Operations Support Representative 2

Position Overview

Operations Support Representatives (“OSR’s”) provide a wide range of support to FortisBC operations.  The focus of these roles is administrative support of the end-to-end Order Fulfillment, Operate & Maintain, Emergency, and Meter-to-Cash process steps:

• Initiating and Preparing
• Scheduling and Dispatching
• Field work support and logistics
• Closing and Completing

Responsibilities

May perform all of the duties of the Operations Support Representative 1 (OSR 1) plus the following:

• Prepares and/or closes job packages (e.g. system surveys, legal plans, plate maps, gas service lists, planning job packages, work orders).  Ensures all information required to process a job is complete, accurate, and entered into the appropriate computer system.  Monitors the progress of a job from initiation to completion.
• Composes routine correspondence and types (from draft or verbal instructions and source document references), a variety of material such as letters, memos, reports, diaries, bulletins, manuals, minutes of meetings, forms, summaries, charts and spreadsheets.
• Processes completed field work orders by ensuring all information is complete, accurate, and entered into the appropriate computer systems.
• Maintains a variety of manual and electronic file systems including setting up new files, entry and retrieval of data and processing of reports.
• Responds to routine enquiries and requests from the public, municipal offices, other utilities, various contractors and other departments.
• Responds in a prompt manner to short notice requests for information including the provision of records information for field emergencies.
• May provide clerical and administrative support including intercepting and processing administrative enquiries, monitoring work order status and field completion data, supporting variance analysis and reporting.
• May provide direction to the OSR 1 position.
• Performs duties of a minor nature related to the above duties, which do not affect the rating of the job.

Requirements

• High School graduation including courses in office practices and business communications.
• Six (6) months directly related relevant work experience.
• Sound organizational skills including the ability to multitask and work under pressure during peak workload periods to meet tight deadlines.
• Sound verbal communication skills including telephone call handling skills.
• Sound written communication skills including the ability to correct spelling, punctuation, and grammatical errors as required to prepare and compose a variety of external and internal correspondence and process enquiries.
• Courteous, professional manner in dealing with internal and external contacts including positive interpersonal skills and the ability to work in and contribute to a team environment.
• Intermediate level keyboarding skills, including the ability to format various types of correspondence, reports, forms, and charts, and layout electronic spreadsheets.
• Working knowledge of computer systems operations, environment and peripherals.  Sound working knowledge of various applications software in use in the department (SAP & suite of MS Office products).  Sound knowledge of various software applications required to support operations activities (e.g. MobileUP, AM/FM, Energy).
• Sound knowledge of field operations Operate & Maintain, Order Fulfillment, Emergency, Meter to Cash) processes and procedures.
• Sound working knowledge of work and office processes and procedures.

Additional Information

• This position has restricted holiday availability based on operational requirements, for certain months of the year, as per Article 14 of the Collective Agreement.
• Assignment to work groups within Operations Process Support will be dependent on customer and operational requirements.