Req Id: 82452
Bell is a truly Canadian company with over 135 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
The Information Technology team develops and maintains Bell’s internal systems and applications while also developing integrated technology solutions for customers across all lines of business.
The team manages Bell’s IT Infrastructure and the service availability of over 700 applications, including mission critical billing and service systems. The IT delivery teams drive the IT Work Program with over 60% of IT capital invested in initiatives that support business unit priorities and Bell’s strategic imperatives.
The IT Billing and Desktop Program is a fast paced and dynamic team within the Client Experience Information Technology organization, which delivers projects to enhance customer/agent experience, and improve system performance. The team is made up of project managers, business analysts, technical primes, and business solution advisors accountable to plan and deliver projects in the BRS and Mobility program.
The Billing and Desktop team is looking for a Senior Business Analyst. The successful candidate will work alongside Project Managers, Directors and will partner with other IT teams such as Planning, Architecture, Infrastructure, etc. as well as external vendors, to deliver in year projects to support Call Centre and Client Experience programs. We require a highly motivated individual who thrives in a constantly changing and exciting environment to support Bell’s current & future success.
Job Duties/Accountabilities:
- Is responsible for gathering and producing quality business/systems requirements.
- Ability to produce project documentation: Business Process Documents, Test plans, Deployment plans, Normalization plans, BRD, SRS & Conceptual Solutions
- Involved in reviewing key development and design deliverables, including interface specifications, integration requirements, data schemas, and design documentation
- Beyond the facilitation of the up-front business requirements and system requirements gathering sessions and resulting documentation, the role also involves driving the (UAT) user acceptance testing process, including preparation of acceptance criteria, review of the test plans and scenarios, review of test results as well as taking responsibility for end to end testing. In some cases the Business Analyst also executes test cases and directly ensures system integrity.
- In addition, the Business Analyst helps co-ordinate the project by arranging project meetings, producing status documentation and meeting minutes and informing team members of decisions made.
- Plan Change management activities with the business for changes to be adopted by the end users
- Partners with vendors/Business to prime and resolve defects and ensure alignment
Critical Qualifications/Competencies:
- 3-5 years of IT experience in either a business analysis or technical capacity, specifically in the system areas of Citrix, Middleware, IVR, PBX/ACD, Network Telephony, CTI, WFM and Agent Desktop CRM solutions (Amdocs Systems)
- Mobility & BRS Knowledge
- Strong analytical, technical problem solving and organizational skills
- Good communicator: written and verbal, good listener, Autonomous, planning skills.
- High aptitude for understanding information systems technology
- Team player; ability to facilitate, negotiate and work within a multi-domain team environment
- Experience in process mapping across systems flows
- High tolerance to ambiguity
- Self-motivated, curious and adaptable
- Computer proficiency with Microsoft Office tools (Word, Excel, Powerpoint, Visio)
Preferred Qualifications /Competencies:
- Experience in IT development lifecycle would be an asset.
- Bell Contact Centre Experience
- Balance of Business and IT skills is an asset.
- BA master certificate completion
- Ongoing development desire
- Bilingualism in French and English will be an asset
Working Conditions:
- Flexible, ability to work in an environment where “change” is prevalent
- Available to work occasional weekends and evenings to meet hard deadlines
- Ability to efficiently work in virtual teams, handling multiple projects and aggressive timelines
- Fast paced, changing working environment, interfacing with a myriad of stakeholders
- Full time teleworking not an option
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Verdun
Application Deadline: 07/03/2015
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Toronto