.
- SAP experience strongly preferred, including exposure to SAP-ISU.
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Non-Union:
Compensation Package: $84,800,.00 - $106,000.00 CAD annually + Competitive Bonus + Benefits + OMERS Pension Plan
The above range reflects the reasonable estimate for the position at the time of posting. Within the range, hiring compensation will be determined based on relevant qualifications, experience, skillset, education/ training, and other organizational needs.
Note: This posting is for one (1) new position.
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Our Commitment to Diversity, Equity, Inclusion and Belonging:
Elexicon Energy embraces and celebrates our collective diversity. We are committed to fostering an inclusive, diverse and equitable workplace built on respect, support and collaboration.
Elexicon Energy is an equal opportunity employer. We value an inclusive and supportive workplace which truly reflects the diversity of the communities we serve. We welcome all individuals to apply and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, Indigenous/Métis status, or other legally protected status.
In accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act, 2005, accommodation is available upon request at any point during the recruitment process. If you require accommodation please email us at HR@elexiconenergy.com and we will work to meet your needs.
We thank all applicants; however, only those to be considered will be contacted.
