Business Analyst-Solution Center Lead

Organizational Statement Enbridge Energy Company, Inc, a leader in crude and natural gas transportation, gathering, and processing is currently seeking a Solution Center Lead for our location in Houston,TX. This person is responsible for leading and supporting a team of Solution Center analysts that are providing 1st level support and services for Enbridge. The Solution Center Lead is responsible for identifying and analyzing deficiencies and opportunities to maximize the effective use of the supported Enbridge services. Responsible for scheduling support in a 24 x 7 on-call support rotation.Responsibilities ¿The operation of the Solution Center and the Solution Center portions of the Service Request Management, Incident Management and Problem Management process Workload leveling¿ Maintaining the Solution Center schedule¿ First level support for internal users¿ Managing escalations¿ Handling major incidents¿ Reporting for Solution Center metrics¿ Facilitating communication between other Service Management processes and customers as the Solution Center is the Single Point of Contact (SPOC) for IT services¿ Mentoring and coaching of Solution Center team members and other members of the IT department¿ Responsible for the coordination and monitoring of the daily activities of the Solution Center team members within the Incident Management Process¿ Oversees the development of knowledge bases and frequently asked question resources¿ Monitors customer satisfaction to ensure a high level of customer retention¿ Owns the Customer Complaint process¿ Manages the formal escalation process and act as a point of escalation for unresolved issues to provide the appropriate level of support for each customer¿ Holds staff accountable for following processes and procedures¿ Holds staff accountable for process failures¿ Provide project-related tasks as instructed by Service Management; examples include: new implementations, process definitions, customer upgrades, infrastructure upgrades¿ Supports the Solution Center Analysts with specialist skills and knowledge of a particular area like technical or business related¿ Coordinates with second level and third party support groups¿ Identifies Major Incidents and involves Problem Management: Consulted for incident matching and identification of problems; consulted for setting up initial priority and category for problems; informed on identification of CI/Assets at fault and suggested workarounds; informed on service level breaches; informed on successful closure of known error records; informed on knowledge base updates¿ The Solution Center Lead will update the outgoing message of the IVR system to advise incoming callers of the Major Incident record number and a short description. The outgoing message will be updated periodically as more information is available.¿ Produces the Solution Center operational and management reports for management information and metrics derived from the goals and objectives as set up by the Manager of Information Services.¿ Produces metrics to validate the Incident Management process and develops insight into IT Service related issues with the Enbridge GT Infrastructure¿ Reports any issues, concerns and modifications required within the Incident Management, Service Request Management and Problem Management processes to the process owner (i.e., the Manager of Information Services).¿ Recommends skill set improvements for the Solution Center Analysts.¿ Responsible for maintaining accurate and timely incident updates in the support tool, informing clients, vendors and the Solution Center as required, while the incident resides within their section.¿ Responsible for ensuring monitoring of incidents from beginning to end and report any service level deficiencies.¿ Responsible for ensuring that staff within their section performs configuration item verification as they relate to open incidents during their day-to-day activities.¿ Must be informed and on occasion, consulted in regards to changes, conflicts, procedures, work instructions and the development of metrics for the process. This also includes any customer service related issues such as commendations, complaints, escalations, status updates.¿ Regular internal or external audits on the incident process and service requests along with a process control review will be scheduled and will require input from the Solution Center Lead.¿ The Solution Center Lead and Incident Owner (Manager Information Services) are required to establish and implement methods of improving customer service.¿ Participate in the Change Advisory Board (CAB) as required.Qualifications ¿ In depth knowledge of Microsoft Window operating systems, Microsoft Office Suites (XP, 2003, 2007), Microsoft Outlook, LANS, WANS, PCs, HP Radia¿ In depth experience of using the BMC Remedy ITSM system¿ Desired certifications include: ITIL Foundation, ITIL Practitioner Support and Restore, Help Desk Institute Support Center Team Lead or Manager¿ In depth experience and knowledge of Incident Management, Request Fulfillment and Problem Management processes and the support of the Change Management process¿ Knowledge of Windows Active Director and UMDS¿ Experience of defining Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs) ¿ University degree Computer Science or a related discipline.¿ Minimum 6+ years experience in requirements and workflow development.¿ Previous leadership and team coordination experience with Incident Management in a Service Desk environment.¿ Strong knowledge of Project Management Methodology.¿ Prefer gas pipeline industry experience. ¿ Good communication skills and enterprise perspective.¿ Strong understanding of information technology and its application to solving business problems. ¿ Comfort in a dynamic environment.Equal Employment Opportunity We appreciate your interest in Enbridge Energy Company, Inc. However, only those applicants selected for interviews will be contacted.Enbridge is an equal opportunity employer.Enbridge Energy Company, Inc. is not currently accepting unsolicited resumes from search firms. Regardless of past practice,all resumes submitted by search firms to any employee at Enbridge Energy Company, Inc. via-email, the Internet or directly to hiring managers at Enbridge Energy Company, Inc. in any form without a valid written agreement in place for that specific position will be deemed the sole property of Enbridge Energy Company, Inc. As a result, no fee will be paid in the event the candidate is hired by Enbridge Energy Company, Inc. Contact Information Human Resources Recruitingwww.enbridgeus.com Contact Information Human Resources Enbridge Gas Distribution Human Resources Recruiting