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Systems Technician - CSO

Date: Jan 6, 2019

Location: Markham, ON, CA

Company: Hydro One Networks Inc

 

Vacancy Number: 31676
Number of positions: 2
Town/City: Markham, Ontario (CA-ON)
Business Unit: CUST&CORP RL
Division: CUSTOMER SRV
Department: CUSTOMERCARE (10004838)
Job type: Regular
Duration of assignment: Ongoing

 

Job Accountabilities:

  • Participate in testing, commissioning and implementing new and changed computer systems and databases, as requested by supporting groups, or as necessary to test or implement local program changes. Perform manual calculations to validate computer test output.
  • Participate in monitoring and testing existing contact centre business tools or customer facing applications to ensure they function as designed and ensure that they are available on a daily basis for staff or customers
  • Act as a resource person for Customer Service, field office personnel in the daily processing of Customer Information System (CIS) and all interfacing systems. Also act as a resource for associated practices and procedures. Update, maintaining and monitoring security access for various computer systems such as access for CIS
  • Investigate problems identified by system error messages, user enquiries or through recognition of recurring problem situations. Assess the scope and implications of problems and establish work schedule priorities accordingly.
  • Prepare and transmit communications to advise Customer Service personnel of identified system problems having widespread implications, any interim input procedures and the subsequent resolution.
  • Prepare documentation to record the practices and procedures associated with the various system processing activities. Update documentation as required to ensure the availability of a comprehensive and accurate set of accepted procedures and guidelines and issue to users.
  • Provide instruction and training to system users as necessary, to ensure their understanding and adherence to established input and application procedures. Keep up to date on new systems, changes to existing systems and associated procedures and attend relevant training sessions.
  • Produce and monitor various reports. Perform various tasks related to the production of reports, such as issuing numbers, computer setup, closure, format and assembly.
  • Process clerical/accounting assignments related to the accounting unit, such as correction journals, system information changes and distribution files.
  • Perform other duties as required.

 

Knowledge, Skills & Qualifications:

  • Requires advanced understanding of billing, collections and call handling / back office correspondence functions, coupled with thorough knowledge of related policies, procedures and work-flows involved in end-to-end testing and scoping enhancements to business processes and computer systems
  • Requires strong knowledge of accounts receivable practices and principles, business arithmetic, and a knowledge of systems development, maintenance and processing concepts, job control language, and basic programming concepts, to carry out processing and to investigate and resolve problems associated with producing computerized billing information.
  • Requires advanced knowledge and experience with programmatic functions and concepts, including:
    •    4-6 years’ experience in .Net, VBA , DB and SAP Scripting. Knowledge of GuiXT and PowerShell will be an asset.
    •    Working knowledge of web technologies and protocols (NoSQL/JSON/REST/JMS)
    •    1+ years of exposure to web development using HTML5, CSS and JavaScript 
    •    Exposure to Microsoft .NET development using C# 
    •    RestfulAPI / web services/SOAP – Build/Call RESTful APIs to connect to back-end services/databases
    •    Knowledge of client/server application development 
    •    Should have strong programming/software development background. 
    •    Solid understanding of object oriented programming
    •    Solid understanding of relational database design and querying (SQL)
    •    Advanced level in office applications i.e. Excel, Access, Outlook
    •    Version control concepts 
    •    Knowledge of unit testing theory
  • 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:
    • ECC
    • CRM
    • SCR
    • SQL
    • PDoc Monitoring
    • MDMR
    • CMIG
    • IHUB
    • HPQC
    • BDex
    • EBilling and myAccount
    • Call centre phone systems and IVR
    • Numero or other back office correspondence handling systems
  • Requires knowledge of English to prepare correspondence, reports, procedures and documentation and to communicate effectively with staff.
  • Bilingual French speaking/writing ability is preferred for customer inquiry handling
  • This knowledge is considered to be normally acquired in either a Grade XII education in a secondary school plus up to one year of further concentrated study, or the equivalent education.
  • 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.

 

 

If you share our passion for safety, our customer service focus, and are ready to play a lead role in building a bright future, we would love to hear from you!

 

Thank you for considering this opportunity and we welcome applications from all qualified candidates.  If you are being considered for an interview or other assessment one of our Recruitment Consultants will be in touch.  Furthermore, if you are being considered for an interview and require special accommodations please let us know.  Finally, short-listed candidates will be asked to pass a reliability check (which could include criminal background check, driver’s license abstract, education verification, etc.) prior being offered a job at Hydro One.  

 

Deadline: January 21, 2019

 

 

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