Service Management Analyst

Job Title : Service Management Analyst Location : C09 - Richview TS - 65 Kelfield Street, Rexdale, ON M9W 5A3 Company :Acronym Solutions Acronym is a full-service information and communications technology company that provides a range of scalable and secure solutions. With more than 20 years’ experience managing the communications system that enables Ontario’s electrical grid, Acronym is uniquely positioned to understand the mission-critical needs of any business. We deliver innovative and reliable services that respond to the changing demands of businesses and support rapid growth and digital transformation. It’s an exciting time to join the team at Acronym Solutions General Responsibilties: • 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: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 a strong understanding of telecom services and business processes related to customer service functions. • Requires experience with CRM, ITSM, and Granite to update and extract data. • 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 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.At Acronym 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. Thank you for considering a career with Acronym, 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. Acronym will provide reasonable accommodation for qualified individuals with disabilities in the job application process.