Operations Analyst

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, Hydro Solution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

Permanent, Full-Time

Reports to:

Manager, Billing Operations

Division:
Enercare Home and Commercial Services

Location:

Markham

Compensation: $47,403 - $78,215

The Operations Analyst provides advanced operational, billing, analytical, and project support within the Billing Operations team. This role is responsible for running Bill Cycles, ensuring billing accuracy, operational efficiency, and end-to-end exception management. The successful candidate will support and guide vendors, business partners and team members, oversee daily billing processes, and collaborate with project teams and developers to design, validate, and implement system enhancements including reporting and SQL query creation and management.

This role requires a strong understanding of billing systems, a solution-oriented mindset, and the ability to partner cross-functionally to drive continuous improvement and operational excellence.

• Support daily Billing Application activities, including workflow monitoring, inbox management, and operational support.
• Provide oversight and quality review of Billing team activities, offering guidance and escalating issues as appropriate.
• Contribute to cross-training, and act as a subject matter expert across billing systems especially for Northstar Billed accounts
• Create and maintain process documentation to ensure adherence to best practices and audit controls.

• Investigate and resolve escalations, payment discrepancies, and customer inquiries.
• Analyze billing and payment files to ensure accurate posting, compliance with controls, and timely resolution of exceptions.
• Conduct root‑cause analysis, implement solutions, and ensure corrective actions are applied to impacted accounts.
• Manage file transfers with internal and external partners, ensuring accuracy and data integrity.
• Develop and manage billing operational controls in collaboration with Analytics, Revenue Assurance, Billing, Offline teams, Training & Development, Collections, Marketing and vendors.
• Create ad hoc queries using SQL, PowerBI, and other tools to analyze billing trends and uncover system issues.
• Present recommendations to leadership on process enhancements, system improvements, and control gaps.
• Support project initiatives and lead components related to billing, system enhancements, and operational improvements.
• Contribute to ongoing improvements in training, quality assurance, and customer experience.
• Manage and validate file transfers between internal systems and external vendors to ensure data integrity.
• Support data migration and UAT functions as required.

• Work closely with Billing & Collections, Revenue Assurance, Training, Quality Assurance, and external vendors.
• Support production service levels and provide subject matter expertise for projects impacting billing or customer experience.
• Foster strong relationships across departments to ensure alignment and timely issue resolution.

• Experience with billing and revenue platforms such as Northstar, Zuora Billing and Zuora Revenue.
• BBA or equivalent post-secondary education.
• Minimum 3 years' experience in billing operations, financial analysis, or root‑cause focused systems work.
• Advanced proficiency in Microsoft Excel and Access; experience with PowerBI and SQL is an asset.
• Strong analytical, problem‑solving, and…