Process Analyst, BlackBerry Customer Technical Support (BCTS)
Job Number:
0806471
Description
Research In Motion Limited® (RIM)® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless Handheld™ product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM.
POSITION SUMMARY
The BlackBerry Customer Technical Support (BCTS) Process Analyst will play a key role as the subject matter expert on all process and procedural information relating to BCTS teams. Using their knowledge of business processes (ie. ISO, Six Sigma, etc.), the BCTS Process Analyst will recommend and author process changes designed to optimize effectiveness and efficiency within the business. They will prepare process implementation plans as well as coordinating implementation of process changes, including liaising with leadership, training groups, communications, and other supporting teams. They will also ensure that relevant documentation is updated to reflect new processes and communicated to the appropriate groups. The BCTS Process Analyst will take a proactive role in researching industry best practices and making recommendations to the business based on these best practices.
RESPONSIBILITIES
- Reviewing all current BCTS documentation
- Identifying process gaps and authoring/updating process documentation
- Ensuring global process consistency amongst BCTS teams
- Creating a steering committee for process review
- Developing an approval process amongst BCTS Leaders
- Reviewing all current training to ensure appropriate processes are trained
- Liaison with the ISO team playing a key role for BCTS through the ISO review process
- Actioning ISO opportunities for improvement and nonconformance where applicable
- Developing tools and procedures for managing BCTS processes
Qualifications
ESSENTIAL SKILLS AND QUALIFICATIONS
- In-depth knowledge of business processes and operations for technical teams
- Experience in supporting process and procedure analysis
- Ability to define and document team requirements
- Able to communicate effectively to internal groups on recommending process changes
- Hard working, self-starter able to proactively take action
- Excellent verbal and written skills
- Preference will be given to candidates with previous training and or certification in ISO, Six Sigma, etc.
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
© 2008 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
© 2008 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
Research In Motion is an Equal Opportunity Employer.
Job
: Customer SupportPrimary Location
: CA-WaterlooOther Locations
: CA-HalifaxSchedule
: Full-timeHire Type*
: Experienced (Regular)Travel
: Yes, 5% of the timeRelocation*
: Not Available
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