OneCall Ticket Analyst

Company Description

Critical Control Technologies is North America’s leading measurement specialist for the oil and gas industry. With a focus on accuracy and compliance, we provide comprehensive production measurement solutions, alongside field and lab services. Our offerings help optimize operational efficiency, provide real-time oilfield data insights, and ensure accurate volume data and revenue reporting. Committed to supporting a dynamic and competitive industry landscape, we deliver measurement services our clients can trust.

Work Location

This role may be performed remotely; however, candidates located within commuting distance of Calgary Alberta are expected to work in office on a full-time basis.

Job Summary

Reporting to the OneCall Analyst Team Lead, the OneCall Ticket Analyst

is an operational role focused on screening, preparing, and coordinating regulatory One Call (request-to-dig) tickets in accordance with established service level agreements. This position supports the OneCall Manager team by reviewing incoming tickets, researching pipeline records, mapping information, and determining locate requirements based on proximity and regulatory guidelines.

The OneCall Ticket Analyst acts as a key point of contact between clients, OneCall organizations, ground disturbers, and designated locators to ensure accurate ticket processing, timely distribution, and clear communication. This role emphasizes operational coordination, regulatory compliance, data accuracy, and customer service.

This is not an IT, software development, or technical support role.

The position does not involve coding, system administration, or IT troubleshooting.

Key Responsibilities

- Receive and process regulatory OneCall (request-to-dig) tickets from OneCall organizations, including Utility Safety Partners/ Before You Dig Partners (AB, SK, MB) and BC 1Call

- Screen incoming tickets by reviewing client pipeline records, mapping information, and associated documentation.

- Communicate with ground disturbers to confirm work scope and proximity to client pipeline assets.

- Assess and recommend locate requirements in accordance with regulatory guidelines and distance criteria.

- Prepare complete ticket packages for each request, including cover sheets, ticket details, and mapping attachments.

- Distribute ticket packages to internal teams, clients, designated locators, and other required stakeholders.

- Respond professionally and promptly to inquiries from clients, ground disturbers, OneCall organizations, and locators.

- Review daily clearance and audit reports to ensure that tickets are received, acknowledged, and processed within required timelines.

- Maintain accurate and up-to-date client contact and stakeholder information.

- Participate in an emergency phone rotation for a minimum of one week per month, including weekends, coordinated with the Team Lead

- Perform other related operational and administrative duties as required within the scope of the OneCall Ticket Analyst role.

Qualifications

- Minimum of two (2) years of post-secondary education

- Preference given to backgrounds in Geomatics, Land Administration, Geography, GIS, Business, or other relevant industry-related disciplines.

- Having a general knowledge of oil and gas operations is seen as beneficial.

- Familiarity with Dominion Land Survey (DLS) and National Topographic System (NTS) mapping systems is an asset; training will be provided as needed.

- Knowledge of applicable regulatory frameworks (e.g., Directive 017: Alberta Pipeline Act and associated rules) is considered an asset.

- General understanding of One Call organizations, ground disturbance processes, or utility/pipeline safety is preferred.

- Previous experience in a call center, operations, administrative coordination, or customer service environment is advantageous.

Knowledge, Skills, and Abilities

- Exceptional attention to detail, with a demonstrated ability to accurately review and prepare regulatory documentation.

- Strong written and verbal communication skills, including professional email and telephone correspondence.

- Strong customer service skills with the ability to manage inquiries from multiple stakeholders.

- Ability to work effectively in a structured, deadline-driven environment with clearly defined expectations.

- Strong organizational and time-management skills, with the ability to prioritize work in a fast-paced setting.

- Sound problem-solving abilities and the capacity to apply regulatory guidelines consistently.

- Self-motivated and capable of working independently with minimal supervision.

- Intermediate proficiency with Microsoft Office applications (Outlook, Word, Excel)

Job Type: Full Time

Salary Range: $45,000 - $50,000 annually, depending on experience and qualifications.