Specialist, Implementation

3 months ago

Toronto, Canada Bell Full time

Req Id: 420340

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have - making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

The Specialist, Implementation is accountable to provide pro-active or re-active solutions for all the different aspects of Problems ‘related to customers’. Our business model is highly customer-centric, with shared accountability between Service teams for managing customer requests. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services. The Specialist, Implementation plays a key role and is an integral part of the end-to-end solution.

**Key Responsibilities**:

- Responsible for E2E coordination of BBM customer-triggered service requests, ensuring quality, time, and cost targets are met
- Coordinate with internal teams (Professional Services, Connectivity, Field Services, etc.), as well as customers, and third-party suppliers, in the managed services and custom deal product space, to establish communications and manage expectations
- Manage and coordinate site surveys, order equipment, and dispatch a technician, when/if required
- Identify, analyse and advise of 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, providing customer with ongoing status and ensuring quality control
- Provide communications to internal business groups and executives throughout the life cycle of the customer’s request
- Identify service improvement opportunities
- Produce and review post-mortem reports in a timely manner
- Facilitate governance meetings with various partners (Business Office, Network & Field Services)
- Meet with Customer Service Account Managers on a regular basis 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
- 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

**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

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Management

**Job Status**:Regular - Full Time

**Job Location**:Canada : Quebec : Montreal || Canada : Alberta : Edmonton || Canada : British Columbia : Vancouver || Canada : Manitoba : Winnipeg || Canada : New Brunswick : Saint John || Canada : Newfoundland : Mount Pearl || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Ontario : Toronto || Canada : Prince Edward Island : Charlottetown || Canada : Saskatchewan : Saskatoon
**Work Arrangement**: Hybrid
**Application Deadline**:09/13/2024

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us,

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