Sr. Customer Service Analyst CSO

50801 - Markham - Temporary - 24 Months

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!

Accountabilities

- Lead in managing various customer-related initiatives during the design, implementation and execution phases. Coordinate activities with Service Providers and stakeholders. Prepare comprehensive project plans, test strategies and plans, business processes, reports and specifications to resolve issues, producing necessary documentation, as necessary. Work with impacted teams to achieve seamless rollout and execution of change.

- Prepare business requirements, lead the definition and preparation of programs, processes, business standards, procedures or methods, including risk management and costing, related to the management of Networks customer base. Provide coordination, guidance to and work with, other interested groups in the implementation of recommendations.

- Provide leadership to assigned system technicians to facilitate project and sustainment support, change analysis and product user acceptance testing for end-to-end integrated business processes and systems. Assign work to staff assisting in the work and schedule their activities. Monitor the quality of work performed. Refer human resource matters to supervisor for resolution.

- Collect business input to programs, projects and system/business process change, including comments on policy, customer impact, customer satisfaction, regulatory impact, and impacts on contracts with service providers. Performs needs analysis, develops solutions and evaluates services which include the contribution to training content related to processes, tools to facilitate process improvement, system enhancement and test, quality management and team operations. Performs change design activities for the full range of changes to the "in scope" systems and business processes.

- Conduct technical reviews of design documentation with peers to achieve an agreement on break/fixes and enhancements to production systems. Develop test strategies and plans for effective and efficient user acceptance testing on various projects and minor enhancements to achieve the appropriate balance between risk and test effort based on severity and probability of negative impacts and outcomes. Manage creation and execution of test plans and scripts and provide quality assurance on the outcomes.

- Play a lead role in representing the department/division on discussions with service providers, customers, stakeholders and regulatory working groups. Promote acceptance to corporate proposals and generally work to allay fears, overcome resistance and otherwise contribute towards securing, protecting and advancing objectives. Liaise with other internal work groups, divisions and outside interests.

- Provide "customer" guidance to others as required, assist in resolution of work problems, or address customer issues directly, including working with customers over the phone, email (or other contact channels) or in person.

- Maintain an awareness of advances in "best practices" as they relate to managing customer service in the Transmission/Distribution business.

- Maintain an awareness of developments and changes with respect to electricity industry structure and market rule and code changes as they relate to managing customer relations in the Transmission and Distribution business.

- Perform other duties as required.

Education

- Requires knowledge of finance, contract and project management to develop business requirements including costing and risk management.

- Requires knowledge of computer technology associated with the processes of customer information management systems and change order.

- Requires a good knowledge of English to prepare reports and communicate effectively with others. This knowledge is considered to be normally acquired through the completion of 4 years of University training.

Experience

- Requires experience in the transmission and distribution business to understand the business objectives and approach to customer service in supporting and improving quality of service and customer relations.

- Requires experience with applicable policies, procedures and practices.

- Requires experience in managing projects including risk management and costing related to the management of the customer base.

- Requires experience with the electricity industry structure and market rule and code changes as they relate to managing customer service in the transmission and distribution business.

- Requires experience as a team leader to coordinate and manage work processes and projects.

- Requires experience in business requirements, test strategy and test planning execution including extensive experience with IT systems.

- A period of over 8 years and up to and including 10 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 2025.

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.

"Employer of the year 2025"

Deadline: October 14, 2025

In the event you are experiencing difficulties applying to this job please consult our help page here .

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.