Service Management Analyst

Hydro One; Toronto; On-site; CAD 94,000 - 134,000; Full time

Job summary

Hydro One is seeking a candidate to assist in telecom customer service management and support the Service Manager in Ontario. The role involves handling contracts, preparing reports, and coordinating provisioning for customer services.

The position requires understanding of telecom processes, strong communication with customers and sales, plus proficiency with ARS/HP and data extraction tools. This is an on-site role based in Rexdale, Ontario.

Qualifications

• Understanding telecom business processes related to customer service management.
• Ability to work with multiple tasks while meeting deadlines.
• Experience with ARS/HP and Xng to update and extract data.

Responsibilities

• Assist in customer service management functions for Telecom customer contracts and support the Service Manager.
• Communicate effectively with customers or Sales Representatives.
• Provide tools to submit Incident Requests for installation and commissioning of customer services.
• Prepare customer reports and use departmental systems; suggest automation of processes.
• Visit customer sites to promote Hydro One Telecom Services.
• Submit information to Telecom Operations Provisioning Group for new contracts.
• Attend progress meetings and provide written project status.

Skills

ARS/HP

Xng

MS Office

Excel

Education

4 years University training

Job description

52072 - Rexdale - Regular .Hiring salary range: $3,610.06 - $5,157.24 / Bi-weekly

52072 - Rexdale - Regular .Hiring salary range: $3,610.06 - $5,157.24 / Bi-weekly 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!

Job Function

Assist in the customer service management functions pertaining to internal and external Telecom customers and support the Service Manager.

Job Description

• 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.
• Provide 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

• 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 ARS/HP and Xng 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.

Education

• 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).

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 2026.

Deadline: September 28, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

This posting is for an existing vacancy.

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

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.