Hydro One Networks Inc Looking for Senior Customer Service Analyst CSO at Markham, ON Full Time

45903 – Markham – Rotation – Up to 12 Months

Safety Comes First is a core value at Hydro One, and we remain committed to taking every reasonable precaution to ensure a respectful, safe and healthy working environment. Further to this commitment, we have adopted a COVID-19 Vaccination Policy to protect the health of our employees from the hazard of COVID-19. New employees will be required to declare their vaccination status to Hydro One. Employees who do not provide proof of vaccination status may not enter any 3rd party locations that require full vaccination (e.g. customer properties).

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

*NOTE* Hydro One introduced a Hybrid Work Pilot Project in 2022 for most office-based roles. Employees work in-office/on-site two days a week and remotely from home for three days a week. Hydro One is adding refreshed workspaces and technology to support these changes. Join us as we ‘trial & learn’ a new modern way of working and be a key driver of future state!

In office but with intention – a time for team and trust building, collaboration, and socialization. Please reach out to us to learn more!

General Accountabilities

• Accountable for leading and coordinating delivery of initiatives and sustainment support, directly and/or with other groups internal or external to Hydro One Networks.
• Conduct, business and regulatory impact assessments and other business studies to address transmission/distribution customer needs; analyze problems, develop alternatives and preferred solutions.
• Lead the development of business requirements and prepare, processes, business standards, procedures or methods related to the management of Networks relationship with its customers.
• Develop and review solution designs, test strategies and plans including specifications to confirm optimum solution and adherence to business requirements.
• Represent the unit on discussion with customers, stakeholders, regulatory authorities and regulatory working groups.
• Focus on Billing, MyAccount, FICA and Collections

Specific Accountabilities

• Lead in managing various customer-related initiatives during the design, implementation and execution phases.
• Coordinate activities with Service Providers and stakeholders.
• Prepare comprehensive project plans, test strategies and plans, business processes, reports and specifications to resolve issues, producing necessary documentation, as necessary.
• Work with impacted teams to achieve seamless rollout and execution of change.
• Prepare business requirements, lead the definition and preparation of programs, processes, business standards, procedures or methods, including risk management and costing, related to the management of Networks customer base.
• Provide coordination, guidance to and work with, other interested groups in the implementation of recommendations.
• Provide leadership to assigned system technicians to facilitate project and sustainment support, change analysis and product user acceptance testing for end-to-end integrated business processes and systems.
• Assign work to staff assisting in the work and schedule their activities.
• Monitor the quality of work performed. Refer human resource matters to supervisor for resolution.
• Collect business input to programs, projects and system/business process change, including comments on policy, customer impact, customer satisfaction, regulatory impact, and impacts on contracts with service providers.
• Performs needs analysis, develops solutions and evaluates services which include the contribution to training content related to processes, tools to facilitate process improvement, system enhancement and test, quality management and team operations.
• Performs change design activities for the full range of changes to the “in scope” systems and business processes.
• Conduct technical reviews of design documentation with peers to achieve an agreement on break/fixes and enhancements to production systems.
• Develop test strategies and plans for effective and efficient user acceptance testing on various projects and minor enhancements to achieve the appropriate balance between risk and test effort based on severity and probability of negative impacts and outcomes.
• Manage creation and execution of test plans and scripts and provide quality assurance on the outcomes.
• Play a lead role in representing the department/division on discussions with service providers, customers, stakeholders and regulatory working groups.
• Promote acceptance to corporate proposals and generally work to allay fears, overcome resistance and otherwise contribute towards securing, protecting and advancing objectives.
• Liaise with other internal work groups, divisions and outside interests.
• Provide “customer” guidance to others as required, assist in resolution of work problems, or address customer issues directly, including working with customers over the phone, email (or other contact channels) or in person.
• Maintain an awareness of advances in “best practices” as they relate to managing customer service in the Transmission/Distribution business.
• Maintain an awareness of developments and changes with respect to electricity industry structure and market rule and code changes as they relate to managing customer relations in the Transmission and Distribution business.
• Perform other duties as required.

Selection Criteria

• Finance, contract and project management to develop business requirements
• Extremely knowledgeable with Billing, MyAccount, FICA and Collection activities
• Strong experience with developing test plans and leading UAT
• University or college graduate
• 2 years of relevant experience
• Strong organizational skills
• Strong communication, interpersonal skills

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2022.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: January 3, 2023

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