Qureos Mentor

Just Energy

<div><div><b>IT Service Desk Analyst</b> <b>-</b> <b>(</b><b>251704117</b><b>)</b></div><div><b>
Description</b><div></div><p><b><br>
Job Title: </b>IT Service Desk Analyst</p><p><b>
Location: </b>Houston, TX (Hybrid)</p><p></p><p><b><br>
Who We Are</b></p><p>
Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is a subsidiary of IGS and is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, Tara Energy, and terrapass.</p><p><b>
Job Summary:</b></p><p>
The IT Service Desk Analyst is a proactive and detail-oriented professional responsible for providing Level I Help Desk support to global customers in a hybrid work environment. This role focuses on optimizing workflows, improving service desk processes, and participating in key projects such as ITSM/JIRA system implementations and automation initiatives. The analyst collaborates with cross-functional teams, analyzes support metrics, and contributes to continuous improvement efforts. Strong communication, documentation, and customer service skills are essential for ensuring high-quality support and successful adoption of new tools and technologies across the organization.</p><p>
</p><p><b>Responsibilities:</b></p><ul><li>
Provide Level I Help Desk support for global customers, ensuring timely resolution of incidents and service requests.</li><li>
Collaborate with teammates using the &ldquo;Buddy System&rdquo; to deliver optimized customer service and share best practices.</li><li>
Administer and support cloud services (Salesforce, CRM platforms, ISIGMA, ERCOT Certificate Management).</li><li>
Administer and support mobile devices (iPhone, Android, hotspot devices).</li><li>
Actively contributes to the implementation of new JIRA ticket system, including requirements gathering, workflow design, testing, and user training.</li><li>
Work closely with project teams to integrate new tools, processes, and technologies into the service desk environment.</li><li>
Manage asset inventory across all Just Energy locations and proactively coordinate with hardware vendors for shipment requirements.</li><li>
Develop and optimize support workflows to improve efficiency, reduce resolution times, and enhance the end-user experience.</li><li>
Monitor and analyze support metrics to identify trends, recommend process improvements, and support continuous service improvement initiatives.</li><li>
Create KPI reports, dashboards, PowerPoint presentations, and knowledge base articles on service desk performance.</li><li>
Manage and prioritize outstanding service issues, providing clear communications on progress.</li><li>
Serve as a liaison between end users, technical teams, and management to communicate updates and ensure project goals are achieved.</li><li>
Maintain SLA and service support levels above 95%.</li></ul><p><b>
</b></p><p><b>Requirements:</b></p><ul><li>
Working knowledge on Azure Devops tool, Active directory, Intune, SCCM and Apple MDM Management.</li><li>
Working knowledge of JIRA service Management or similar tool.</li><li>
Ability to work in high pressure environments following standard operating procedures and policies.</li><li>
Creative problem-solving skills.</li><li>
Excellent customer service and organizational skills to support executives, department heads, supervisors, administrative personnel, engineers, and staff.</li><li>
Ability to explain technical concepts and procedures to non-technical users.</li><li>
Strong time management, communication, interpersonal, and documentation skills.</li><li>
Must be able to work during prearranged shifts.</li><li>
Ability to lift up-to 30 pounds.</li></ul><p><b>
Education:</b></p><ul><li>
Computer Science degree preferred.</li><li>
General computer installation, maintenance, and repair experience, or an equivalent combination of education and experience sufficient to perform the essential duties.</li></ul></div><p></p><div><div><br>
</div></div><div><b>
Primary Location</b><b>:</b> US-TX-Houston</div><div><b>
Work Locations</b><b>:</b> TX-Hou-Westheimer 5251 Westheimer Road Suite 1000 Houston 77056</div><div><b>
Job</b><b>:</b> Information Technology</div><div><b>
Organization</b><b>:</b> US</div><div><b>
Schedule</b><b>:</b> Regular</div><div><b>
Shift</b><b>:</b> Standard</div><div><b>
Employee Status</b><b>:</b> Entry Level</div><div><b>
Job Type</b><b>:</b> Full-time</div><div><b>
Job Level</b><b>:</b> Day Job</div><div><b>
Travel</b><b>:</b> No</div></div>

IT Service Desk Analyst

<div><div><b>Business Analyst, Customer Experience</b> <b>-</b> <b>(</b><b>251704113</b><b>)</b></div><div><b>
Description</b><div></div><p><b><br>
Job Title:</b> Business Analyst &ndash; Customer Experience</p><p><b>
Location:</b> Mississauga, ON &ndash; Canada; Houston, TX &ndash; US</p><p><b>
About the Role:</b><br>
We are seeking a skilled <b>Business Analyst</b> to enhance our customer experience across multiple support channels, including IVR, customer portal, mobile app, and online chatbots. This role combines <b>strategic analysis, requirements management, and quality assurance</b> with change management and customer journey ownership to ensure initiatives are designed and delivered to meet business objectives and exceed customer expectations. Acting as a bridge between business stakeholders, technology teams, and <b>Customer Service (Care) teams</b>, you will ensure seamless execution of initiatives by aligning messaging across channels, identifying and resolving friction points, and managing end-to-end change - from requirements through testing to rollout.</p><p><b>
Key Responsibilities:</b></p><ul><li> <b>Journey Mapping &amp; Optimization: </b>Maintain and update customer journey maps across self-service channels (IVR, portal, mobile app, chatbot) to visualize touchpoints, identify friction, and guide optimization opportunities.</li><li> <b>Content Alignment &amp; Compliance: </b>Ensure self-service content is consistent across channels and fully aligned with legal, regulatory, and business requirements.</li><li> <b>Customer Experience Requirements Management:</b> Lead discovery sessions to capture CX requirements, document clear and testable specifications, and bridge stakeholders with delivery teams to ensure alignment with strategy.</li><li> <b>Change Management:</b> Own the change lifecycle from submission through deployment by managing requests, coordinating stakeholders, tracking timelines, and ensuring consistent, disruption-free execution across channels.</li><li> <b>Testing &amp; Quality Assurance Oversight:</b> Plan and execute user acceptance testing (UAT) for changes to validate accuracy, usability, and customer experience alignment.</li><li> <b>Rollout &amp; Communication:</b> Coordinate business readiness and manage rollout activities, including stakeholder and customer communications when changes impact processes or experiences.</li><li> <b>Cross-Functional Collaboration:</b> Act as a liaison between the Customer Experience team, Operations, IT, and <b>Customer Service (Care), </b>facilitating workshops and driving resolution of complex issues.</li><li> <b>Performance Monitoring &amp; Insights:</b> Analyze system and process performance data to identify trends, risks, and opportunities, and recommend improvements to optimize self-service experience.</li><li> <b>Standards &amp; Governance:</b> Ensure all initiatives adhere to organizational standards, best practices, and regulatory requirements, contributing to a consistent and compliant experience.</li></ul><p><b>
Qualifications:</b></p><ul><li>
3&ndash;5+ years of experience in business analysis, customer experience, or related roles within CRM, digital self-serve, or technology-driven environments.</li><li>
Demonstrated experience in requirements gathering, process documentation, change management, leading user acceptance testing (UAT).</li><li>
Familiarity working with self-service and multi-channel support platforms (IVR, portal, mobile app, chatbots) preferred.</li><li>
Excellent stakeholder management, collaboration, and communication skills, with the ability to align cross-functional teams and facilitate workshops</li><li>
Strong analytical and problem-solving abilities, with keen attention to detail, quality standards, and compliance requirements.</li><li>
Able to execute duties with minimum supervision in a fast-paced, deadline-driven, monitored environment.</li></ul><p></p><p><b><br>
Why Join Us:</b><br>
This role offers the opportunity to shape <b>customer experience across multiple digital and voice channels</b>, ensuring technology solutions and processes meet business objectives. You&rsquo;ll influence strategy, drive operational excellence, and deliver measurable improvements in <b>Customer Experience</b>.</p></div><p></p><div><div><br>
</div></div><div><b>
Primary Location</b><b>:</b> US-TX-Houston</div><div><b>
Other Locations</b><b>:</b> US-TX-Houston</div><div><b>
Work Locations</b><b>:</b> TX-Hou-Westheimer 5251 Westheimer Road Suite 1000 Houston 77056</div><div><b>
Job</b><b>:</b> Finance &amp; Accounting</div><div><b>
Organization</b><b>:</b> US</div><div><b>
Schedule</b><b>:</b> Regular</div><div><b>
Shift</b><b>:</b> Standard</div><div><b>
Employee Status</b><b>:</b> Non-Management</div><div><b>
Job Type</b><b>:</b> Full-time</div><div><b>
Job Level</b><b>:</b> Day Job</div><div><b>
Travel</b><b>:</b> No</div></div>

Business Analyst, Customer Experience

Join Just Energy and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Just Energy

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IT Service Desk Analyst

Business Analyst, Customer Experience