Customer Service It Advisor

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Providing clean electricity to 4 million customers takes a diverse workforce and that’s where you come
In. We need your talent to help us build major projects to meet growing demand. To help our
Customers find clean energy solutions for their homes and businesses and to be ready to respond
During storms and outages to keep our system reliable.
Working for BC Hydro is meaningful. And now, the stakes have been raised as we work towards a
Solution to climate change while safely providing clean, affordable electricity to our customers.
We offer a healthy work life balance, training opportunities and career progression. We're proud to be
Ranked as one of B.C.'s Top Employers and one of Canada's Best Diversity Employers. Join us as we
Build an even cleaner B.C.
**JOB DESCRIPTION**
**Duties**:
- The Customer Service IT Advisor is a key member of the Customer Business Solutions and
- Services (BSS) Team. This position will reside in BSS and will work closely with stakeholders from
- Technology and the Customer Service group to understand their needs and recommend
- technology-based solutions that improve efficiency, customer satisfaction, and overall- Electrification Initiatives etc.) This role requires good communication and strong interpersonal
- skills to provide guidance to a support team and liaises with both Technology and Business
- stakeholders.
- The core elements of the Customer Service IT Advisor include the following:
- Leadership role in project teams and working with stakeholders to develop and implement
Technology-based solutions, ensuring they meet business requirements and are delivered on time
- and within budget.- Develop and maintain strong relationships with stakeholders to ensure the technology solutions
Being delivered meet their needs.- Conduct in-depth analysis of business and technology processes, identifying opportunities for
Improvement and making recommendations for automation, process streamlining, and technology
- integration.- Provide functional and operational technology support to Customer Service business users and- Analyze complex data and provide actionable insights to support decision-making.
- Collaborate with cross-functional teams and stakeholders to evaluate the impact of technology
- initiatives on the organization and its customers.- Continuously monitor and evaluate the effectiveness of technology solutions, making
Recommendations for improvement as needed.- Stay current with the latest technology trends and advancements and make recommendations
For incorporating them into BC Hydro's operations.- Initiate and provide oversight for work programs and capital project as required for the
- in transition to operations of any scope created as part of a capital work program/project.- Develop functional requirements for highly complex and medium scope problems.
- Plan/Initiate Technology improvement opportunities in Customer Service.
- Work with the BC Hydro Vendor Management team to provide support and direction on contract
Management.**Qualifications**:
***
- A level of education, training, and experience equivalent to a Bachelor’s Degree in a relevant
Discipline (such as Computer Science or Business Administration) or related experience in a large
- enterprise environment.- 5+ years experience in supporting Contact Centre Technologies (e.G., Genesys on-premise
Software or cloud, NICE Workforce Management, Google Dialogflow or similar technologies).- Proven experience leading project teams and delivering technology solutions on-time and within
Budget.Limited to architecture, infrastructure, design, and implementation.- Ability to effectively communicate with business stakeholders and related teams to identify areas
Of opportunity, challenges and drive change.- Strong communication and facilitation skills, to proactively engage multiple internal/external
Stakeholder groups.- Ability to thrive in a fast-paced and complex environment.
- Self-starter with a high results orientation and the ability to make decisions quickly.
- Strong understanding of both technologies and business processes and ability to integrate
Technical and functional.- Self-starter with high results orientation and the ability to quickly make decisions.
- Demonstrated ability to manage multiple concurrent tasks with varying degrees of complexity.
- Proven ability to build effective relationships and manage stakeholder expectations.
- Excellent analytical and problem-solving skills.
- Ability to thrive in complex data management platform.
- Knowledge of Utilities, energy electrical concepts, smart meters, customer billing and/or GIS is
Considered an asset.
Java, Adobe Experience Manager, JavaScript, etc. is considered an asset.
- Proficiency in analytics and data visualization tools (e.G., Microsoft PowerBI, Tableau) is
Considered an asset.
**ADDITIONAL INFORMATION**
PN 2007889
We're always looking for exceptional people to bring new ideas,