Job Description

Our Digital & Technology team wakes up every day with one goal in mind - to connect Canadians to the people and things that matter most. Collectively, we\'re proud to support 30 million Canadians each month.

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada\'s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

Come play a key role in building the future of innovation in Canada, Let\'s make your possible.

Do you enjoy working on high-scale, complex, and high visibility projects and programs? If yes, consider the following opportunity:

We are looking for a technically-minded Service Delivery Analyst who will create and manage technical & non-technical written content while flexing their creative muscles. In this role, you will support our IT Operations team by owning knowledge management, training, and quality assurance. You understand relationship management and use this skill to gain cross-functional buy-in to contribute subject matter expertise to prepare support teams with resources necessary to perform technical support. You have a knack for clarifying complex topics (written and verbal) in a way that\'s useful and consumable to both technical and non-technical audiences. Following defined guidelines and processes, you will format and design page layouts using HTML5 code in ServiceNow. You will enable self-serve and technical support and contribute to training programs by creating video tutorials and quizzes to supplement process documentation.

What you\'ll be doing:

• Consult with support teams to determine documentation required to support end users and technical support staff
• Provide constructive feedback internally and externally to develop comprehensive documentation
• Strategically format written content to optimize consumption based on the intended audience
• Analyze existing documentation for consistency in tone, style and publishing
• Design and edit online articles using HTML5
• Facilitate IT Support Incident Template updates
• Feed new knowledge content into training modules
• Supplement written content by creating video tutorials
• Perform quality assurance analysis for IT Support teams
• Document and share requirements, lessons learned, best practices for knowledge management, training and QA
• Plan, develop and maintain operational procedures

What you have:

• Ability to quickly grasp and understand complex, technical applications and translate that information into various formats to educate various audiences
• Excellent HTML skills
• Full-time or co-op internship experience working in a technical writing position
• Proficiency with Microsoft Office and Cloud applications
• Working experience with video editing software such as Camtasia
• Experience working with incident management or application support an asset
• Bilingualism is required: A good knowledge of English is necessary as this role requires regular communication in English with customers and/or team members in other provinces.\xe2\x80\x8b
• Strong attention to detail, with a critical eye for tactfully improving the work of others
• Able to write in explanatory and procedural styles for multiple audiences
• Skilled at multitasking
• Self-starter, fast learner, can-do attitude and great interpersonal skills

Schedule: Full time

Shift: Day

Length of Contract: No Selection

Work Location: 800, Gauchetiere O, Bureau 4000-Place Bonaventure - Montreal(182), Montreal, QC

Travel Requirements: Up to 10%

Posting Category/Function: Technology & Information Technology

Requisition ID: 267212

At Rogers Digital, our team doesn\'t shy away from big ideas - we bring them to life. We work tirelessly to deliver the best user experiences (period) and build amazing self-serve experiences that our customers want to use. We are customer-obsessed agents of change and are committed to innovation and creating effortless experiences for customers and frontline employees. We use cutting-edge tools and technologies to solve critical and complex problems with award-winning solutions. Our work impacts millions of customers everyday. At Rogers Digital, we\'re looking for people who embrace change, take risks, and push boundaries. Learn more about our team and our work @

Together, we\'ll make more possible, and these six shared values guide and define our work:

• Our people are at the heart of our success
• Our customers come first. They inspire everything we do
• We do what\'s right, each and every day
• We believe in the power of new ideas
• We work as one team, with one vision
• We give back to our communities and protect our environment

Posting Notes: Digital & Technology

Location:

Toronto, ON, CA Montreal, QC, CA

Being a Rogers team member comes with some great perks & benefits including:

\xc2\xb7 Health & well-being benefits
\xc2\xb7 Donation matching
\xc2\xb7 Paid time off for volunteering
\xc2\xb7 Wealth Accumulation including: Pension plan & Employee stock options
\xc2\xb7 Generous employee discounts
\xc2\xb7 Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

Looking for career guidance and inspiration?

Catch up on the latest episodes of podcast with Dr. Sonia Kang.

Rogers Communications