Position Title:
Business Process Analyst - Customer Services
Employment Status: Full Time Term
Category: UUWA
Location: Calgary, Alberta
Closing Date: 4/26/2019 12:00:00 AM


Note: This is a two year term position. Headquartered in Calgary, with offices in Edmonton, Red Deer and Lethbridge, AltaLink is Alberta's largest electricity transmission provider. Owned by Berkshire Hathaway Energy, AltaLink is part of a global group of companies that delivers sustainable electricity and utility services to customers worldwide. At AltaLink, we do everything in our power to attract and keep top-notch professionals. We are proud of our collaborative culture, expertise and world-class safety record. We offer work with meaning, incredible opportunities for development, work life balance and opportunities to contribute to your community. Join our team! The Business Process Analyst reports to the Director, Customer Service at AltaLink. The Business Process Analyst will be accountable for administration of AltaLink’s customer survey, financial reporting and data management tool(s). The role requires strong organization, quantitative and data manipulation skills, and the ability to coordinate action at various levels within both AltaLink and vendor organizations.


The responsibilities of this role are:

  • Support business planning processes for the Customer Service department.
  • Support leadership with management reporting as required including data management, monitoring, extraction and manipulation and graphical representations.
  • Work with leadership and the Senior Business Process Analyst on Executive requests for analysis to support AltaLink’s business, customer strategy and reputation management initiatives. (A) Financial modelling, analysis and reporting
  • Monthly and quarterly modelling and reporting of KPIs for customer funded projects including; customer contribution forecasting, customer funding adequacy and reconciliation of data.
  • Work with customer service and other functions within AltaLink to analyze processes and make improvements as required. (B) Customer Service Database administrator (training provided)
  • Act as administrator for Customer Service’s workflow management/database system (Salesforce.com).
  • Design reports and perform data extracts; train and mentor other users. (C) Scorecard Management
  • Coordinate data entry and review processes related to monthly reporting.
  • Ensure scorecards are updated and distributed as required. (D) Support execution of AltaLink’s customer survey process
  • Managing and enhancing AltaLink’s customer survey processes for all customer segments.
  • Monthly and quarterly reporting of customer survey results.
  • Quarterly updates to the slide deck and joint facilitation of the Customer Leadership Meeting to review AltaLink’s survey results and customer initiative status.
  • Reporting on corporate or customer related key performance metrics.

  • Qualifications

  • A bachelor’s degree in business administration or a related technical field.
  • Experience in business process and analysis an asset.
  • Proven ability/experience in the above noted responsibilities.
  • Demonstrated experience in data analysis, modelling and reporting.
  • Superior computer skills; including MS Office programs with Excel modeling and graphing, data manipulation and data management. Database administration experience an asset.
  • Track record of thought leadership in cross-functional teams with ability to raise and resolve issues. A solid understanding of systems thinking and the impact of improvement initiatives on people and technology.
  • Attention to detail, commitment to deadlines and a demonstrated positive and proactive approach; must be prepared to be flexible in the work performed.
  • Excellent interpersonal communication, collaboration and teamwork abilities.
  • Strong written and verbal communication skills for a broad audience, including internal business partners and leadership.
  • Proven track record of good attendance and performance. Notes: AltaLink employees should be aware that we may contact your manager during the selection process. Please note, some positions may require job specific assessments, regular criminal record checks, additional AltaLink training, medical assessments, annual drivers abstracts, and drug tests. Please contact the Hiring Manager or Recruiter for further clarification if required.

  • Only the candidates being considered for an interview will be contacted.