Lead, SAP Functional Solutions (Utility Customer Service Operations)

Algonquin Power & Utilities Corp. (AQN), parent company of Liberty, is a diversified international generation, transmission, and distribution utility. AQN is committed to providing safe, reliable, and cost-effective energy and water solutions through our portfolio of utility investments to over one million customer connections, largely in the United States and Canada.

At Algonquin, our vision is to be the most trusted utility service provider in North America – a premium regulated utility, known for our customer focus, commitment to sustainability, and strong community partnerships. Our employees are at the heart of that vision. We believe that when people are empowered to learn, grow, and contribute their ideas, we can achieve remarkable results together.

We are building a culture that values integrity, inclusivity, and innovation. By joining Algonquin, you’ll be part of a team that is shaping the future of energy and water, while creating long-term value for our customers, communities, employees, and shareholders.

Purpose

The SAP Functional Lead serves as Liberty's SAP business process expert and trusted advisor, providing functional expertise and operational support across SAP-enabled business processes. The role is responsible for requirements clarification, business process analysis, audit and compliance support, data stewardship, solution review, and coordination between business stakeholders and application delivery teams. Working closely with Product Owners, business stakeholders, and application delivery teams, the SAP Functional Lead helps business areas understand SAP capabilities, evaluate process impacts, support testing and business readiness activities, resolve data and process-related issues, and ensure solutions align with business objectives, regulatory requirements, internal controls, and enterprise standards.

Accountabilities

Business Process & Functional Support

• Serve as the primary SAP functional subject matter expert for assigned business domains.
• Partner with business stakeholders to understand business processes, operational challenges, and system-related needs.
• Facilitate business process discussions and requirements clarification sessions.
• Help business teams identify SAP-enabled solutions when requirements or system capabilities are unclear.
• Translate business needs into functional requirements and document business process impacts.
• Review and validate business and functional requirements documentation.
• Provide guidance on SAP capabilities, standard functionality, business process best practices, and operational impacts.
• Identify opportunities for process simplification, standardization, automation, and improved user adoption.
• Act as a trusted advisor to business users regarding SAP-supported business processes.

Solution Review & Functional Advisory

• Review proposed solutions and provide functional expertise on business process impacts, risks, and considerations.
• Validate functional specifications, business requirements, and proposed process changes.
• Ensure proposed solutions align with Liberty business processes, controls, and operating procedures.
• Assess process, data, compliance, and operational impacts associated with proposed system changes.
• Participate in design workshops and solution reviews as the SAP functional subject matter expert.
• Support Product Owners and business stakeholders by providing functional input on enhancement requests and solution alternatives.
• Identify and communicate process, compliance, or operational risks to appropriate stakeholders.

Audit, Compliance & Controls

• Serve as a key functional resource for audit, regulatory, compliance, and control-related activities.
• Support internal audits, external audits, SOX, ITGC, and regulatory compliance initiatives.
• Coordinate the collection, validation, and explanation of SAP-related audit evidence.
• Explain SAP-enabled business processes, controls, and data flows to auditors and business stakeholders.
• Support periodic access reviews, segregation of duties reviews, and compliance activities.
• Assess process and control impacts of proposed system changes.
• Maintain business process, control, and compliance documentation.

Data Stewardship & Business Support

• Support business data requests, reporting needs, and information inquiries.
• Act as a liaison between business users, application support teams, and Data & Analytics teams.
• Help stakeholders understand business data definitions, reporting logic, and process impacts.
• Support investigation and root cause analysis of data quality, reconciliation, master data, and integration issues.
• Participate in master data governance and data quality initiatives.
• Identify upstream and downstream business process and data impacts.

Accountabilities Continued

Application Support & Stakeholder Coordination

• Collaborate with application support and delivery teams to resolve business process and functional issues.
• Review support recommendations and proposed solutions from a business process perspective.
• Facilitate communication between business stakeholders and technical support teams.
• Track and communicate status of functional issues, enhancements, and support requests as needed.
• Participate in operational review meetings and support continuous improvement initiatives.
• Escalate business process, compliance, or operational concerns when appropriate.

Testing & Business Readiness

• Support the development and review of business acceptance criteria for enhancements and projects.
• Coordinate business participation in User Acceptance Testing (UAT).
• Review test scenarios to ensure critical business processes and controls are adequately represented.
• Support issue triage and business impact assessment during testing activities.
• Assist business stakeholders and Product Owners in evaluating testing outcomes.
• Support implementation readiness, user training, communications, and business adoption activities.

Documentation & Knowledge Management

• Maintain business process documentation, process flows, work instructions, and operational procedures.
• Ensure documentation accurately reflects current business processes and SAP functionality.
• Maintain records of process changes, enhancements, and business decisions.
• Support knowledge transfer, training, and organizational change management activities.
• Develop business-facing reference materials, job aids, and process guidance documentation.

Education and Experience

• Bachelor's degree in Business Administration, Information Technology, Finance, Accounting, Supply Chain, Engineering, or a related discipline.
• Equivalent combination of education and relevant business process or ERP experience may be considered.
• 5+ years of experience supporting SAP-enabled business processes, ERP applications, or business systems.
• Experience serving as a functional subject matter expert supporting business stakeholders and cross-functional teams.
• Experience analyzing business processes, gathering and clarifying requirements, and translating business needs into functional requirements.
• Experience supporting application enhancements, process improvements, and business readiness activities.
• Experience supporting audit, compliance, regulatory, or internal control requirements.
• Experience supporting data analysis, reporting requests, reconciliation activities, or data governance initiatives.
• Experience collaborating with application support teams, implementation partners, or managed service providers preferred.
• Utility industry experience preferred.

Technical, Business Domain Experience

Experience supporting one or more of the following business domains and SAP solutions:

Finance & Asset Management

• SAP S/4HANA
• Finance (FI/CO)
• Asset Management
• Project Systems (PS)

Procurement & Supply Chain

• Materials Management (MM)
• SAP Ariba
• Vendor Management and Source-to-Pay processes

Customer Operations

• Customer Service and Billing processes
• SAP Customer Experience / C4C
• Customer Account and Service Management

Human Resources

• SAP SuccessFactors
• Workforce and Talent Management processes

Data & Analytics

• Master Data Governance (MDG)
• SAP Analytics Cloud (SAC)
• Enterprise Reporting and Analytics

Technical Skills

• Strong understanding of business processes and SAP functional capabilities.
• Ability to analyze business requirements and evaluate process impacts.
• Understanding of ERP integrations, interfaces, master data, and data flows.
• Knowledge of business process design, optimization, and continuous improvement methodologies.
• Experience supporting User Acceptance Testing (UAT), business readiness, and change adoption activities.
• Ability to interpret and explain business, process, and data impacts to technical and non-technical audiences.
• Experience with SAP S/4HANA, SAP Fiori, SAP Solution Manager, or similar ERP platforms preferred.
• Familiarity with Agile, Waterfall, and hybrid delivery methodologies.

Preferred Qualifications

• SAP certification or demonstrated functional expertise in a relevant business process area.
• Utility, energy, regulated industry, or critical infrastructure experience.
• Experience supporting SAP S/4HANA implementations, upgrades, or transformation initiatives.
• Experience supporting SOX, ITGC, regulatory, and compliance-related activities.
• Knowledge of reporting and analytics platforms such as SAP SAC, Power BI, Microsoft Fabric, or similar tools.
• Experience working in organizations utilizing third-party support providers or managed service delivery models.
• Experience supporting business process documentation, training, and organizational change initiatives.

Core Competencies

• SAP Functional Expertise
• Business Process Analysis
• Requirements Elicitation & Clarification
• Audit & Compliance Support
• Data Stewardship & Governance
• Stakeholder Relationship Management
• Communication & Facilitation Skills
• Problem Solving & Critical Thinking
• Business Process Improvement
• Change Management & User Adoption
• Collaboration & Teamwork
• Continuous Improvement Mindset

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business and as an employee team.

As the successful candidate

Our Mission

We provide safe, secure, reliable, cost-effective and sustainable energy and water solutions. Our mission is how we create value as an organization—it is what drives us every day to fulfill our purpose.

Our Vision

We better the lives of our customers and communities. Our vision is what we see as possible. It's where we aspire to be, what we want to achieve and how we'll make an impact. It guides and keeps us on the right path as we work towards fulfilling our purposes.

Our Guiding Principles

• Customer Centric
• Integrity
• Entrepreneurial
• Teamwork
• Owner mindset
• Outcome focused
• Continuous learning

What we offer

Collaborative environment with a genuine flexible working policy

401k Plan with matching

Share purchase/match plan

Leadership Development Program

Volunteer paid days off

Employee Assistance Program

Achievement fund

Free parking

Variety of Health & Wellness programs

Discount and Perks program

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.

We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents.

Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all our employees and expect each of our employees to honour this commitment in their daily responsibilities.