Job ID #32126: Utility Business Analyst - Customer Service

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #32126: Utility Business Analyst - Customer Service
• Union: CUPE Local 5167
• Job Description ID #: 7897
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on July 29 2026
• Duration: Up to 24 months
• Vacancy type: This posting is for an existing vacancy
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  

SUMMARY OF DUTIES

Reporting to the Manager, Utility Billing, the Utility Business Analyst – Customer Service provides advanced analytical, operational, and coordination support to customer service and billing operations. The role focuses on identifying trends, analyzing service and billing issues, and delivering data-driven insights to support decision-making, service improvement, and operational efficiency.

The position also plays a lead role in coordinating testing, validating system and process changes, and supporting operational readiness for billing and customer service systems. It functions as a key liaison between customer service operations, billing teams, vendor partners, and technology stakeholders to support effective issue resolution and continuous improvement.

GENERAL DUTIES

Business Analysis & Operational Support

• Provide advanced analytical support to customer service and billing operations to support issue resolution, decision-making, and service improvement initiatives.
• Analyze customer service and billing data to identify trends, anomalies, recurring issues, and operational risks.
• Investigate escalated billing and service issues using system data, operational reports, and cross-functional input.
• Act as a key subject matter resource for billing and customer service-related inquiries requiring detailed analysis and interpretation.
• Support escalation management by providing root cause analysis, impact assessment, and recommended resolution options.

Systems, Testing & Change Support (Lead Scope)

• Lead and coordinate user acceptance testing (UAT) activities for billing, customer service, and system enhancements.
• Review and validate test scenarios and test cases to ensure alignment with business requirements, billing rules, and operational processes.
• Oversee execution of testing activities, including tracking defects, documenting issues, and coordinating resolution with technical teams and vendors.
• Provide business validation and sign-off recommendations on system changes, configuration updates, and process enhancements prior to production deployment, within delegated authority.
• Act as a business lead in release readiness and implementation support activities, ensuring operational risks and impacts are identified and mitigated.

Service Performance & Continuous Improvement

• Monitor and analyze service performance indicators, including SLA compliance, service quality metrics, and operational trends.
• Identify recurring service issues and contribute insights to support process improvement and customer experience enhancements.
• Support development and refinement of customer service standards, procedures, and operational guidelines.
• Identify risks, inconsistencies, and compliance issues related to billing and customer service processes and recommend corrective actions.
• Assess operational impact of system defects, process changes, and production incidents affecting customer service delivery.

Coordination & Operational Support

• Collaborate with contact center and operational teams to review service outcomes and support resolution of complex issues.
• Liaise with technology teams and vendors to support troubleshooting of system issues and implementation of solutions.
• Provide coordination support for service continuity during supervisor absence, ensuring operational priorities, escalations, and service standards are maintained within established guidelines.
• Support identification of training needs and process gaps based on data trends and operational feedback.

Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Perform other duties as assigned which are directly related to the responsibilities of the position.

QUALIFICATIONS

1. College diploma or university degree in Business, Information Technology, Engineering, or related field, or equivalent combination of education and experience.
2. Demonstrated understanding of customer service operations and billing systems in a regulated environment preferred.
3. Utility sector experience considered an asset.
4. Proven organizational, analytical, and problem-solving skills. Ability to work with tight deadlines and competing priorities. Ability to multi-task in a fast-paced environment.
5. Demonstrated experience extracting information, identifying and trouble-shooting problems. Must be able to handle multiple changing priorities and work on multiple concurrent assignments.
6. Highly effective written and oral communication skills.
7. Strong interpersonal skills. Ability to deal effectively with management, peers, staff and public. Demonstrated ability to work independently and as part of a team.
8. Experience and proficiency in a computerized environment with working knowledge of Word, Excel, PowerPoint and Outlook.

This salary is based on a preliminary evaluation. This position may be re-evaluated within six months of the filling of this position.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.