Business Analyst

Req Id: 370351

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values professional growth and employee wellness, we want you on the Bell team.

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.

Do you often think about how details fit within the big picture?
Do you enjoy challenging the status quo?
Are you a Customer Experience Champion?
Are you technical and a visionary who loves working on transformation projects?
If so, The Bell Business Markets team is looking for a bright-minded individual with solid project management and business analysis skills who is capable of driving change while working through complex issues in an overall mandate to provide support to key members of the project/product development team.
The Business Analyst within the Client Services group for Bell Business Markets will be part of a team responsible for the optimization and delivery of exciting transformation projects or new product introduction. The role will function as an interface with the operational group, IT and a team of experts working on project engineering with overall responsibilities and an opportunity to lead in the definition of solutions, creation of requirements, roadmaps, sequences and overall end-to-end delivery.
This is an exciting opportunity to work with high calibre professionals on projects that make Bell better. If you have a background in the management, analysis and development of projects and processes; plus you are experienced and passionate about improved service and the customer experience, this is a great opportunity to play a leading role in contributing to Bell’s key strategic imperatives.

**Job duties / accountabilities**:

- Represent the Customer and the Client Services team within Bell Business Markets on new product introduction, but also system and process improvement initiatives.
- Develop sustainable, repeatable and quantifiable business process improvements
- Collect and analyze data to initiate, develop and recommend business practices and procedures that focus on enhanced customer service, increased productivity, and cost reduction
- Assume a leading role in performing and overseeing the multi-functional tasks associated with these objectives, while working closely with colleagues and other business stakeholders.
- Work with Business Stakeholders, Operations Teams, Development Teams, Technical SMEs, and Leadership to ensure that the solutions provided align with the business requirements and business objectives
- Optimize delivery through the process life cycle (ordering to delivery to billing).
- Recommend changes to established methods, propose alternative and new solutions to improve operational efficiency
- Engage with business and technical stakeholders to gather, analyze, and document requirements
- Develop user stories, UI mock-ups/prototypes, process diagrams, and other documentation to effectively convey requirements to the development team
- Ensure detailed documentation of business requirements and operational methods
- Build the training strategy, develop training material and deliver end user training or support Trainers and provide information to help build the training strategy
- Perform continued evaluations of end user adoption and work with end users to identify opportunities for business process improvements
- Develop full-scale project plans and associated communications documents
- Support Customers with onboarding to Bell Business Self Serve Centre (BBSSC), with BBSSC training requests and/or with BBSSC technical issues

**Critical Qualifications/Competencies**:

- Certification in Project Management and/or Business Analysis
- Comprehensive knowledge of Change Management, Project Management and Process Improvement principles
- Customer Experience focused
- Project/Product knowledge and experience within (specifically, but not limited to):

- Voice : BTC, SIPT
- Data: IPVPN, Broadband
- Managed Services: VMS, MIS-Network, MIS-Wireless & MIS-Video
- Professional work ethic, inter-personal skills and strong organizational skills are essential
- Excellent communication skills, both written and verbal
- Conceptual thinking and creative problem solving skills
- Ability to lead and influence others
- High level knowledge of Client Services processes and products within large, cross-functional organizations
- Collaboration and negotiation skills
- Analytical and technical skills
- Flexibilit