Capital & Maintenance Program Analyst

Expected Salary Range: $90810 - $113512 Annually

The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

This posting is for an existing vacancy.

KEY RESPONSIBILITIES:

• Responsible for project support including complex analytics, reporting, reviewing and processing invoices, project change requests and tracking spending versus budgets.
• Deliver customer support including the identification of friction points and escalation trends to develop practical customer experience solutions in line with business goals.
• Identifies gaps and trends and performs analyses to determine root causes and develops recommended solutions in line with business and operational goals.
• Gathers data, performs complex data analysis and creates reports while ensuring accuracy of data.
• Leads and participates in process improvement initiatives as well as process mapping activities in support of departmental continuous improvement programs.
• Creates and maintains sophisticated reporting applications, forms, and customized databases.
• Performs periodic analysis and monitoring of detailed operations data for the purposes of quality assurance.
• Performs detailed analysis of gaps and trends for various programs and portfolios.
• Provides strategic insights and recommendations to senior management based on comprehensive data analysis and trend identification.
• Tracks and analyzes customer interactions, recurring concerns, and escalation trends to identify opportunities for process improvement and enhanced customer experience.
• Develops and implements advanced analytical models to support decision-making processes.
• Responsible for preparing customer quotations and ensuring invoicing is up to date with customers.
• Assists the Manager with establishing and measuring contractor performance (including non-conformance reports, compliance to Toronto Hydro practices/policies/standards), identifying issues and solutions to close gaps as required.
• Responsible for project closure, including final project cost true-ups and project cost accruals.
• Liaises with internal and external stakeholders to assist in the successful coordination and delivery of program execution.
• Participates in corporate wide initiatives to support overall business strategy.
• Performs additional duties as assigned

REQUIREMENTS:

• Bachelor degree in Business Administration, Business Technology, Analytics or related field.
• Five (5) years of experience in customer and stakeholder management, data analysis, gap analysis, reporting results, process improvement, identification of areas for improvement and development of new initiatives.
• Equivalent experience in a related customer-focused field will also be considered.
• Models’ customer focused behavior in all actions and decisions, particularly when interacting directly with customers.
• Ability to build strong relationships with team members and stakeholders across the organization.
• Advanced working knowledge in MS Office including Outlook, Excel, and PowerPoint.
• Experience using and developing processes in project management tools, such as SharePoint, ClickUp, Customer Relationship Management (CRM) systems is an asset
• Exposure to ESRI ArcGIS or similar Geospatial Information Systems (GIS) is desirable.
• Excellent communication and presentation skills.
• Project Management Professional (PMP) designation is an asset.
• Excellent analytical and business solution development skills, including the proven ability to function effectively in a dynamic environment.
• Able to proactively flag At-Risk areas of business based on analysis of data and KPIs.
• Experience using data integration tools, such as, Alteryx and iDox
• Awareness of project/program management processes, principles and methodologies.
• Creative, innovative, forward thinking, takes initiative.
• Good understanding of business issues and challenges, specifically in a customer service environment.
• Ability to develop dependable feedback systems and tracking.

This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency.

ACCESSIBILITY AND APPLICATION SUPPORT

Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email hr_talent@torontohydro.com or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.