Business Analyst

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.