Associate Computer Support, Unifor (Req 235418)

Company Name: Bell Canada
Position Profile: 211
Salary Group: 13
Job Location Address:

  • 160 Elgin, Ottawa ON; or,
  • 100 Wynford Dr, Toronto ON; or,
  • 600 Jean-Talon E, Montreal QC

Job Status: Regular Full-Time
Number of Positions: 2
Date Candidate Required: July 2019
Application Deadline: June 28th 2019
Name of Contact: Antonella Iasenza (514) 870-8974


IMPORTANT:

Employees who are surplus or potentially surplus (with an active 912M form) will be given priority consideration for this position. All other applicants will be considered at the end of the posting period if no surplus employee has been selected.


Name and description of the hiring department:

Reporting to the Blueprints Team Leader, the successful candidate will be responsible for building and testing Blueprint flows to support improvements and communications for projects impacting internal and external call center representatives. The programmer is accountable to test, troubleshoot and fix the various blueprint applications according to business needs, process changes, and/or technical feedback received. The programmer must comply with documentation standards and style guides, corporate rules and tool structure.

Job Duties / Accountabilities:

  • Edit/Update Process Flows required for programming to ensure they respect established guidelines
  • Program processes in BPI applications and ensure fully integrated solutions (CCE, recommendation tool, automation, widgets)
  • Review, Test, Troubleshoot, Fix BPI application end-to-end process using testing tools
  • Enter Content in BPI (e.g. MOTD, In-Step Content, Need Help, Categorization, etc.)
  • Filter and fix feedback based on established priorities (logic and content)
  • Be able to identify non-compliance to guidelines, propose alternatives and advise partners on how to meet business needs
  • Assist management in identifying opportunities to improve navigation, quality of flows and agent experience
  • Have the ability to understand local (functional team) business process and communicate effectively verbally and in writing with our internal partners
  • Ensure final product provides required data points required for insight and analysis
  • Research and implement innovative ideas to continuously improve Blueprints and enrich our overall content management program
  • Share and apply key learning to ensure optimal knowledge base content
  • Possess strong organization and time management skills with the ability to make decisions and prioritize work to meet strict timelines

Essential Qualifications / Competencies:

  • Relevant programming experience in any of the following languages
    • Java
    • JavaScript, JQuery, Angular
    • HTML, HTML 5
    • CSS, CSS 3

Preferred Qualifications / Competencies:

  • Authoring experience in Blueprint platforms (BITs, BPI, SmartSolve)
  • Experience with Process Designer
  • Experience with Admin UI
  • Authoring experience with knowledge base tools
  • Experience building test cases and managing quality assurance process

Working Conditions:

  • Must be available to work evenings/weekends as needed while still working 37.5 hours per week

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Union
Job Status: Regular – Full Time
Position Level: Unifor – Clerical Associate
Job Location:

  • Canada : Ontario : Ottawa
  • Canada : Ontario : Toronto
  • Canada : Quebec : Montreal

Contact Name: Antonella Iasenza
Application Deadline: 06/28/2019

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