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Added 9 mins ago
T
Oracle / PostgreSQL Database Administrator
TD
Mississauga, ON · Toronto, ON
- Full-time
Added 39 mins ago
HR Operations Analyst (Contract)
Trans Mountain
Calgary, AB
Knowledge of an HRIS system or equivalent, specific knowledge of Microsoft Dynamics 365, ADP, ServiceNow an asset.
Added 52 mins ago
L
Raw Materials Assistant Coordinator
lululemon
Vancouver, BC
- Full-time
Added 52 mins ago
BS
Technology Delivery Lead
Brainhunter Systems Ltd
Toronto, ON
- Contract
Experience with ServiceNow platform and ITIL Certification considered strong assets
Added 52 mins ago
T
Oracle / PostgreSQL Database Administrator
TD
Mississauga, ON
- Full-time
Added 53 mins ago
UO
ERP System Administrator - Information Technologies
University of Calgary
Calgary, AB
- Full-time
Reviews system alerts, logs, the ERP team's ServiceNow queue, and related service records; triages issues and completes assigned incidents and requests within established priorities.
Added 1 hour ago
LS
ServiceNow Developer
LeverageTek Staffing Solutions
Ottawa, ON
- Contract
LeverageTek is actively seeking a Senior ServiceNow Developer for a 6-month contract with its Ottawa-based customer.
Added 1 hour ago
B
Intern, Information Systems Analyst (Winter 2027)
Bombardier
Dorval, QC
- Volunteer
Use and combine tools such as ServiceNow, Power Automate, Power BI, Excel and scripting technologies to automate processes and transform data.
Added 1 hour ago
EA
Consultant, ICT Systems Engineering, Level 3, Epic, Non-mgmt
Epic A Bell MTS Company
Winnipeg, MB
- Full-time
· Experience with Connectwise, Connectwise Automate, or ServiceNow
Added 1 hour ago
ED
Scrum Master, Level 17 - EN 596
Export Development Canada | Exportation et développement Canada
Ottawa, ON
- $84,698 to $112,931 CAD / year
- Full-time
Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.
Added 1 hour ago
ED
Scrum Master, Level 17 - EN 596
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 2 hours ago
Senior Analyst - Business Support Strategy & Incident Management
Scotiabank
Toronto, ON
Knowledge of Excel, Power Point, and Business Intelligence reporting tools (e.g., PowerBI, or other visualization tools), ITSM tools (ServiceNow, a plus)
Added 3 hours ago
SL
Senior Risk Business Analyst
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Added 3 hours ago
FS
Coordinator, Sales Operations (14 Month Contract)
Four Seasons Hotels and Resorts
Toronto, ON · Four Seasons Corporate Headquarters Toronto
- $65,000 to $75,000 CAD / year
- Full-time
Added 4 hours ago
GT
Access Governance Coordinator
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- Contract
Hands-on experience with ServiceNow for workflow, request, issue, or remediation tracking.
Added 4 hours ago
Application & Infrastructure Analyst III /Team Lead - Mission Critical Development
City of Edmonton
AB
…event-driven systems, Microsoft Azure, FME, and tools such as ServiceNow, Azure DevOps, or Jira is also an…
Added 5 hours ago
AC
Product Manager - HR Systems
Air Canada
Toronto, ON · Dorval, QC
- Full-time
Added 5 hours ago
ED
Senior Business Analyst - EN 450
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 5 hours ago
ED
Senior Business Analyst - EN 450
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 5 hours ago
ED
Senior Business Analyst - EN 450
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 5 hours ago
ED
Senior Business Analyst - EN 450
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 5 hours ago
ED
Senior Business Analyst - EN 450
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 5 hours ago
ED
Senior Business Analyst - EN 450
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 5 hours ago
AS
Senior Business Intelligence Analyst
Alliance Search Partners
Toronto, ON
- Full-time
● Experience working with enterprise SaaS platforms such as Workday, Salesforce, ServiceNow, or similar systems would be considered an asset.
Added 6 hours ago
ED
Senior Business Analyst - EN 450
Export Development Canada | Exportation et développement Canada
Halifax, NS
- $96,557 to $128,743 CAD / year
- Full-time
Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.

Northwestel

Mgr, Workforce Mgmt & Capacity Planning

Yellowknife, NT, X1A 3S9, Canada

Full-time

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Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Oct 6, 2026

Original job description

Reporting to the Senior Manager Shared Service Operations, this position is responsible for providing a centralized service, referred to as the Control Centre, to coordinate, schedule and dispatch installation and repair service orders for all technical Field Services employees in an effective and efficient manner across all regions of Northwestel’s operating area.

This position has the following direct reports:

Workforce Coordinators; and
Project Coordinators.

Employment Equity

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are First Nation, Inuit, or Métis; a woman; a person with a disability; or a visible minority, if they wish to receive hiring preference.

Specific Accountabilities

Manage the centralized workload scheduling and dispatch function which receives, assesses, coordinates, prioritizes, schedules and escalates service order requests received from Call Centres, Repair Centre, Sales and Engineering for activities which may include, but are not limited to, installations, maintenance and repair, or other network-related work.
Ensures requests for service and workload management are executed efficiently to optimize customer satisfaction and revenue. This includes responses to emergency or unplanned requirements while ensuring on-going workload commitments of field personnel are met.
Working closely with Managers of Field Operations, this position assists with the processes to identify skill shortages of field technical forces and help determine corresponding training needs and maintain detailed workforce skills inventory for workload and dispatching purposes through ServiceNow Field Service Management (FSM).
Develop, coach, lead and engage Control Centre employees by conducting performance reviews, addressing disciplinary issues in an appropriate manner, and applying the Attendance Management Program and other relevant policies when needed. This also includes skill assessment and gap analysis that ensures effective employee development and training to meet the needs of the individual and department.
Participate on various committees and projects for process improvements, technical staff skills gap analysis, identification of high value customers, feasibility of possible coordination of other technical staff, etc.
Demonstrate and role model a passion for meeting customer commitments.
Bring together cross-functional stakeholders, as required, to investigate roadblocks to success and manage the Continuous Improvement projects to improve customer service.
Participate fully in our organizational health and safety programs, adhering to all safe work practices and procedures and staying focused on continuous improvement. In addition, ensuring all Accident Prevention Program (APP’s) training, all Code of Business Conduct (CoBC) training, and all other Occupational Health and Safety (OHS) training are completed on time.
Perform timely completion of all administrative tasks including, but not limited to time reporting, expense reporting and submission of corporate card statements, as applicable.

Knowledge And Skills Required

Degree in Business or a related technical field;
Minimum of three to five (3-5) years’ experience in managing both people and resource deployment.
Experience in strategic planning and implementation preferably in the telecommunications or Fleet Dispatch Operations;
Proven analytical, root cause analysis and problem-solving skills;
Excellent interpersonal communication (oral, written and presentation), leadership, coaching and motivational skills and an ability to article issues clearly to influence decision-making processes and change;
Proven experience in project/process management;
Proven experience in providing exceptional customer service skills;
Experience in a call center environment will be considered an asset.
An understanding of field installation and technical repair will be considered an asset.
A working knowledge in telecommunications-related technical acumen and business software programs including Suite Solutions, Click, ServiceNow FSM and MS Office will be considered an asset.
Knowledge of the elements of a health & safety program will be considered an asset.

Nature And Scope:

This position manages all processes and strategies related to the scheduling of work to service areas which has significant impacts on revenue and customer satisfaction. The Manager must work effectively across the organization to define, develop, champion and implement opportunities associated with the work deployment processes at Northwestel.

Typical Contacts:

Internal contacts include working closely with Managers of Field Operations, Call Centre, External Service Desk, Sales, Engineering and Project Managers as well as escalations to peers, Director & VP’s to ensure the allocation of staff resources (this involves coordination and negotiation) to meet customer commitments and to identify training needs for the field technical staff; and call centres and retail stores where the work orders are initiated. In addition, there are internal project teams which this position may lead or work with to improve processes which involve working with departments such as Network Operations Control Centre (NOCC), Service Desk, Sales, Engineering, etc.

External contacts include residential customers and small business customers requesting escalation for their trouble tickets or work orders. Other telephone companies may be contacted for information exchange and process improvements. There is limited contact, usually in a supporting role to the Account Managers and Account Executives, with large business customers to support best in class customer service.

Working Conditions

This position works in a typical office environment. Occasionally the incumbent may be required to travel throughout Northwestel’s operating territory, as well as to travel outside the operating territory for meetings and conferences pertaining to Inter-company service assurance and pertinent service level agreements.

What We Offer You

Health & Wellness Benefits, Pension Plan, Discounts
Team Incentive Bonus
Paid Vacation with a Vacation Travel Allowance
Work-Life Balance
Community Involvement

Closing

Applications will be reviewed as they are submitted. Posting will remain active until the position is filled.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.

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More about this job

Responsibilities

Manage the centralized workload scheduling and dispatch function to coordinate installation and repair service orders for field technical employees. Lead and develop Control Centre staff while collaborating with cross-functional stakeholders to optimize service efficiency and customer satisfaction.

Requirements

Requires a degree in Business or a related technical field and three to five years of experience in managing people and resource deployment. Proven analytical, leadership, and project management skills are essential, with experience in telecommunications or fleet dispatch operations preferred.

Skills

Workforce management
Capacity planning
Strategic planning
Resource deployment
Analytical skills
Root cause analysis
Problem-solving
Leadership
Coaching
Project management
Customer service
ServiceNow FSM
Telecommunications
Process improvement
Performance management

Benefits

Health & Wellness Benefits
Pension Plan
Discounts
Team Incentive Bonus
Paid Vacation
Vacation Travel Allowance

Visa sponsorship

Not detected in the job text

Keywords

Workforce Management
Capacity Planning
Field Services
Dispatch Operations
ServiceNow FSM
Telecommunications
Strategic Planning
Root Cause Analysis
Project Management
Process Improvement
Performance Reviews
Attendance Management
Occupational Health and Safety
Accident Prevention Program
Code of Business Conduct
Suite Solutions
Click
MS Office
Resource Deployment
Customer Service
Stakeholder Management
Continuous Improvement
Technical Acumen
Workload Scheduling

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