Summary

We are seeking a highly motivated Bilingual Technical Consultant to join our Professional Services team within Bell Business Markets, supporting the digital transformation of businesses and government organizations across Canada. This role involves acting as a key technical point of contact, analyzing customer change requests, collaborating with technical teams to estimate effort, and preparing the necessary documentation. The successful candidate will contribute to the delivery of innovative solutions across various sectors including Wifi, Networks and Data centers.

Key Responsibilities

• Change Analysis and Planning:
  • Conduct a thorough analysis of change requests submitted by managed services customers, carefully examining the documentation, diagrams, and technical specifications.
    
  • Analyze in depth the change documents submitted by managed services customers to fully understand the client's needs, objectives and constraints, as well as the technical implications of the proposed change.
    
  • Validate the relevance and technical feasibility of customer change requests, considering available resources, deadlines and customer constraints.
    
  • Present changes to the CAB and TAB committees.
• Documentation and Technical Preparation:
  •  Write and validate technical change documents, such as MOPs (Manual of Procedure) and POAs (Plan of Action), ensuring their accuracy, completeness and clarity.
    
  • Work closely with the various Bell technical teams to estimate the implementation efforts of non-standard changes, considering the technical complexity, risks and time constraints.
    
  • Collect effort estimates from the various teams involved in the implementation of changes, consolidating the information and ensuring the consistency of the estimates.

Critical Qualifications

• Bachelor's degree in telecommunications engineering or computer science, or equivalent experience.
  
• Bilingualism (French and English) is required.
  
• 3-5 years of experience in change management: Knowledge of change management methodologies (ITIL, etc.) and best practices in planning, documenting, testing and implementing changes.
  
• Knowledge of IT security, network infrastructures (LAN, WAN, SD-WAN, WIFI)., IP/MPLS service, wireless technologies (WLAN) 
  
• Technical documentation skills: Ability to write clear, precise and comprehensive technical documents, such as MOPs (Manual of Procedure) and POAs (Plan of Action).
• Estimation skills: Ability to estimate the efforts, costs and deadlines associated with the implementation of changes.

Desired Skills

• Experience in customer service and excellent interpersonal skills, writing & presentation
• Strong analytical and problem-solving skills, with the ability to assess complex situations and make informed decision
• Excellent communication skills, both oral and written, with the ability to engage effectively with customers, technical teams, and managemen
• Collaborative team player, able to coordinate and share information across various Bell technical team
• Customer-focused mindset, committed to delivering high-quality service and understanding client needs
• Strong organizational and time management abilities, capable of handling multiple tasks, prioritizing effectively, and meeting deadlines
• Adaptable to changing priorities and emerging technologies
• Critical thinker with the ability to objectively evaluate information and proposals