*Hybrid Contract Opportunity*
Lighthouse Technology Services is partnering with our client to fill their Continuous Improvement Analyst position! This is an 6+ month contract opportunity for hybrid work environment of 2-3 days per week in their Edmonton or Calgary office. This role will be a T4 employee of Lighthouse Technology Services.
Position Overview:
You will play a crucial role in enhancing operational efficiency and driving process improvements within the Customer Care, Retention and Inbound Sales Organization. Your responsibilities will span across project management and business analysis, ensuring we optimize our processes and achieve sustainable results. The successful candidate must demonstrate an aptitude for managing change initiatives that involve collaboratively working with various functional groups including Customer Care & Retention, Go to Market, Information Technology, Back Office Operations (invoicing, credit, collections, remittance), Mid Office (Customer Escalations and complex cases), Digital, Marketing, Legal and Regulatory. In addition, the analyst must monitor the effectiveness of business processes, conduct analysis, make recommendations, document processes, communicate those processes to the organization, and coordinate implementation for system and process improvements.
What You'll Be Doing:
Writing Business Cases
- Developing compelling business cases for process improvement initiatives
- Articulate the rationale, benefits, and expected outcomes of the proposed changes.
- Analyze cost-benefit ratios and present persuasive arguments to management.
- Align business cases with strategic objectives.
Project Management
- Manage small to mid-size change initiatives in the Customer Care organization through coordination with key business and information technology teams.
- Lead cross-functional improvement projects from initiation to completion.
- Define scope, objectives, and success criteria.
- Develop project plans.
- Managing stakeholder approvals, communications and engagement
- Monitor project progress, identifying risks and implementing mitigation strategies.
- Facilitating project meetings, track milestones, and report on project status.
Business Analysis
- Analyze existing processes to identify pain points and areas of enhancement.
- Gather requirements from stakeholders and translate them into actionable solutions.
- Conduct process mapping, gap analysis and root cause analysis.
- Propose process improvement, cost-saving measures that balance efficiency enhancements without sacrificing customer service.
- Prepare quality business requirements or user stories, and functional design documentation for requested changes.
- Collaborate with IT teams to implement technology solutions that align with business needs.
- Perform and document testing for system and process changes.
- Ensure compliance within Alberta Utilities Commission regulations.
- Coordinate with the Training group to deliver training to all Customer Care Representatives (CCRs), Supervisors, and Management, as applicable.
What You'll Need to Have:
- Education: Minimum of a two-year diploma program plus relevant work experience
- Experience: 5 years of experience in business analysis, business process modeling and project delivery with a focus on call center, customer services and/or back-office business systems.
- The ideal candidate will have a broad range of experience within several functions including technology design and implementation, business process development, training and performance management, and workforce management analysis.
- PMP, CBAP, or similar certifications are advantageous.
- Excellent grasp of project management lifecycle – waterfall and agile.
- Strong MS Office (Word, Excel, PowerPoint, Teams) and Project Management tool (Smartsheet, JIRA, MS Project) skills.
- Strong leadership skills.
Pay Range: $73-$83/hr CAD
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