Consultant Operational Support - Montréal, Canada - Bell

Bell

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Req Id: 415377

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell's forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers.

We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.

Summary:

The change & configuration team at Bell is looking for an enthusiastic change & configuration manager to support our clients with the overall objective and authority to ensure daily end-to-end delivery of services in adherence with the change & configuration management plan.

This role will be dedicated to a large customer account.

You will also be leading projects & initiatives cross-functionally with business, technical, and operational teams to ensure continuous alignment and champion B2B customer experience for Bell Canada.

Key Responsibilities:

Support the change & configuration management team in the establishment, governance and continuous improvement of the change & configuration management system (CMS).

This includes the following E2E responsibilities:
Identification, Control, status accounting, verification, audits, training & reporting.

Identification
This involves identifying and documenting all the components of a product or system as well as all of their correlations
Configuration Control Board (CCB)
This involves establishing and maintaining change management processes over configuration changes made to the configuration of a product or system.

This includes Reviewing and approving significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed.

Status Accounting
This involves tracking and reporting the status of the configuration of a product or system; including version control, approval status and status of implementation.

Verification

Lead and collaborate with IT & Process owners, and process stakeholders to gather and analyze needs, translating these needs into requirements; maintain up to date knowledge of industry best practice standard.
Compliancy / Adherence Audits
Facilitate and perform CMDB audits to ensure data completeness, correctness and quality; enable process adherence through reporting and dashboards.

Planning

Managing the daytoday activities of the process, including establishing priorities and work assignments; Tracking compliance to policies and procedures and resolving or escalating any compliance issues.

Training

Coaching of change & configuration management processes, tools, and procedures to ensure that they are equipped to effectively participate in the practice.

Reporting

Develop reports for management on KPIs to improve the process effectiveness, efficiency, and data accuracy.

Critical Qualifications:

Bachelor's Degree or Diploma in Computer Science, Information Systems, data analytics, Business Management or related field along with 3+ years of relevant experience.
Experience working in large IT environments, understanding key computer components such as devices, switches, routers etc.
Understanding of ITIL CMDB and change management framework and implementation
Excel and SQL knowledge for scripting and reporting
Ability to lead and collaborate effectively towards crossfunctional teams
English required: interaction with English speaking stakeholders across Canada

Preferred Qualifications/Competencies:

Experience in implementing Change & Configuration Management Framework
ITIL v4 Foundations Certified
Strong Confluence / Jira knowledge
Experience in automation projects
Knowledge in API
Experience in a coding environment
Tableau and Microstrategy knowledge

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type:
Management

Job Status:
Regular - Full Time

Job Location:
Canada : Quebec : Montreal || Canada : Quebec : Quebec City || Canada : Quebec : Verdun

Work Arrangement:
Hybrid

Application Deadline:12/14/2023

Created:
Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.