Sr Analyst Digital Process Automation
Role details
Job location
Tech stack
Job description
- Partner with technical teams and Customer Care SMEs to build and implement AI and RPA solutions that streamline workflows and boost operational efficiency.
- Monitor the efficiency of AI and RPA tools and make recommendations for continuous improvement strategies.
- Advocate for an optimized customer experience embedded into the delivery.
- Work alongside business SMEs and the Enterprise RPA and AI Support team to uncover automation opportunities.
- Develop projected business benefit analysis for idea assessment and approval, including return on investment and efficiency metrics.
- Work with SMEs and technical teams to develop a detailed end-to-end understanding of processes targeted for automation and generate detailed process documentation.
- Align project scope and Product Definition Document (PDD or equivalent experience) with collaborators.
- Build, develop, and test RPA and AI workflows using Enbridge approved platforms.
- Conduct UAT testing, troubleshoot issues, and ensure successful deployment of solutions.
- Monitor and maintain AI processes and RPAs following the release and initiate change requests for continual improvement.
- Define and track automation performance metrics.
- Identify and detail guidelines for long-term AI and RPA adoption, ensuring alignment with privacy, governance, security standards, and regulatory requirements.
- Communicate effectively with collaborators throughout the project lifecycle to ensure continued alignment between business goals and automation initiatives.
- Represent customers' best interests by advocating for strong customer experience principles on all projects.
Requirements
- Possess a related university degree with 2+ years' experience in Operations Management, Computer Science, Business Analytics, or Customer Care OR 4+ years of previous field operations experience. An equivalent mix of formal education and experience may also be considered.
- Experienced in Customer Care Operations process analysis and process improvement.
- Proficient with SAP S/4 HANA, Customer Information Systems (CIS), and Maximo.
- Skilled with leading RPA platforms such as UiPath, Automation Anywhere, or Blue Prism.
- Effective at identifying solutions and attentive to detail.
- Excellent communication skills and strong client/customer service abilities.
- Proven proficiency with Microsoft Office Suite, including SharePoint, Outlook, Word, and PowerPoint.
Preferred:
- Certification in RPA tools or process improvement methodologies.
- Knowledge of regulatory requirements governing company activities.
- Familiarity with API integration and basic scripting languages (e.g., Python, VB.NET) is an asset.
Working Conditions:
- Operate primarily in an office environment.
- Travel across both Canada and the US as required.
Physical Requirements include but are not limited to:
Grasping, kneeling, light - moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement and the ability to work in tight spaces.
Mental Requirements (Both Field & Office) include but are not limited to:
Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, organize thoughts and ideas into understandable terminology, organize and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone.
Benefits & conditions
Salary Range: $65,800 - 85,000 USD*
*Internal applicants may refer to applicable compensation policies. Salaries are determined based on education, experience, certifications and skills.
Pension and Benefits Overview:
- A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance and disability
- A paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event
- Valuable retirement savings plans, including a savings plan with company stock as an investment option
- Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays
- An Employee and Family Assistance Program
- A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social and financial well-being
- Enbridge's FlexWork (hybrid work model) offers eligible employees the option to work from home on Wednesdays and Fridays, opt for a compressed workweek schedule, and have flexible start and end times. Role requirements determine your eligibility for each option.
Due to our ongoing integration with Dominion Energy, certain positions may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.
At this time, Enbridge cannot transfer or sponsor a work visa or employment authorization for this position.
