Systems Technician CSO

General Accountabilities

1.Act as a resource person for field office personnel in the daily processing of Customer Service Operations systems, such as Customer Service System – CSS, Electronic Cash, Electronic Meter Reading and all interfacing systems. Also act as a resource for associated practices and procedures. Investigate problems identified by system error messages, user enquiries or through recognition of recurring problem situations. Assess the scope and implications of problems and establish work schedule priorities accordingly. Confer with users to discuss, gather and clarify information required to investigate the problems. Identify problem cause, and refer to established procedural guidelines, input, output, historical information available from users, microfiche, computerized reference sources and to documentation or information related to previous similar situations. Contact all supporting groups or external personnel as necessary, to investigate cause and possible resolutions. On occasion, seek user cooperation in running test data to help problem identification and resolution. Resolve system problems using various avenues available. Refer to and work with supervisor when problem source cannot be identified through the usual investigative processes, when problem resolution involves a program change or in any contentious situations. Instruct users on correct input procedures and in any change to standard procedures necessary to resolve input-based problems. Refer to appropriate staff to arrange for correcting processing errors. Perform follow-up activities to ensure that remedial action has been taken and is effective in resolving the problem.

Prepare documentation to record specific problem identification and resolution activities, issue to users and maintain records for future reference.

2.Prepare and transmit communications to advise Customer Relations personnel of identified system problems having widespread implications, any interim input procedures and the subsequent resolution. Route to supervisor for review prior to transmission.

3.Prepare documentation to record the practices and procedures associated with the various system processing activities. Update documentation as required to ensure the availability of a comprehensive and accurate set of accepted procedures and guidelines and issue to users.

4.Provide instruction and training to system users as necessary, to ensure their understanding and adherence to established input and application procedures. Keep up to date on new systems, changes to existing systems and associated procedures and attend relevant training sessions. Identify training needs for field office personnel through observation or request. Prepare training materials, and schedule and conduct training sessions in various field locations. With reference to pertinent users’ manuals, provide instruction, interpretation, clarification, advice and guidance regarding changes in  methods and procedures.

5.Participate in testing, commissioning and implementing new and changed computer systems and databases, as requested by supporting groups, or as necessary to test or implement local program changes. Perform manual calculations to validate computer test output. Participate in discussions with personnel in other departments and units. Review system requirements, impact on other systems, design reports, test plans, user manuals, production documentation and system output reports. Work with others in resolving problems. Ensure that production, security, control and user requirements are met. Recommend changes or acceptance to supervisor.

6.Act as a resource person for Customer Relations and other support groups in update, maintaining and monitoring security access for various computer systems such as access for Customer Service Systems including, TSO, RMDS, and SQL. Maintain the Report Management Distribution System –

RMDS on-line system for all CSS computer report recipients. Prepare or assist in preparing required changes. Obtain approval for changes. Access system to verify changes processed.

7.Produce and monitor various reports. Perform various tasks related to the production of reports, such as issuing numbers, computer setup, closure, format and assembly. Obtain appropriate input and approvals. Monitor various reports and identify discrepancies with other documents such as billing error reports. Notify appropriate staff of errors and corrective action required.

8.Process clerical/accounting assignments related to the accounting unit, such as correction journals, system information changes and distribution files.

9.Perform other duties as required.

Selection Criteria

Knowledge, Skills & Qualifications:

• Requires advanced understanding of billing and collections functions, coupled with thorough knowledge of related policies, procedures and work-flows involved in end-to-end testing and scoping enhancements to business processes and computer systems
• Solid understanding of Hydro One digital tools is required: iNotifi/Kubra(Outage Management), SharePoint, myAccount, eBilling, and proactive system alerts.
• Good understanding of back-end tables encompassing the technical master data(TMD) and business master data(BMD) in SAP is required.
• Requires good knowledge of SAP tables and an ability to create SAP queries via the standard SQVI module.
• Coding knowledge, i.e. ability to write SQL queries with complex joins, is an asset.
• Requires strong knowledge of mathematics and accounting principles to understand and conduct detailed bill calculations and manual settlements related to Mass Market, Remotes, Cat Lake, M&A Acquisitions, Retailer, Net-Metering, MicroFit, Summary Billing
• Requires experience with various CSO Procedure Manuals, processes and associated practices involved in the input and extraction of data, so as to effectively investigate and resolve discrepancies.
• Requires strong knowledge of data processing and computer operation to utilize the following systems:
  • SAP ECC and CRM
  • SCR
  • PDoc Monitoring
  • MDMR
  • CMIG
  • IHUB
  • HPQC
  • BDex
  • CTM and CTM Supporting Systems
  • Defect Management Tools (Jira/HPALM)

• Requires knowledge of English to prepare correspondence, reports, procedures and documentation and to communicate effectively with staff.
• This knowledge is considered to be normally acquired in either a Grade XII education in a secondary school plus up to one year of further concentrated study, or the equivalent education.
• Requires commitment to Project delivery that includes working long hours on short notice and on-call availability to meet aggressive timelines.
• Requires commitment to Project delivery to work on weekends and Statutory Holidays on a short notice to meet aggressive timelines.
• Ability to work with others as part of team, handle multiple tasks prioritize and demonstrate good time management.
• Ability to identify defects, troubleshoot potential root cause and offer solutions
• A period of over 4 years, up to six years is considered necessary to gain this experience