Customer Experience Applications Business Systems Analyst

Customer Experience Applications Business Systems Analyst

Winnipeg, MB
Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers! We are a leader among energy companies in North America, recognized for providing highly reliable service and exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that champions safety, supports innovation, and delivers on our commitment to customer service - while actively fostering a diverse, equitable, and inclusive workplace reflective of the communities we serve.

Great Benefits

• Competitive salary and comprehensive benefits package.
• Defined-benefit pension plan for long-term financial security.
• Nine-day work cycle, typically resulting in every other Monday off to support a balanced approach to work, family life and community.

Position Overview

Under the general direction of the supervisor, you will lead business analysis and requirements modelling for a functional domain across integrated applications, primarily within the Customer Support Applications domain, including the Customer Information System (CIS). The role is responsible for leading end-to-end business analysis activities for CIS and related systems, including stakeholder requirements elicitation, functional documentation, configuration oversight, and coordination of system testing for moderately complex changes and upgrades.

You will be a key contributor to the transition from the existing CIS to a new system, supporting requirements definition, data and process alignment, and change readiness. The role provides consultative advice to business clients, mentors junior team members, and participates in the planning and execution of technology initiatives that enhance customer experience and operational effectiveness.

• May lead and perform configuration for moderately complex changes and enhancements; reviews work of junior analysts and ensures quality and compliance with established processes.
• May lead and perform requirements modelling (process maps, use case narratives, data flows); conducts walkthroughs for validation and sign-off.
• Mentors junior analysts by reviewing deliverables, sharing best practices, and providing feedback to support skill development.
• May lead and author comprehensive test plans; prepares test data/cases; coordinates and executes system and user acceptance testing.
• May lead and contribute to assigned work packages within IT software projects, upgrades, or initiatives; provides input into planning, design, and execution activities.
• May lead and perform consulting for complex requirements; analyzes options and advises on functional approaches that align with business objectives and technology standards.
• May lead and perform resolution of complex functional issues across integrated applications and interfaces; develops knowledge base articles and supports operational procedures.
• Partners with BI and analytics teams to design and validate advanced dashboards and reporting solutions; provides input on data models and ensures alignment with business processes.
• May lead and perform impact assessments for industry trends and system updates; recommends adoption strategies for assigned domains.
• May lead and perform day-to-day dealings with vendors for assigned systems; evaluates proposals, reviews deliverables, and provides recommendations to stakeholders.
• May lead and perform the development and delivery of end-user training for system changes and upgrades; coordinates training logistics and ensures materials meet business needs.
• Leverages enterprise tools including SAP, Service Now, Azure Dev Ops, and reporting platforms to lead analysis activities, coordinate testing, and support delivery of functional changes across assigned areas.
• Coordinates software maintenance and user licensing requirements across multiple systems; ensures compliance with corporate standards and vendor agreements.
• Plans and executes upgrades for supported solutions; performs critical steps, assesses impacts and ensures alignment with integration and security standards.
• Participates in the development of departmental strategies and plans; recommends initiatives to improve system performance and business processes.
• Plans and executes upgrades for supported solutions; performs critical steps, assesses impacts and ensures alignment with integration and security standards.

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO

• Demonstrates ability to support and enhance Customer Information Systems and related integrated applications, including understanding cross-system impacts, interfaces, and dependencies.
• Demonstrates ability to apply business analysis methods to complex work; able to lead the design and improvement of BA processes and mentor others in their application.
• Demonstrates ability to analyze complex information, resolve inconsistencies, lead modeling activities (process maps, data flows, use cases), and produce detailed functional…