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:

The successful candidate will play an integral role in trend analysis, customer and user issue resolution, executing testing use cases and resolving issues while providing best in class support. This role is also responsible for supporting the launch of new functionality through all deployment cycles. 

What you will do:  

• Troubleshoot and resolve issues reported by our customers for self serve tools using the intake processes within SLA. Acting as Tier 1 and escalating to IT for further troubleshooting and resolution as required 
• Execute business readiness testing of new capabilities
• Manage & execute customer user profiles
• Provide demos to end users

• Provision and track used licenses for supported tool sets 

• Collaborate with defect management prime for defect and enhancement creation and resolution 

• Document support methodology and processes for customers, business stakeholders and internal teams 

• Identify and report on trends related to issues and learning opportunities found in production 

• Create and update templates in Optic 

• Monitor known issues to ensure relevant updates are communicated to the Defect Prime 

• Attend and host demos and focus groups to understand and communicate key functionality  

• Complete testing during evening & weekend deployments (approximately once/month) 

What you will Bring: 

• 3-5 years of experience in a Telecom or related industry with a strong understanding of the customer as well as the sales & service journeys through Wireless, Wireline, Digital and Marketing streams 

• Subject Matter Expert level knowledge related to supported tools 

• Salesforce Administration certification preferred 

• Working knowledge of the Rogers Business SFDC instance 

• Proficient skills and experience with Jira and ServiceNow 

• Capable of understanding complex processes with limited guidance 

• Ability to prioritize workload with minimal direction 

• Proficient skills in Microsoft Office Suite  

• High level of business acumen with excellent written and verbal communication skills to communicate across different levels of the organization 

• Passionate and committed with a positive attitude 

• Technical Aptitude and ability to learn quickly 

• Proven ability to work independently within a team environment 

• Availability to support evening & weekend releases as required (approximately once/month) 

• A good knowledge of English is necessary as this role requires regular communication in English with customers and/or team members in other provinces.

Schedule: Full time