We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love—and our innovative team is growing. We are looking for dedicated team members to join our Corporate team who have a genuine passion for making positive impacts on customers and the communities where we live and work. We have a variety of business units with exciting and meaningful work waiting for you, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate. If you are considering your next step, we have exciting opportunities waiting for you. Come build a rewarding career at Rogers and be a driving force behind our success story!

 

Senior System Analyst

 

The Contact Transformation Hub is responsible for eliminating friction-filled calls through deep root cause analysis, thus delivering valuable time back to our frontline teams to focus on better and more productive conversations with our customers. The team works with program owners from across the business to standardize, streamline and simplify the way we size, track and prioritize programs to ensure our shared targets are achieved. The team also identifies opportunities to reduce customer friction, prioritizes based on sizing of benefit and effort, and provides monthly reporting and forecasting to ensure visibility to results.

Reporting to the Senior Manager of the Operational Efficiency team, the Senior System Analyst will act as a technical resource for the Hub as well as several other teams within the department and across the organization. The successful candidate will contribute to the achievement of the objectives of the department and the company through their technical skills in the design and delivery of tools and reports. They will participate in the development, improvement & support of tools used by the Hub, the billing team and many departments within Rogers

 

Our Culture

The team is built on mutual trust, safe places, dedication and drive. We have honest dialogue with each other, we speak freely; we’re inclusive and we celebrate diversity. We stand together – not only as a team, but as a family – while we respect each others’ individuality.

As a team, we continuously raise the bar and challenge the status quo. We build on ideas, strive for more and deliver more – it’s part of our growth mindset. We relish tackling hard problems. We do it by connecting and having empathy for others because we define team as a partnership.

We’re all leaders on a journey of learning, sharing with each other so we can all be better – better people and better at what we do. Our strength is in team as we support, coach and challenge each other. We celebrate risk taking, reflect on our successes and we create the space to discuss and learn from our mistakes – this learning makes us stronger.

We’re committed to delivering with excellence. We feel the accountability to take it over the finish line with quality, in support of a superior customer experience. We get it done through collaboration and transparency, within our team and with others across the company. We celebrate the wins as a team and have fun along the way.

What you will be doing:

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  Understand, analyse and sometimes challenge data requests received from colleagues and partners using a holistic understanding of customer data, business rules and processes and billing systems functionalities

  
  


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  Develop SQL queries to provide impact assessment and reporting on any data coming from the billing systems and other satellite systems that will be used to size, prioritize and track improvement initiatives and opportunities

  
  


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  Develop periodic queries to process business activities that are not system supported, correct system issues, enable customized marketing offers and/or provide automated reporting

  
  


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  Reduce errors through continuous improvement activities – innovation, training, new tools, reviewing work, providing feedback, etc.

  
  


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  Participate in the standardization of build rules and best practices

  
  


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  Support different pricing schedules, templates, and tools required by Program Owners, PBS and other teams to simplify and error-proof the implementation of builds.

  
  

Qualifications

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  Experience in SQL programming and in-depth knowledge of Oracle and MS SQL software for performing complex database processes

  
  


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  Experience in SQL Database modeling and development

  
  


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  In-depth knowledge of customer data and table configuration (Vision21, SGI, Maestro)

  
  


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  In-depth knowledge of database and data warehousing tools and software (ORACLE, etc.)

  
  


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  Experience in VBA programming for Microsoft Excel (asset)

  
  


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  Excellent communication skills, problem solving, creativity and judgment

  
  


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  Excellent ability to analyze, structure, and synthesize/summarize information

  
  


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  Self-reliant, driven, reliable and adaptable

  
  


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  Experience in producing reports using tools like Excel, Power BI, etc (asset)

  
  


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  Bilingualism (asset) 

  
  

 

​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role. ​

 

Schedule: Full time
Shift: Day
Length of Contract: No Selection
Work Location: Remote, Remote, Remote
Travel Requirements: No Selection
Background Check(s) Required:  
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 303419
 

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 Recruitment Process FAQ.

 

 

Posting Notes:  Customer Experience