Job Description

Analyst, Telephony and Systems
Banner:

RONA INC.

Entity:

RONA INC. - Corporate - Boucherville QC - 00002 - Boucherville

City:

Boucherville

Province:

Quebec

Job Status:

Permanent

Job Category:

IT

Closing Date:

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By joining the Rona Inc. family, you\'ll enjoy many benefits, such as:

A fitness centre, sports activities, and showers
A childcare centre that can accommodate up to 78 children
A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
Exclusive employee discounts, plus a 10% discount on store merchandise (at all Rona Inc. locations)
Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
Flexible hours and remote working
Electric car charging stations
Career growth opportunities within the company
An inclusive and safe working environment
Promotion of work-life balance
An employer that\'s involved in the community
And much more!

At RONA, over 26,000 employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service some 450 corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA, Lowe\'s, Reno-Depot, and Dick\'s Lumber banners are always looking for dedicated employees to help meet the needs of all DIYers and contractors.

You\'ve got the talent? We\'ve got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You\'ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So if you\'re looking to do what you love, we could be perfect for each other.

Workplace

Our head office being located in Boucherville, on the South Shore of Montreal, we know that some of our employees are concerned by the roadwork being carried out in the Louis-Hippolyte-La Fontaine tunnel. That\'s why we stood up an in-house advisory committee and implemented new work policies that provide our teams with even more flexibility, no matter where they live. Whether it\'s working from home or having flexible hours - when a role requires employees to be physically present at the office -, we are constantly revaluating our practices to provide the best possible work environment to our employees.

Our expectations

Under the Manager, Technology - IT Telecom & Telephony, the telephony and systems Analyst documents, communicates Telephony user\'s and Call Center\'s needs to the technical team and supports users when solutions are being put in production.

Your role

In Stores, Warehouses and Administrative Support Centers:

Document Telephony and IVR needs for Store, Warehouse and Admin centers for new and updated deployments;
Clearly Communicate requirement to technical teams for configuration;
Coordinate Changes with team;
Manage Users documentation (cheat sheets);
Manage communications with all parties while migrating a site;
Manage receptionist\'s requirements;
Remain available to technical support team in order to help them understand Users requirements.

Call Centers:

Maintain a privileged relationship with Call Center\'s Managers;
Document and obtain approval for requirements requests from Call Centers (including voice prompts transcripts);
Transfer requirements to technical team for configuration;
Train Call Center agents on UC app;
Support cut-overs in Call Centers;
Maintain and manage Holidays configurations.

General:

Remain available to technical support team for understanding users requirements;
Maintain knowledge base for Technical Ops level 1 and 2;
Work in close relationship with Project Managers;
Do external line service analysis and propose updates;
Do Phone number ports (DID);
Work with our external telecom partners.
The qualifications we are looking for
University degree and/or equivalent related experience;
5 to 8 years of experience as an IP Telephony Analyst;
2 to 3 years of experience as a Telephony Analyst in Call Centers;
People oriented, able to interact efficiently with users and managers;
Capacity to share ideas and alternatives;
Problem resolution abilities;
Well organized;
Work under pressure;
Teamwork is a must;
Have the ability to popularize and communicate knowledge;
Ability to adapt to changes;
Able to work outside of regular hours, on occasions;
Organized and care for details;
Good knowledge of MsOffice tools including Teams.

The masculine generic is used without discrimination and only in order to simplify the text. Rona Inc. is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disab

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ility, or any other status protected by law.

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RONA inc.

Created in 1939, RONA is a part of the Lowe\'s Canada family of banners. Spanning the entire country, its vast network more than 375 stores includes both corporate stores and independent affiliated dealers. Working at Lowe\'s Canada means being...

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