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Change Enablement Specialist
12 hours ago
At Rogers, we are committed to helping Canadians bridge the digital divide and ensure that no one is left behind in accessing reliable connectivity. Through our Service Expansion projects, we are proud to bring our wireless and internet service to homes and businesses across the country to connect them to the people and things that matter most.
Our rapidly growing team is looking for new team members who are committed to making connectivity possible for our neighbours, communities, and local businesses. This team works cross-functionally, collaborating with our Network, Rogers for Business, and Consumer teams to make a lasting impact in underserved or unserved communities for generations to come.
Come play a key role in building the future of innovation in Canada.
Are you up for the challenge and the fun? If so, consider the following opportunity:
What you will be doing:
- Responsible for the day-to-day requirements of the Change Management process.
- Enforce the Change Management processes that are in place.
- Chair the Change Advisory Board (CAB) 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
- 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 v3 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
- Lead and 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 have:
- 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 have fun and working cross-functional
- 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
LI-AV1
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 & Engineering
Requisiti
