About the role
Senior Business Analyst – Utilities & Customer Operations Location: North, ON (2 days/week onsite)
Employment Type: Full-Time Permanent Our client is seeking a Senior Business Analyst to join their growing Digital Team, supporting customer operations and contact centre transformation initiatives. This is a newly created role focused on enhancing customer experience, business processes, reporting capabilities, and technology solutions within a large utilities environment. This position will work closely with business stakeholders, operations teams, and technology partners to deliver impactful projects related to customer service platforms, analytics, and digital transformation.
Responsibilities Partner with business stakeholders to gather, analyze, and document business requirements Support customer operations and contact centre initiatives through process improvement and business analysis Leverage data and reporting insights to identify trends, opportunities, and operational efficiencies Collaborate with cross-functional teams to drive technology-enabled business solutions Translate business needs into actionable recommendations and project deliverables Facilitate workshops, stakeholder meetings, and requirement-gathering sessions Support digital transformation projects involving customer engagement and operational systems Develop business cases, process flows, and functional documentation
Qualifications 5–7+ years of Business Analysis experience Experience working within the Utilities sector (electricity, gas, water, energy, etc.) Experience supporting Smart Meter, Meter-to-Cash, Meter Data Management, or related metering initiatives strongly preferred Strong client-facing and stakeholder management experience Hands-on experience with: Power BI (required) Genesys (required) Power Apps (nice to have) Proven ability to work with business and technology teams to deliver process improvements and digital solutions Strong analytical, communication, and problem-solving skills Key Requirements Utilities industry experience Smart Meter or Metering project experience Power BI expertise Genesys experience Strong stakeholder engagement and client-facing skills Interview Process Round 1: Talent Acquisition Round 2: Hiring Manager team panel Keywords: Senior Business Analyst, Business Analyst, Utilities, Energy, Smart Meter, Metering, Meter-to-Cash, Customer Operations, Contact Centre, Genesys, Power BI, Power Apps, Digital Transformation, Process Improvement, Stakeholder Management.
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About the role
Senior Business Analyst – Utilities & Customer Operations Location: North, ON (2 days/week onsite)
Employment Type: Full-Time Permanent Our client is seeking a Senior Business Analyst to join their growing Digital Team, supporting customer operations and contact centre transformation initiatives. This is a newly created role focused on enhancing customer experience, business processes, reporting capabilities, and technology solutions within a large utilities environment. This position will work closely with business stakeholders, operations teams, and technology partners to deliver impactful projects related to customer service platforms, analytics, and digital transformation.
Responsibilities Partner with business stakeholders to gather, analyze, and document business requirements Support customer operations and contact centre initiatives through process improvement and business analysis Leverage data and reporting insights to identify trends, opportunities, and operational efficiencies Collaborate with cross-functional teams to drive technology-enabled business solutions Translate business needs into actionable recommendations and project deliverables Facilitate workshops, stakeholder meetings, and requirement-gathering sessions Support digital transformation projects involving customer engagement and operational systems Develop business cases, process flows, and functional documentation
Qualifications 5–7+ years of Business Analysis experience Experience working within the Utilities sector (electricity, gas, water, energy, etc.) Experience supporting Smart Meter, Meter-to-Cash, Meter Data Management, or related metering initiatives strongly preferred Strong client-facing and stakeholder management experience Hands-on experience with: Power BI (required) Genesys (required) Power Apps (nice to have) Proven ability to work with business and technology teams to deliver process improvements and digital solutions Strong analytical, communication, and problem-solving skills Key Requirements Utilities industry experience Smart Meter or Metering project experience Power BI expertise Genesys experience Strong stakeholder engagement and client-facing skills Interview Process Round 1: Talent Acquisition Round 2: Hiring Manager team panel Keywords: Senior Business Analyst, Business Analyst, Utilities, Energy, Smart Meter, Metering, Meter-to-Cash, Customer Operations, Contact Centre, Genesys, Power BI, Power Apps, Digital Transformation, Process Improvement, Stakeholder Management.