Req Id: 93071
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.
Using innovative operational theory, tools and techniques, the Field team ensures that the right technician with the right skill set arrives at our residential and business customer’s premises on time, every time. We are committed to ensure that Bell's network, products and services are of the highest standard. The Field Services team thrives on providing installation and repair services for business and residential customers using the latest technology, including Fibre, Optical Ethernet, IPVPN.
The Role:
The field analytics and reporting team resides within field services and is responsible for developing, maintaining and using data to drive insights on the customer experience and field productivity. The team consists of business analysts for analyzing data, developers for sourcing and maintaining data and programmers for presenting the data in dashboards and other reports. Our team partners closely with other business intelligence teams within the company and supports our field frontline and support teams with impactful insights that help us continue to transform the business.
We are looking for a specialist with experience in business intelligence and the field installation and repair processes to develop and implement the evolution of the analytics and reporting capabilities of the field services team. As part of this team you will have the opportunity to implement the latest practices in dimensional modeling, data visualization and enabling all field services team members to have faster and more insightful access to the drivers of their operations.
If you have the desire to work in a fast paced environment, on a strong technical team while using the latest analytical platforms and tools, then the field analytics and reporting team is the place to be.
Job Duties/Accountabilities:
Build and manage the dimension data model to most accurately capture the field process with a focus on customer experience indicators to track our performance and identify areas needing improvement through:
- Understanding and mapping the connections between field and upstream systems for installation and repair activities for residential, business and wholesale customers with our Fibe TV, Internet and Voice products
- Leveraging the latest thinking in dimensional data modeling to build efficient and comprehensive fact and dimensional models to measure the success of our processes
- Creating powerfully simple and easy to understand ETLs from many complex source systems
- Meeting with frontline managers, peers and executives to identify the requirements for a successful data model
- Challenging existing metrics and thinking to bring new ways of measuring our operations
- Aligning field data model with existing dimensions in call centre and marketing and other environments
Critical Qualifications/Competencies:
- Dimensional modeling experience (fact tables, conformed dimensions, etc.)
- ETL (Extract – Transform – Load) programming
- Efficient query development in SQL and SAS
- Experience with various databases including Microsoft SQL Server, Teradata, SAS, Oracle, etc.
- Familiarity with OLAP cube analysis and development in Microsoft SQL Server Analysis Suite
- Familiarity with reporting and data visualization tools such as Microsoft Reporting Services, Microstrategy and Tableau
- Knowledge of Order Management and Ticketing systems (OrderMax, BCRIS, Tapestry/SIMPLe, CSG/MultiVu, ACUT, TIMNG, etc.)
- Knowledge of Field Dispatching and Scheduling systems (FWFM, Click, etc.)
- Experience with field and call centre processes
- Highly analytical problem solving skills and a curiosity to understand “how things work”
- Engineering, Computer Science or Mathematics degree
TC:BI
BCE:WKP #Feature *LI-VL
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 10/08/2015
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