Advisor, IT End User Services - Enbridge, Calgary, AB

AI Summary

This Advisor, IT End User Services role at Enbridge in Calgary, AB, focuses on ensuring high-quality end-user support services. The position involves overseeing managed service performance, driving continuous improvement in technology solutions, and managing business demand. A post-secondary degree in IT or a related field with 4+ years of progressive end-user support experience is required.

About the Opportunity at Enbridge

As an Advisor, IT End User Services at Enbridge in Calgary, you will play a pivotal role in bridging the gap between business partners, IT teams, and managed service providers. Your primary responsibility will be to ensure that end-user support services consistently meet operational expectations and established service standards. This involves a commitment to driving continuous improvement by meticulously analyzing existing support processes, identifying any service gaps, and then implementing standardized solutions designed to significantly enhance both efficiency and the overall user experience. You will actively support the full demand management lifecycle, which includes evaluating, prioritizing, documenting, and converting approved business demands into deliverable work packages. Collaboration with various stakeholders will be essential to define precise business requirements, user stories, acceptance criteria, and comprehensive testing plans, all to ensure the successful delivery of technology solutions. Furthermore, you will coordinate user acceptance testing, release planning, and deployment activities, ensuring a seamless implementation of new services and enhancements. This role also provides crucial backup executive support for senior leadership, Board of Directors meetings, annual meetings, and other high-profile corporate events, demonstrating the breadth of technology support required. Building and maintaining strong relationships across both business and technology teams will be key to improving demand throughput, optimizing resource utilization, and ultimately enhancing client satisfaction with Enbridge's services. You will also interface directly with Managed Service Providers to identify and close any gaps in executing support procedures, ensuring robust service delivery.

What You'll Bring to Enbridge

To excel in this Advisor, IT End User Services position, you will need a post-secondary degree or diploma in Information Technology, Telecommunications, or a closely related field. This academic background should be complemented by at least four years of progressive experience in end-user support within a medium to large enterprise environment, demonstrating your expertise in technology support. Strong technical troubleshooting capabilities are essential, coupled with a proven track record of driving process improvements, fostering operational excellence, and enhancing service delivery. You should have demonstrated experience in providing technology support to senior executives and managing the unique technology requirements for corporate meetings and special events. A solid understanding of demand management, project coordination, systems implementation, IT operations, and end-user technology support is critical for success. The ability to present effectively to a diverse range of stakeholders, including business engagement advisors, Directors, senior executives, and governance committees, is also a key requirement. Exceptional communication and relationship management skills are paramount, enabling you to engage stakeholders at all levels, from executives and directors to business partners and external vendors. You must possess the proven ability to balance competing priorities, manage multiple demands simultaneously, and make sound decisions in a fast-paced environment. As a collaborative team player, you will exhibit strong analytical, organizational, and leadership skills, capable of influencing positive outcomes and driving results even without direct authority. Furthermore, the role demands the capability to perform strategic analysis and planning, seeing the big picture while maintaining, analyzing, and reporting on a moderate and varied portfolio of demand.

Life at Enbridge in Calgary

Enbridge is committed to delivering safe, reliable energy while championing operational excellence, innovation, and business value through cutting-edge technology. This Advisor role is primarily office-based in Calgary, offering a dynamic work environment where workload, complexity, and time-sensitive priorities can vary based on business initiatives and operational needs. Enbridge provides a comprehensive and flexible benefits program, allowing employees to tailor coverage for health, dental, insurance, and disability to suit their family's needs. The company also supports new parents with generous paid maternity and parental leave benefits. Employees can participate in valuable retirement savings plans, including options with company stock. Paid time off, vacation, sick days, and personal days, along with paid holidays, contribute to a healthy work-life balance. Further support is available through an Employee and Family Assistance Program and a Wellness Program designed to enhance physical, mental, social, and financial well-being. Enbridge embraces a FlexWork hybrid model, offering eligible employees the option to work from home on Wednesdays and Fridays, opt for a compressed work week, or utilize flexible start and end times, depending on role requirements. Enbridge is an Equal Opportunity Employer, dedicated to inclusion and providing employment opportunities to all qualified individuals without discrimination.