• Job Description

  Req#: 415377

  Req Id: 415377

  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.
  

  Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.
  

  Summary

  The change & configuration team at Bell is looking for an enthusiastic change & configuration manager to support our clients with the overall objective and authority to ensure daily end-to-end delivery of services in adherence with the change & configuration management plan. This role will be dedicated to a large customer account. You will also be leading projects & initiatives cross-functionally with business, technical, and operational teams to ensure continuous alignment and champion B2B customer experience for Bell Canada.

  Key Responsibilities

  Support the change & configuration management team in the establishment, governance and continuous improvement of the change & configuration management system (CMS). This includes the following E2E responsibilities: Identification, Control, status accounting, verification, audits, training & reporting.

  • Identification – This involves identifying and documenting all the components of a product or system as well as all of their correlations
  • Configuration Control Board (CCB) – This involves establishing and maintaining change management processes over configuration changes made to the configuration of a product or system.This includes Reviewing and approving significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed.
  • Status Accounting – This involves tracking and reporting the status of the configuration of a product or system; including version control, approval status and status of implementation.
  • Verification – Lead and collaborate with IT & Process owners, and process stakeholders to gather and analyze needs, translating these needs into requirements; maintain up to date knowledge of industry best practice standard..
  • Compliancy / Adherence Audits – Facilitate and perform CMDB audits to ensure data completeness, correctness and quality; enable process adherence through reporting and dashboards.
  • Planning – Managing the day-to-day activities of the process, including establishing priorities and work assignments; Tracking compliance to policies and procedures and resolving or escalating any compliance issues.
  • Training – Coaching of change & configuration management processes, tools, and procedures to ensure that they are equipped to effectively participate in the practice.
  • Reporting – Develop reports for management on KPIs to improve the process effectiveness, efficiency, and data accuracy.

  Critical Qualifications

  • Bachelor's Degree or Diploma in Computer Science, Information Systems, data analytics, Business Management or related field along with 3+ years of relevant experience.
  • Experience working in large IT environments, understanding key computer components such as devices, switches, routers etc.
  • Understanding of ITIL CMDB and change management framework and implementation
  • Excel and SQL knowledge for scripting and reporting
  • Ability to lead and collaborate effectively towards cross-functional teams
  • English required: interaction with English speaking stakeholders across Canada

  Preferred Qualifications/Competencies

  • Experience in implementing Change & Configuration Management Framework
  • ITIL v4 Foundations Certified
  • Strong Confluence / Jira knowledge
  • Experience in automation projects
  • Knowledge in API
  • Experience in a coding environment
  • Tableau and Microstrategy knowledge

  #EmployeeReferralProgram

  Adequate knowledge of French is required for positions in Quebec.

  Additional Information:

  Position Type: Management
  Job Status: Regular - Full Time
  Job Location: Canada : Quebec : Montreal || Canada : Quebec : Quebec City || Canada : Quebec : Verdun
  Work Arrangement: Hybrid
  Application Deadline: 12/14/2023

  For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

  
  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 recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

  Created: Canada, QC, Montreal

  Bell, one of Canada's Top 100 Employers.

• About the company

  Bell Mobility Inc. is a Canadian wireless network operator and the division of Bell Canada which offers wireless services across Canada.

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