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Service Management Analyst

Date: Feb 10, 2019

Location: Rexdale, ON, CA

Company: Hydro One Networks Inc


Vacancy Number: 31867
Number of positions: 1
Town/City: Rexdale, Ontario (CA-ON)
Business Unit: TELECOM
Department: SERVICE MGMT (10000877)
Job type: Regular
Duration of Assignment: Ongoing


General Accountabilities:

  • Assist in the customer service management functions pertaining to Telecom customer contracts and support the Service Manager.
  • Communicate effectively and appropriately when meeting with customers or Sales Representatives.
  • Use departmental tools to submit Incident Requests, following standard processes, for the installation and commissioning of customer services.
  • Prepare customer reports and use departmental systems.
  • Make recommendations for automation of processes, where applicable.
  • Visit customer sites, to promote Hydro One Telecom Services, as required.
  • Submit all relevant information to the Telecom Operations Provisioning Group for each new customer service contract as required.
  • Attend progress meetings, document project status and provide customers and Management with written information, including project in-service dates.
  • Assist in obtaining acceptance of customer services.
  • Recommend ways to improve on the customer service processes.
  • Ensure customer contractual information is recorded and provided to the appropriate work groups within the department.
  • Work with internal staff to ensure smooth provisioning of customer services.
  • Assist in the preparation of the Customer Satisfaction Surveys, including the documentation and do follow-ups, as required.
  • Prepare and maintain customer contact information for Hydro One Telecom services.
  • Follow guidelines to ensure information is kept up to date.
  • Maintain contract files and follow established processes for distribution of Legal paperwork.
  • Monitor costs and keep as low as possible commensurate with job requirements.
  • Review costs and provide explanations for variances from estimated costs.
  • Arrange for and track the purchase of customer service materials.
  • Follow procedures and practices, safety or otherwise, when visiting a Telecom site or arranging for site visits by customers.
  • Assist in the evaluation of new Customer Management processes.
  • Perform other duties as required.


Selection Criteria

Essential Knowledge:

  • Requires knowledge of business administration and computer technology to assist in the management of contractual agreements and processes for analyzing, presenting and reporting information.
  • Requires a good knowledge of English including written and verbal communication skills to effectively prepare correspondence, assist in discussions or interact with customers.
  • This knowledge is considered to be normally acquired through the completion of 4 years of University training (Grade XII plus 5 years).


    Essential Experience:

  • Requires an understanding of the telecom business processes related to customer service management functions.
  • Requires an understanding of customer surveys and working effectively with a wide range of people as well as the ability to handle multiple tasks while adhering to stringent deadlines.
  • Requires experience with OVSD/CRM and Granite to update and extract data.
  • Requires experience with various software applications such as MS Office and Excel skills to manipulate data to produce various technical reports.
  • A period of over 4 years and up to and including 6 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: February 26, 2019



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