Business Analyst, Intelligent Routing

Req Id: 411490
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.
Summary
Our team is looking for a talented Business Analyst to lead the delivery of solutions for Bell Business Markets. The successful candidate will collaborate with other business analysts, architects, and various teams such as product managers, IT, operational groups and external vendors. We require a highly motivated individual, who thrives in a constantly changing and exciting environment, to apply creativity and innovation in the development of solutions essential to improve and build upon a feature rich workload management system for the Bell Business Support Centre.
Reporting to the Senior Manager, the incumbent will have to contribute in several phases of the project delivery such as planning, design, conception and implementation with different level of involvement from project to project.
Key Responsibilities

• Deliver a change management strategy.
• Scope technical solutions using our existing workload management system and influence new system development to support the business objectives
• Be responsible for gathering and documenting business and system requirements, current and proposed process mappings, and ensuring that the solutions resulting from the development effort will meet these requirements.
• Liaise with SMEs to define solutions that meet users’ requirements and are technically appropriate.
• Recommend changes to established methods; propose alternative and new solutions to improve operational efficiency.
• Support users during project normalization.
• Support Trainers and provide information to help build the training strategy.
• Define and document operational methods.
• The role also involves driving the user acceptance testing process, including preparation of acceptance criteria, review of the test plans and scenarios, review of test results as well as taking responsibility for end-to-end testing. The Business Analyst may also execute test cases and directly ensures system integrity.

Critical Qualifications

• Experience with Customer Service systems (i.e. Salesforce, Zendesk, Jira), processes and challenges is an asset
• Experience in Agile environment is desirable.
• 2+ years of experience as a Business Analyst/Process or Systems within IT or Business.
• Ability to prioritize, and accomplish multiple tasks, directly or indirectly related to deliverables, in a fast-paced atmosphere with minimal supervision.
• You value partnership, collaboration, and approachability
• You can contribute and challenge UI/UX ideas
• Team oriented who is able to work effectively at all levels of an organization with the ability to build bridges with technical & non-technical teams and influence others to move toward consensus.
• Experience with or knowledge of JIRA and Confluence
• Experience enabling rich solution design, untangling complex processes, and telling compelling stories using data
• Proficiency in Microsoft Office suites of tools
• High level understanding of technologies and protocols like REST, JSON, and SQL is desirable
• Highly self-motivated and self-directed with a strong attention to detail
• Business Analyst certification is an asset.
• Enthusiastic about technology, an analytical problem-solving mindset, ability to deal with ambiguity

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Adequate knowledge of French is required for positions in Quebec.
Additional Information
Position Type: ManagementJob Status: Regular - Full TimeJob Location: Canada : Ontario : Mississauga || Canada : Quebec : Verdun
Work Arrangement: Hybrid
Application Deadline: 05/26/2023
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].
Created: Canada, ON, Mississauga
Bell, one of Canada's Top 100 Employers.
411490