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Specialist, Business Process At Bell

Location: Toronto, Ontario

Job Description

Req Id: 212440


Bell is a truly Canadian company with over 138 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.

To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.

If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.

Our Network team plans, designs, builds and operates Bell’s multi-billion dollar networks, including the continued expansion of our fibre optic network, HSPA+ and LTE — Canada’s largest and fastest wireless network.

The service we provide is the foundation of Bell’s competitive advantage and a critical step towards achieving Bell’s goal to be recognized by customers as Canada’s leading communications company.


Position Description:

Reporting to the Senior Manager, Service Operations – the successful candidate will be responsible for analyzing/modeling business processes and developing systems and standards for business reports. They must be experts in document standardization, control procedures and data management and be able to effectively coordinate the needs of multiple teams within Bell NHS (National Hosting Service). The primary focus of this role will be to report on and manage KPIs (Key Performance Indicators) and CSFs (Critical Success Factors) related to all ITIL processes as well as the ongoing management of documentation required to support these processes.


Job Duties / Accountabilities:

  • Prepares process, new product documentation and post-incident reports.
  • Reviews processes in order to gain complete understanding of current procedures, identify improvements, and document those processes.
  • Develops and maintains document standards and controls.
  • Adheres to document lifecycle procedures.
  • Stores, manages and tracks all ITSM documentation within the document management system.
  • Generates and compiles data from the ITSM ticketing system.
  • Creation and analysis of KPI’s and critical success factors to assist with driving improved results within Bell NHS.
  • Create weekly, monthly and quarterly SLA & KPI reporting.
  • Performs calculations based on existing Service Level Agreements.
  • Responsible for the governance & continuous improvement of the Incident Management process.
  • Manages the lifecycle of Problems and Known Errors within Bell NHS.
  • Responsible for ITIL process mapping, modelling and re-engineering across Bell NHS.

Critical Qualifications / Competencies:

  • Minimum of 1 – 3 years of professional experience in a Documentation, Reporting or Process Analysis role.
  • A post-secondary diploma or degree in English, Business Administration/Analysis or a related field.
  • Professional experience in IT, preferably in an IT Operations or Data Centre environment.
  • Prior experience with ITSM based tools, such as ServiceNow.
  • Proficiency with MS Office applications: Word, Excel, Visio and PowerPoint.
  • ITIL Foundations certification would be an asset.
  • Ability to work independently in a fast-paced environment with little direct supervision

Preferred Qualifications / Competencies:

  • Knowledge of document management systems such as SharePoint or Confluence.
  • Experience with data mining, reporting and analytics.
  • Ability to build efficient reports through queries using relationships from multiple sources.
  • Strong interpersonal, written/oral communication and research skills.
  • Organized individual with an ability to prioritize multiple projects in a fast paced and changing environment.
  • Innovative, visionary and analytical thinking approach to problem solving.

Bilingualism is an asset (English and French)


Additional Information:

Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 10/29/2018

Please apply directly online to be considered for this role. Applications through email will not be accepted.


Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.


Created: Canada, ON, Toronto

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