Elexicon Energy is the fourth-largest municipally owned electricity distributor in Ontario. Our mission is to provide our customers with reliable, affordable energy services and to continuously improve to meet their needs, while ensuring the needs of our shareholders are met through sustainable growth.

WHY JOIN OUR TEAM?

At Elexicon Energy we believe in living and leading our values through our daily actions. Our people are passionate about what they do and are engaged in day-to-day operations, projects and initiatives to support Our Why of empowering the communities we serve and helping customers create the possibilities that energize their future. This is an exciting time to join our growing team as we develop the strategies and plans to support a new brand and vision for customer centricity and operational excellence

Reports to the Manager, Customer Analytics and Operational Reporting, the Business Process Analyst is responsible for assessing operational, process, and system-related issues across Customer Experience. The role evaluates business challenges, assists in identifying root causes, gathers and documents business requirements, and recommends solutions that enhance customer experience, operational efficiency, and employee effectiveness. Working closely with AMS and Customer Experience lines of business, the Business Process Analyst is responsible for issue resolution, translation of operational needs into actionable improvements while supporting the successful implementation of process and system changes.

Duties And Responsibilities

Operational Intake & Ticket Triaging

- Serve as the primary intake point for operational issues, process concerns, enhancement requests, and system-related challenges.




- Gather and analyze supporting evidence for completeness - including relevant screenshots, required data, and steps to recreate the issues from the business
- Assess requests and tickets based on business impact, customer impact, urgency, and risk.
- Monitor recurring issues and identify opportunities for permanent resolution (ie. coaching, process and/or system enhancement).

Business Analysis & Requirements

- Develop plans, identify and oversee activities for assigned projects based on pre-established goals or objectives.
- Gather, document, and validate business requirements for process improvements and system enhancements.
- Facilitate discussions with the business and AMS to understand business needs and operational challenges.
- Bridge operational and technology (AMS) teams by gathering business requirements, translating them into functional and technical specifications, and supporting the adoption of technology solutions within business processes.
- Assess the impacts of proposed changes on customers, employees, processes, and systems.

Root Cause Analysis & Process Improvement

- Investigate recurring operational issues and conduct root cause analysis.
- Analyze data, business processes, and operational trends to identify improvement opportunities.




- Develop current-state and proposed future-state process and workflow documentation.
- Identify and recommend solutions that reduce operational defects, improve customer outcomes, and increase efficiency.

Solution Implementation & Testing

- Support the business during testing activities for system enhancements and process changes.
- Validate solutions against documented business requirements.
- Coordinate stakeholder feedback and support business readiness activities.
- Assist with process updates, documentation, and knowledge transfer activities.

Reporting & Governance

- Analyze issue trends, operational metrics, and process performance.
- Develop reports and dashboards to support decision-making and operational governance.
- Track improvement initiatives, corrective actions, and realized benefits.
- Present findings and recommendations to management and business stakeholders.
- Other duties as required may be considered part of these responsibilities.

Key Skills & Qualifications

- Solid skills in mapping business processes with technical requirements
- Demonstrate strong analytical and problem-solving skills to assess operational, process, and system-related issues and identify root causes.
- Effectively manage both day-to-day operational support activities and proactive process improvement initiatives.
- Gather, document, and translate business and technical requirements into actionable solutions while bridging communication between business and technology teams.
- Leverage data, reporting, and trend analysis to identify risks, recurring issues, and opportunities to improve customer and operational outcomes.
- Develop and maintain process documentation, work

📌 Business Process Analyst (Ajax)
🏢 Elexicon Energy
📍 Ajax