Job Description

At Rogers, we are committed to helping Canadians bridge the digital divide and ensure that no one is left behind in accessing reliable connectivity. Through our Service Expansion projects, we are proud to bring our wireless and internet service to homes and businesses across the country to connect them to the people and things that matter most.

Our rapidly growing team is looking for new team members who are committed to making connectivity possible for our neighbours, communities, and local businesses. This team works cross-functionally, collaborating with our Network, Rogers for Business, and Consumer teams to make a lasting impact in underserved or unserved communities for generations to come.

Come play a key role in building the future of innovation in Canada.

Are you up for the challenge and the fun? If so, consider the following opportunity:

Rogers Communications is seeking an Operational Specialist, Change Enablement to operate the Network Change Management function under a combined Change Enablement group within Technology. The position will be responsible for enforcing and enabling the Change Management area that supports business and customer services and applications, will assist with gathering requirements from, Engineering and Operations, executing the Change Management process and procedures, supporting Change Management reports and the forward schedule of changes, maintaining the Change Management calendar, and support the evolvement of the Change Management space.

The candidate will also be expected to work with internal and external partners to understand the needs to make a change and collaborate with Engineering, Program Management, Operations and Application groups to understand and action business expectations.

In addition to supporting to process, the successful candidate would have a strong technical background to be able to evaluate and challenge new changes for their technical competency within the Network organization to ensure the changes are ready for change and can identify potential conflicts with other changes scheduled.

As part of the recruitment process, successful candidates will be required to complete criminal and credit background checks

What you will do:

• Responsible for the day-to-day requirements of the Change Management process.
• Enforce the Change Management processes that are in place.
• Chair the Technical Advisory Board (TAB) meetings and co-ordinate changes among operations support teams, review changes for documentation consistency prior to CAB review.
• Ensure accuracy and completeness of Change Tickets and provide feedback as necessary to ensure adherence to documentation standards.
• Continuously evaluate and evolve the change enablement process, implementing new solutions that address the most identified gaps.
• Identify best practice opportunities and where appropriate share across other Rogers contact centers.
• Participate in specific Operations Management activities, as required.
• Participate in special Projects, as required.
• Some flexible hours of work may be required.

Activities & Deliverables:

• Participate in the activity reviews as presented ready for change
• Enforce and support daily/weekly/monthly KPI's and Metrics.
• Continually seek and implement opportunities to increase Customer Satisfaction.
• Ensure alignment with ITIL v3 and other industry best practices and methodologies.
• Work with stakeholders to plan and implement new features and enhancements required, with focus on Change Management.
• Define key business metrics or indicators that drive Change Management process execution.
• Interact and scrutinize changes to ensure they are ready for implementation and ensure alignment with requirements for a proper change submission
• Facilitate change enablement activities with cross-functional team members and stakeholders to understand and ensure adoption of the operations change management process and policies.
• Communicate the Change Enablement Policies, Processes, and Procedures to customers and stakeholders.

What you bring:

• Build partnerships and foster teamwork with stakeholders across Technology teams.
• Experience with ITIL methodologies and industry best practices
• Experience in a multi-vendor service delivery, including experience with large Service Management rollouts
• 2+ years' experience with Change Management based on the ITIL framework.
• Experience with multiple server vendors and operating systems, virtualization technologies, database and middleware tools for DB, IP transport and fiber networks, Wireless and Wireline platforms and service delivery.
• Understanding of network fundamentals, IP transport and fiber networks and project lifecycle within telecommunications
• Good presentation, facilitation, collaboration and team leadership skills.
• Influencing others, negotiation and not afraid to hold those accountable for quality and meeting the requirements for Change Management
• Working knowledge of industry standard architectural tools, processes and frameworks.
• Proven ability to analyze and solve a wide range of technical problems.
• Resolves problems independently and/or through a support team.
• Experience of planning and progressing work activities using initiative and independent
• judgment.
• Excellent written and verbal communication skills are a must.
• Likes to have fun and working cross-functional
• Ability to effectively communicate technical concepts to non-technical clients/partners is of significant importance, specifically at senior management level.
• Excellent analytical skills are required
• Be able to make a decision under pressure and present factual arguments for further discussion

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Engineering
Requisition ID: 279738

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

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the .

Posting Notes: Digital & Technology