REPORTING AND ANALYTICS SPECIALIST

WINNIPEG, MB

• Competitive salary and benefits package.
• Defined-benefit pension plan.
• Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life and community.
• Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2 week period), depending on nature of work, operational requirements and work location.

• Develop and maintain reports, dashboards, and other analytical tools to support business decision-making, with an emphasis on automation, using data and reporting tools like Power BI, Power Automate, and other Microsoft tools.
• Analyze data to identify trends, patterns, and provide insights to divisional stakeholders that inform business strategy process improvements.
• Develop and maintain performance scorecards (individual, departmental, and divisional) to assist with coaching and performance management to achieve Service Level (SL) and Key Performance Indicator (KPI) targets.
• Collaborate with cross-functional teams to gather and synthesize data from various sources and systems – including customer information systems (e.g., Banner), contact handling technology (e.g., Genesys), and other enterprise systems (e.g., SAP).
• Prepare reports and data analysis for use by external groups (e.g., General Rate Application, Executive Committee, and Public Utilities Board)
• Identify and respond to opportunities that mitigate arrears escalation by developing reactive and proactive strategies.
• Develop and implement data quality and governance practices to ensure accuracy and consistency of data sources and uses.
• Design, implement, measure, and maintain robotic process automation (RPA) for Customer Care business processes to enhance customer experience and improve performance outcomes. 
• Assess Customer Care business processes for suitability for automation and follow Enterprise prioritization criteria frameworks to select and implement opportunities.
• Ensure that the automation solutions function as intended and meet the defined requirements by conducting functional testing and performance testing to validate the automation's accuracy, reliability, and efficiency.
• Works closely with the Reporting & Analytics team and other Operational Excellence teams to promote and support operational outcomes for Customer Care Division.
• Participate in the evaluation of complex business processes, identify pain-points, and opportunities for improvement, and make recommendations for process improvements and process automation.  
• Communicate findings and recommendations to stakeholders in a clear and concise manner.
• Stay up to date with industry trends, best practices and emerging technologies in process automation, data analytics and reporting through self-directed learning and industry research.
• Participate on cross-functional, cross-divisional process improvement teams and special projects.

• Completion of a four-year university degree in Business, Mathematics, Statistics, Computer Science, or relevant discipline from an institute of recognized standing, plus one year of related experience.
  OR
• Completion of a two-year diploma in a relevant discipline (e.g., Business, Mathematics, Statistics, Data Science, Machine Learning) from an institute of recognized standing, plus three years of directly related experience.
• Must have advanced knowledge of Microsoft Office software.
• Must be proficient in data analysis and tools such as Structured Query Language (SQL), R or Python, Excel, and Tableau.
• Highly skilled in statistical analysis. 
• Must have expert knowledge of Power BI and Power Automate.
• Must have knowledge and experience with data modelling and visualization, data warehousing, and data integration processes.
• Demonstrated analytical and problem-solving skills with the ability to understand complex systems and processes, identify opportunities for process improvement, develop and analyze alternative courses of action, and use data and insights to provide recommendations. 
• Demonstrated experience in continuous improvement methods (e.g., Six Sigma, Lean, etc.) and tools (e.g., A3, DMAIC, PDCA, Root Cause Analysis, etc.), and change management practices (e.g., Prosci, ADKAR) would be an asset.
• Ability to prepare and present complex issues and recommendations in a clear and concise manner both verbally and in writing to varied and cross-functional audiences.
• Strong attention to detail and ability to work independently and to manage multiple tasks with changing priorities.
• Excellent communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.
• Experience with customer information systems (e.g., Banner), customer relationship management (CRM) systems, contact handling technology (e.g., Genesys), and other enterprise systems (e.g., SAP) is an asset.
• Experience with Artificial Intelligence technologies is an asset.