Bilingual Business Analyst

Our Digital & Technology team wakes up every day with one goal in mind – to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

Come play a key role in building the future of innovation in Canada, Let’s make your possible.

Do you enjoy working on high-scale, complex, and high visibility projects and programs?  If yes, consider the following opportunity:

Rogers is looking for an English/French Bilingual Business Analyst to join the Employee Support – Self Service team to help design, deliver and optimize IT Services and Support for our employees yielding superior user experience. 

Reporting to the IT Operations/Employee Support Manager, this individual will be responsible for working with Business, IT and Vendor stakeholders to design, develop and optimize our Service Request Catalogue and IT Services/Support delivery as part of Rogers commitment to deliver tools and services to employees in both official languages (English and French). 

Ideal candidate is a well-organized self-starter with excellent writing skills in both English and French, strong relationship management skills, and someone who thrives equally in a team or individual contributor setting.  The candidate has a solid understanding of IT Service Delivery & Optimization based on ITIL framework and ServiceNow to help us deliver world class services and support to our employees.

Typical Responsibilities:

• Write/translate internal communications, functional specifications and other support content in French and English.
• Support development/release activities by executing various stages of testing in English/French and engage with vendors/stakeholders to resolve bugs and defects.
• Intake development asks/needs from the business and work with the team to translate into service catalogue solutions using ServiceNow.
• Help improve IT Service Delivery initiatives through problem management, reporting, analyzing service delivery trends and performing root cause analysis.
• Contribute to service delivery design based on ITIL framework and automation, leading to enhanced user experience with IT Tools and Services.
• Perform investigational analysis & evaluation to determine process, procedure, project and/or application impacts to IT Services.
• Evaluate, recommend and optimize support processes, track results and monitor metrics to support continuous service improvements.
• Contribute to the overall success of the department and corporate objectives.

QUALIFICATIONS

• Bachelor's degree or equivalent combination of education and experience.
• Demonstrated experience in writing content in both English and French. 
• A good knowledge of English is necessary as this role requires regular communication in English with customers and/or team members in other provinces.​
• Excellent oral/written communication and analytical skills as well as strong organizational abilities.
• IT Service Delivery Experience based on ITIL best practices, as well as experience working with service delivery teams, business stakeholders and vendors.
• ITIL and ITSM framework familiarity
• Strong analytical skills, documentation/process detail/accuracy and capable of balancing the “Big Picture” while addressing day-to-day environment services and support needs
• Advanced knowledge of Microsoft Office suite of products (Excel, Word, PowerPoint, SharePoint, Visio etc.)
• Self-motivated and strong team player with solid work ethic and ability to work independently.
• Ability to juggle multiple priorities along with a willingness to learn and adopt with the changing nature of the role.
• ServiceNow experience preferred
• Knowledge of other IT service delivery tools (Remedy, Service Centre, Jira etc.) are a definite plus.

Schedule: Full time

1. Our people are at the heart of our success
2. Our customers come first. They inspire everything we do
3. We do what’s right, each and every day
4. We believe in the power of new ideas
5. We work as one team, with one vision
6. We give back to our communities and protect our environment