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Implementation Specialist

2 months ago

Toronto, Ontario, Canada Bell Full time
About the Role

Bell is seeking a highly skilled Implementation Specialist to join our team. As a key member of our organization, you will play a critical role in providing proactive or reactive solutions for customers.

Key Responsibilities
  • Coordinate end-to-end customer-triggered service requests, ensuring quality, time, and cost targets are met.
  • Collaborate with internal teams, customers, and third-party suppliers to establish communications and manage expectations.
  • Manage and coordinate site surveys, order equipment, and dispatch technicians as needed.
  • Identify, analyze, and advise on operational risks with potential impacts to the managed environment.
  • Act as the customer's single point of contact and escalation point for all service provisioning-related requests.
  • Provide ongoing status updates and ensure quality control.
  • Communicate with internal business groups and executives throughout the life cycle of customer requests.
  • Identify service improvement opportunities.
  • Produce and review post-mortem reports in a timely manner.
  • Facilitate governance meetings with various partners.
  • Meet with Customer Service Account Managers to present results and action plans related to problem management activities.
Critical Qualifications
  • 2 years or more industry experience.
  • In-depth knowledge of telecommunications industry.
  • Knowledge of Data Centers, Managed Services (Voice and Data), LAN/WAN technologies, Security Solutions, VoIP, and Applications.
  • Ability to maintain quality and efficiency in a constantly evolving environment.
  • Ability to work under pressure, cope with ambiguity, prioritize, and multitask.
  • Strong analytical skills with deductive reasoning capabilities.
  • Excellent oral and written communication skills.
  • A recognized leader with a proven track record of using teamwork to create a competitive advantage.
  • Bilingualism required: Maintaining professional relationships with French and English-speaking stakeholders across Canada is critical to this position.
Preferred Qualifications
  • Business Administration or Engineering degree or equivalent.
  • Knowledge of Maximo, UDB, IPACT, SmartPath, ServiceNow, or other ITSM systems or similar Network Vendors.
  • MicroStrategy.
  • Microsoft Office products.
  • ITIL Foundations.