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Customer Program Analyst

Date: May 2, 2022

Location: Markham, ON, CA

Company: Hydro One Networks Inc

44683 - Markham - Regular - Ongoing 

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. Employees will be required to either be fully vaccinated or undergo regular rapid antigen testing in order to access a Hydro One worksite.

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:

Work as part of a team supporting the Manager in effective planning and execution of Meter to Bill functions to ensure quality of delivered services by external and internal service providers. Provide subject matter expertise in forecasting and in-depth analysis of Meter to Bill functions including monitoring trends and evaluation of statistical information. Establish and maintain operational contacts with internal and external service providers to ensure effective 2-way communication and early warning of potential issues.


Job Description:

1.            Support the Customer Program Business Owner in the development, analysis and management of business processes and policies.

2.            Assist in the coordination of enhancements to and reporting from approved information systems and work processes for the customer program functions.

3.            Work in teams with departmental staff and other internal and external groups. Relay information to other team or department members with respect to proposed business initiatives and assessing impacts of these decisions on systems and work processes.

4.            Respond and assist in the resolution of customer program issues escalated by external and internal groups impacting Hydro One customers, policies and procedures. Coordinate with others to take corrective action, as required.

5.            Prepare analysis and supporting documentation required in the day to day administration and management of customer program functions and escalate any anomalies to the Business Owner.

6.            Work with management and staff at various levels within the business unit, the company and externally with the service provide and collaborate accordingly to facilitate the resolution of difficult issues.

7.            Assist in the development and management of contracts and information systems required to administer and manage the customer program functions.

8.            Develop, organize and maintain procedures and systems to improve effectiveness of service provider and to address continuous quality improvement issues that arise in order to sustain satisfactory customer relationships.

9.            Assist with implementation of projects and initiatives related to customer program functions.

10.          Keep abreast of the latest developments in the electricity markets that could affect the delivery of customer program services/costs.

11.          Perform other duties as required.



Requires a knowledge of business administration and marketing to analyze customer program policies and processes and to carry out various business studies. Requires a knowledge of computer information technology. Requires a good knowledge of English to communicate effectively with others and in the preparation of reports. This knowledge is considered to be normally acquired through the completion of 4 years of University training (Grade XII plus 5 years).


Requires an understanding of Retail Settlements Code, Distribution System Code, Standard Supply Service Code and the Conditions of Service. Requires an understanding of the current applications of computer information systems and spreadsheets such as Access, Excel, Sybase and Customer Information Systems (CIS). Requires an understanding of the various rate classes, application of rates, techniques and payment processes to assist in the development of information system and work process proposals. Requires experience to be familiar with the organization and operation of the department and associated work groups and with the internal/external contacts involved. A period of over 4 years and up to and including 6 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 2021.


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: May 23, 2022


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