Data Analyst & Customer Support

47006 - Markham - Regular - on-going

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!

The role of Data Analyst & Customer Support will report to the Supervisor, Customer Relations & Contracts in the Process, Reporting & Contracts department of Customer Support Services. This role is responsible for the development, deployment and continuous improvement of business processes, data analysis and reporting, and management of key customer database systems.

• Provide analysis, reports, expertise, and recommendations to optimize SAP, CRM and SharePoint to facilitate the effective management of customer relations. Provide leadership and guidance to teams of professional and technical staff engaged in the development, deployment and operational support of business process and technology improvements.

• Provide guidance, direction and support for the development, deployment, implementation, operation and continuous improvement of business processes across the Customer Service group. Assess data requirements through consultation with staff at all levels from within the group. Work with business to analyze and assess the business solutions and structures needed to realize these opportunities and deploy effective business processes model leveraging the High Performance Utility Model. Monitor the operation of the data processes and recommend improvements that will enhance the use of data as an asset within the Customer Service group.
• Provide limited supervision by organizing, scheduling and checking the work of employees delegated to assist in specific work programs.
• Develop relationships with professional organizations, user groups, and industry trade groups to stay current with business information trends.
• Review project scope, solution blueprints, process and data documentation, test strategies etc. to ensure that the needs of the business are being met. Monitor data quality outcomes. Provide expert guidance to others in the application of data architectural principals and frameworks.
• Monitor, analyze and make recommendations on CRM and SharePoint or new customer impactive systems data architecture for the company, ensure data architecture principles are understood and followed. Work collaboratively with all lines of business, corporate groups, and other enablement staff in identifying improvement opportunities and ensure compliance.
• Perform other duties as required.
• Participate in the governance activities associated with ensuring compliance with the enterprise business architecture. Assess (via appropriate measurement) and communicate the achievement and impact of the enterprise business architecture.
• Contribute to multi-party, inter-disciplinary studies. Provide expert knowledge in data and business process areas or disciplines required by the study groups.
• Provide and augment the data processes. Analyze industry and market trends and determine potential impact upon the business services and processes.

Selection Criteria

Essential Competencies

• Requires a knowledge of computer science and data networks to analyze data architecture and incorporating industry and market trends.
• Requires participating in user groups to lead future developments and future direction.
• Requires experience with leadership skills to effectively lead, manage and facilitate teams.
• Requires collaborating and cooperating with all levels of personnel regarding financial policies, procedures and systems.
• Requires experience in developing and implementing performance procedures, and guidelines.
• Requires sound judgment and accurate analysis of data and reporting issues impacting on the business unit in order to prepare analyses and commentary on plans and results.
• This knowledge is considered to be normally acquired through the completion of 4 years of University education in an appropriate field.
• Requires experience in the company to be familiar with the overall operation, functions of major organizational groups, planning practices, relationship to the external environment.
• A period of 8 to 10 years is considered necessary to gain this experience.
• Requires working with outside groups including consultants, service providers and vendors.
• Requires an understanding of the Company's objectives and the performance requirements of shareholders, regulator, customers and key stakeholders.
• Requires experience with CRM, SAP and related computer systems.
• Requires a knowledge of English and technical writing skills, to prepare reports and to communicate effectively with stakeholders.
• Requires a knowledge of design concept models for input into the business process planning.

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: July 10, 2023

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