Officer, Network Communications & Impact Assessment Full-time Job

Job Description

Provides specific impact analysis related to services for major functional groups and for Canada Post’s external customers.  Provide clear, comprehensive, up-to-date and easily accessible information related to Canada Post products, services, initiatives, programs and activities, and other required information to support the functional community and in order to assist them in responding to customers.  
 

Job Responsibilities

Below are the main job requirements and responsibilities for the Officer, Network Communications & Impact Assessment.

1.    Represent the team in the development of products and initiatives/ processes.  Monitor change requests/assessments to confirm all needs have been met. Suggest amendments to change requests if necessary and implement requests on behalf of the function.

2.    Review all retail, sales, customer service, and media relations communications to ensure accuracy and impact to customer service. Coordinate and maintain the online contents on various sites/systems as new or more accurate information is acquired.  Assess the end user’s need for new and updated information and schedule updates.  Compile statistics, analyse and disseminate the result to upper management.  Analyse system use and identify KM portal requirements. Recommend enhancements where needed.

3.    Deal with software-related problems and intranet system (i.e. Service Zone, TeamSite CMS) by describing “anomalies” to internal and external contacts, log IT incident tickets and service request tickets, participate in ongoing assessments and improvements within TeamSite by providing input to ensure development and/or enhancements respond to front line employee’s needs.

4.    Assess need for and create new SIDs (Service Information Documents), information sources, or revise existing documents (impact assessment and communications) in order to provide timely and accurate information to the functional group on matters related to Corporate processes, new activities or procedural changes. 

5.    Assist in the development and ongoing maintenance of online portal.  Monitors the portal to identify documents that need updating.  Make necessary changes and forwards document for review to appropriate area responsible for content. Write and translate where needed, messages to announce an operational impact or change that requires immediate attention; that may increase call volumes in the call centers.
 

Job Responsibilities (continued)

6.    Respond to enquiries from functional groups such as Change Management, Configuration Management, Products and Services, Contact Centres, H.O. & Regional Customer Relations as well as Retail & Operations. Lead groups of individuals with expertise in specific areas of Customer Service and Process when required to co-ordinate the implementation of a new product, service or web page. Research existing documents and/or consult with interested parties and obtain agreement as to how issues will be handled. Communicate responses in a written format.

7.    Coordinate and release timely distribution of informational material to the function to ensure employees have access to documentation that customers/ employees may have received. Maintain and publish online (HTML, CSS, JavaScript) all content to Service Zone. Manage all content for Service Zones within the Teamsite / Knowledge Management structure using Metadata and Taxonomy (DCR = Document Control Record

8.    Respond to enquiries from Customer Service operational groups (CRN, CSN, NPC, Claims, CMG) as well as from other functional groups within the Corporation. Research existing documents (SID, FAQs, etc), databases (Postal Guide, Corporate Manual System, etc), investigate by contacting Product Managers, Process Owners and/or Subject Matter Expert’s (SME) to resolve the issue/enquiry.

9.    Co-ordinate and maintain all content within KM. Manage all Expiry and Link Checker reports on a daily basis to ensure content is available, accurate and up to date.

10.     Meet with clients to discuss their teams needs when creating/designing new web pages that will facilitate the end users in locating the required material to respond to external customers enquiries.
 

Qualifications

Education

•    Completion of secondary school according to provincial standards or equivalent (GED) is required AND

•    Completion of post-secondary (College/University) course(s) in a related field.

Experience

•    2-5 years of related work experience is required.

Other Candidate Requirements

•    Enrollment in specific designation and or certifications programs may be required for certain positions.

•    Excellent writing, editing and review skills in both English and French

•    Excellent knowledge of HTML coding for internet publishing

•    Excellent knowledge of Knowledge Management and Taxonomy within Teamsite – CC Professional

•    Some knowledge of Java Script, Cascading Style Sheets for internet publishing

•    Experience in Customer Service

•    Knowledge and experience in Software programs such as:

• Teamsite – CC Professional
• Adobe Dreamweaver
• Adobe Photoshop
• Adobe Acrobat Pro
• Microsoft Word
• Microsoft Powerpoint
• Microsoft Office Access
• Microsoft Excel

Language Requirement: Bilingual Imperative (BBBB)