46606 – Markham – Regular –
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!
Job Function:
Accountable for providing data analytics of large project 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 data needs; analyze data problems, develop alternatives and preferred solutions, Lead the development of business data requirements, and prepare, data driven processes, business data 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.
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 them 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 need 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.
Knowledge, Skills & Qualifications:
We are seeking an experienced Sr. Customer Service Analyst to join our team, who will be responsible for analyzing, designing, and implementing business processes and system changes. The successful candidate will work on both sustainment and project work, contributing to the development and maintenance of our systems and processes. The Sr. Customer Service Analyst will be responsible for working with cross-functional teams to gather requirements, document processes, and develop solutions that meet business needs. The ideal candidate should have the following skills and qualifications:
Requires advanced understanding of billing and collections functions, coupled with thorough knowledge of related policies, procedures and workflows involved in end-to-end testing and scoping enhancements to business processes and computer systems
Solid understanding of Hydro One digital tool is required: iNotifi/Kubra (Outage Management), SharePoint, myAccount, eBilling, and proactive system alerts.
Good understanding of back-end tables encompassing the technical master data(TMD) and business master data(BMD) in SAP is required.
Requires good knowledge of SAP tables and an ability to create SAP queries via the standard SQVI module.
Coding knowledge, i.e. ability to write SQL queries with complex joins, is an asset.
Requires experience with various CSO Procedure Manuals, processes and associated practices involved in the input and extraction of data, so as to effectively investigate and resolve discrepancies.
Requires strong knowledge of data processing and computer operation to utilize the following systems:
SAP ECC and CRM
MDMR
CMIG
IHUB
HPQC
CTM and CTM Supporting Systems
Defect Management Tools (Jira/HPALM)
Requires knowledge of English to prepare correspondence, reports, procedures and documentation and to communicate effectively with staff.
Requires commitment to Project delivery that includes working long hours on short notice and on-call availability to meet aggressive timelines.
Requires commitment to Project delivery to work on weekends and Statutory Holidays on a short notice to meet aggressive timelines.
Ability to work with others as part of team, handle multiple tasks prioritize and demonstrate good time management.
Ability to identify defects, troubleshoot potential root cause and offer solutions
A period of over 4 years, up to six years is considered necessary to gain this experience.
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 [email protected] 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: April 10, 2023
In the event you are experiencing difficulties applying to this job please consult our help page here.
Job Segment: Database, Developer, Sharepoint, SQL, Customer Service, Technology
Agent(e), centre de service client Administration Siège social Avantis Temps plein 01 février 2023 Numéro de référence : 123 Impossible...
Apply For This Job· To ensure the arrival and departure experience of all guests is seamless through preparation and coordination of the hotels...
Apply For This JobAt Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an...
Apply For This JobThis is a Remote role which means you get to work from home! At Rogers, we put our customers first...
Apply For This JobAdministrative Assistant (4 Months) InnoTech Alberta is seeking a detail oriented individual with a client support focus to play a...
Apply For This JobCompany Summary Come work for a company that’s committed to the success of each and every employee. A place where...
Apply For This Job