Job Duties and Accountabilities:
Incident and Problem Management
Ensure timely identification and resolution of any incidents and problems that adversely impact the customer billing experience.
Engage and/or lead during high impact incidents and problems. Bring together virtual teams of experts to resolve problems impacting billing or ordering experience.
Ensure impact and root cause of incidents and problems are understood, and ensure appropriate actions are taken to resolve and prevent recurrence through lessons learned.
Effectively use situation management guidelines to communicate billing incidents to stakeholders.
Identify negative trends in system performance, bill accuracy or timing.
Work in partnership with Bell’s business representatives and service providers to prioritize incidents and problems for resolution. Working in partnership with Change and Release Management teams, schedule defect fixes as patches or as error content in major releases and provide forecasts of workload to the various testing teams whenever fixes must be tested prior to implementation.
Ensure incident and problem management processes are efficient and effective by developing and continuously improve incident and problem management governance processes to ensure they evolve to meet changing business needs.
Monitor and report availability and performance impacts during major incidents.
Following Bell IT change management policies, processes and tools.
Partner with service providers to protect the production environment from the impact of change through effective change scheduling, risk assessment and monitoring of implementation.
Business and Vendor Liaison
Hold vendor accountable to deliver service that is equal to or exceeds agreed to service level agreements.
Establish strong relationships with business and vendors and act as the escalation point between teams.
Know the business processes dependent on the application.
Identify system opportunities that would reduce support effort and/or improve the customer billing experience.
Evolution/Operations work program
Understanding of the application infrastructure within your scope, including Disaster Recovery, hardware and software currency.
Be aware of upcoming delivery and maintenance releases impacting the application within you scope and participate in normalization.
Explore and drive forward any hardening or upgrade initiatives that would improve overall level of support.
Engage appropriate business representatives to evaluate solutions as required.
Strong analytical skills and willingness to proactively seek information to ensure risk assessment and mitigation
Understanding and knowledge of the residential customer billing experience.
The ability to effectively facilitate and coordinate meetings, and to negotiate consensus from cross-functional teams
Understand and articulate IT concepts and issues from a business perspective
Excellent written and verbal communication skills
Willingness to manage own time, working extended hours when necessary to meet deliverables
Through a personal development plan, remain current in industry best practices related to IT Service Management
Knowledge of Billing and Ordering Systems.
Application support and Business Analyst experience preferred.
Business knowledge related to call centre, retail and self-care ch