Operations Specialist

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:

Who we're looking for:
Rogers Communications is seeking a Change Management Specialist, Change Enablement to operate the Network Change Management function under a combined Change Enablement group within Technology. The position will be responsible for enforcing and enabling the Change Management area that supports business and customer services and applications, will assist with gathering requirements from, Engineering and Operations, executing the Change Management process and procedures, supporting Change Management reports and the forward schedule of changes, maintaining the Change Management calendar, and support the evolvement of the Change Management space.
 

The candidate will also be expected to work with internal and external partners to understand the needs to make a change and collaborate with Engineering, Program Management, Operations and Application groups to understand and action business expectations. In addition to supporting to process, the successful candidate would have a strong technical background to be able to evaluate and challenge new changes for their technical competency within the Network organization to ensure the changes are ready for change and can identify potential conflicts with other changes scheduled. We are open to hire for our Vancouver, Calgary or Greater Toronto Area Location.
 
What you'll do:

• Responsible for the day-to-day requirements of the Change Management process.
• Enforce the Change Management processes that are in place.
• Contribute to Technical Advisory Board (TAB) meetings and co-ordinate changes among operations support teams, review changes for documentation consistency prior to CAB review.
• Ensure accuracy and completeness of Change Tickets and provide feedback as necessary to ensure adherence to documentation standards.
• Continuously evaluate and evolve the change enablement process, implementing new solutions that address the most identified gaps.
• Identify best practice opportunities and where appropriate share across other Rogers contact centers.
• Participate in specific Operations Management activities, as required.
• Participate in special Projects, as required.
• Some flexible hours of work may be required.
• Understand the breadth of the network and services to enable more changes based upon the evolving needs of the business, leveraging experience and leadership to collaborate with peers of the same level and challenge them to perform changes diligently

 
Activities & Deliverables:

• Review and process change tickets within the Service Management Tools ServiceNow & BMC Remedy
• Participate in the activity reviews as presented ready for change
• Enforce and support daily/weekly/monthly KPI’s and Metrics.
• Continually seek and implement opportunities to increase Customer Satisfaction.
• Ensure alignment with ITIL and other industry best practices and methodologies.
• Work with stakeholders to plan and implement new features and enhancements required, with focus on Change Management.
• Define key business metrics or indicators that drive Change Management process execution.
• Interact and scrutinize changes to ensure they are ready for implementation and ensure alignment with requirements for a proper change submission
• Facilitate change enablement activities with cross-functional team members and stakeholders to understand and ensure adoption of the operations change management process and policies.
• Communicate the Change Enablement Policies, Processes, and Procedures to customers and stakeholders.

What you bring:

• Have technical aptitude to be able to effectively challenge changes and those raising them in the ever growing and increasing complex environment.
• Build partnerships and foster teamwork with stakeholders across Technology teams.
• Experience with ITIL methodologies and industry best practices
• Experience in a multi-vendor service delivery, including experience with large Service Management rollouts
• 2+ years’ experience with Change Management based on the ITIL framework.
• Experience with multiple server vendors and operating systems, virtualization technologies, database and middleware tools for DB, IP transport and fiber networks, Wireless and Wireline platforms and service delivery.
• Understanding of network fundamentals, IP transport and fiber networks and project lifecycle within telecommunications
• Good presentation, facilitation, collaboration and team leadership skills.
• Influencing others, negotiation and not afraid to hold those accountable for quality and meeting the requirements for Change Management
• Working knowledge of industry standard architectural tools, processes and frameworks.
• Proven ability to analyze and solve a wide range of technical problems.
• Resolves problems independently and/or through a support team.
• Experience of planning and progressing work activities using initiative and independent judgment.
• Excellent written and verbal communication skills are a must.
• Likes to engage with internal peers and working cross-functionally within a team.
• Ability to effectively communicate technical concepts to non-technical clients/partners is of significant importance, specifically at senior management level.
• Excellent analytical skills are required
• Be able to make a decision under pressure, think quickly and present factual arguments for further discussion

What’s in it for you? 
We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive salary & annual bonus 
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:
  • My Path: self-driven career development program 
  • Rogers First: priority in applying to internal roles of interest
• Wellness Programs:
  • Homewood employee & family assistance program 
  • Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
  • Low or no-cost fitness membership with access to virtual classes
• Our commitment to the environment and diversity:
  • Work for an organization committed to environmental protection
  • Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Information Technology
Requisition ID: 305629

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 Recruitment Process FAQ.

Posting Notes:  Technology