Business Analyst
At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes. From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed. We offer Canada’s largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT! We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.
Come play a key role in driving the future of business innovation in Canada. We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.
Are you up for the challenge? If so, 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
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (824), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Marketing & Product Management
Requisition ID: 285185
Together, we’ll make more possible, and these six shared values guide and define our work:
Our people are at the heart of our success
Our customers come first. They inspire everything we do
We do what’s right, each and every day
We believe in the power of new ideas
We work as one team, with one vision
We give back to our communities and protect our environment
What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ (https://performancemanager4.successfactors.com//RCI/Rogers_Recruitment_FAQ.pdf) .
Posting Notes: Sales & Marketing
Location:
Toronto, ON, CA
Being a Rogers team member comes with some great perks & benefits including:
· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs
*available for full-time and part-time permanent employees, some restrictions apply
Looking for career guidance and inspiration?
Catch up on the latest episodes of For the Love of Work (https://fortheloveofwork.ca/) podcast with Dr. Sonia Kang.
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