Careers

As an innovative engineering design company that provides services to the electric utility industry, ZE Power Engineering thrives from having a diversified team with specialized expertise and skills. If you are looking for new opportunities and challenges, we invite you to tap into your career potential at ZE Power Engineering. In addition to skills and experience, we value individuals who have extra qualities – such as drive, ambition, and innovation – that set them apart from the rest. Browse through our current openings below to find a job that best suits your skills and interests. ZE is always looking for talented individuals. If there are no specific positions posted currently that suit your experience but you are still interested in developing your career path with ZE, feel free to make a general application to zepecareers@ze.com .com to discuss your prospective career with us further.

As an award-winning global leader in enterprise data management and analysis software, ZE thrives due to the contributions from a collaborative team with diverse backgrounds, expertise, and skills. If you are looking for new opportunities and challenges, we invite you to tap into your career potential at ZE. In addition to skills and experience, we value individuals who have extra qualities – such as drive, ambition, and innovation – that set them apart from the rest. Browse through our current openings below to find a job that best suits your skills and interests.

ZE is always looking for talented individuals. If there are no specific positions posted currently that suit your experience but you are still interested in developing your career path with ZE, feel free to make a general application by clicking here.

Apply Apply Now!

Client Services Analyst



Location: Richmond, BC
Department: Business Solutions
Posted: 07-31-2019
Location Name: ZEPG Head Office
Wage: Depends on Experience
Position Type: Full Time
Shift: Day Shift

The Opportunity

ZE PowerGroup Inc. (ZE) is a global leader in the development of enterprise data management and analysis software. We design and develop ZEMA, a sophisticated suite of products that provides clients with powerful capabilities for data collection, process automation, and business intelligence through web-based analytical tools, services, and dashboards. We work with world-class companies in energy, commodities, and finance to serve users in trade, risk management, and IT. Our head office is in Vancouver, BC, Canada, and we have operations in Calgary, Houston, Raleigh, London, and Singapore.

Key Responsibilities

  • Assists in critical task management during the onboarding of Managed and Hosted clients (MHS), from initial implementation / project stage to live operational environment; Initiates and oversees the decommissioning of clients
  • Hosts scheduled service delivery review meetings with the clients, showing active issue progress, reviewing Service Level Agreement (SLA) performance, and reviewing overall performance to improve the trends
  • Reviews or maybe oversees the open tickets and provide support to help meeting the SLAs and escalates, if required
  • Understands client's business use case of ZEMA and can effectively research and provide recommendations for improvements, identify upsell opportunities, and ensures compliance of the best practices for the contracted ZE services
  • Collaborates with the clients in support of their progress of user adoption and roadmap of where they like to be in 3 months, 6 months, 1 year, etc. Seek internal direction to provide recommendations back to the client
  • Collaborates with internal teams as customers advocate and liaison, articulating outstanding issues and ensuring solutions to client issues are met as per the SLAs
  • Maintains accurate records and details of all assigned clients, including all interactions with ZE PowerGroup via CRM / Confluence / Ivanti / Fusion / Jira tools
  • Client Coordination and Internal Communication planning for:
    *DM Update Requests
    *Scheduled Outage Notifications
    *Application Changes
    *ZEMA Upgrades
    *Patch Release
  • Effectively manages client's escalations; sets client's expectations and manages regular communication with the client and internal teams
  • Can act as a Client Services Analyst backup for any MHS clients, demonstrates an understanding of those clients and can provide seamless support to the client
  • Can take on additional assigned tasks in support of the Client Services team, to help drive improvements and efficiencies
  • Can provide basic ZEMA usage training to clients
  • Can be a mentor for Junior Client Services Analysts, plus training to the new hires on some topics
  • Assists fulfillment of the tasks designated by the senior team members
  • Assists process improvements to enhance customer service experience
  • Fills in temporarily for CSA's absence to drive the open / scheduled tasks to a successful completion

Ideal Candidate

  • Diploma or Degree in Business, Commerce, Economics, Mathematics, Science, or Computer Science or related work experience
  • 1-3 years’ experience in technical client facing role
  • Experience directly working with clients to document solutions/requirements and building relationships with clients to improve services
  • Demonstrated ability of working with various IT teams, business, and project groups to solve client issues
  • Excellent verbal and written communication skills in English is required
  • Aptitude for innovation and ability to quickly learn new technologies / software systems
  • Be willing and available to travel (up to 15% of the time)
  • Proficiency in Business Intelligence tools (Tableau, SpotFire, Power BI, etc.) preferred

About Us

With a dynamic corporate culture and supportive management team, a career at ZE is what you make of it. Our environment is defined by the people that work in our company. We stress a balanced approach to work and healthy living. We have a games area as well as onsite Yoga. Our head office is located conveniently next to the Richmond Middle Arm waterfront trail, Olympic Oval, and Steve Nash Fitness club. ZE offers excellent career development opportunities along with a competitive compensation and benefits package. If you are the kind of person who takes initiative, has a positive attitude, and wants to make an impact, then we want to hear from you.