Technology Analyst II

Description

Join our team

You will be part of a future friendly national team, one that lives the TELUS values at its core. You’ll be joining TELUS Health’s Payor and Provider Solutions team to contribute to the growth of our Pharmacy Customer Support team. You are a highly motivated self-starter with a deep expertise in Kroll Pharmacy Management System (PMS), and an engaging style - consistently solving for our customers’ needs and creating a personalized experience in every customer interaction. You will form partnerships with various stakeholders and members of our team. As such, you must have the ability to quickly develop relationships across the organization, and with clients while contributing to a collaborative work environment and delivering exceptional customer experiences through your problem solving skills. We are a growing team with dynamic strengths who share a real passion for solving complex business problems. We are looking for energetic individuals who are detail oriented, have a positive perspective, and take pride in operational excellence. If you like working on a close team where your knowledge and experience are used and expanded, then read on as this is the job for you!

Here’s the impact you’ll make and what we’ll accomplish together

As a Technology Analyst II, within our Pharmacy Operations team, you will leverage your technical acumen, creative problem-solving, collaborating and interpersonal skills to take on a broad array of challenges to deliver operational and customer service excellence. As a team member in this exciting and fast-paced environment, the Technology Analyst II will work on various projects which take place during the day or at night.

Our industry and technologies are constantly changing, so an essential part of being successful in this role involves being able to adapt and thrive in an environment of change. On any given day, you will work closely with various internal and external teams, provide status updates and reporting to management teams, implement training, and take ownership of any major projects where a team of Analysts are involved. If you have insatiable curiosity, relentless drive, and limitless optimism, we’ll be excited to have you join us to tackle some of our biggest opportunities and challenges.

What you’ll do

• Work as an individual contributor and in a team environment
• Investigate and resolve day to day inquiries from pharmacy customers or via our Customer Experience team
• Collaborate with the key stakeholders from internal and external teams to successfully complete issue resolution ensuring clients receive the very best customer service throughout
• Participate in client meetings as required and being responsive to customer questions and concerns in a timely fashion
• Determine correct escalation path and ensure adequate support is provided in a timely manner
• Provide status updates and written reports for stakeholders
• Take ownership of all assigned projects and be accountable for follow-up actions
• Configuration and installation of TELUS’ Kroll Pharmacy Management System (PMS) on desktop and server systems running on Windows platforms (including remote setup)
• Installation and support of TCP/IP based networks
• Remain current on product enhancements, legislative updates that impact pharmacies to support seamless change management for pharmacies
• Manage, document and close tasks/projects items in appropriate tools (Salesforce, Google documents, etc.) to maintain the highest level of service, professionalism and accuracy of internal information 
• Assist in the continuous improvement of TELUS’ processes and procedures
• Deliver high quality work, meeting internal quality expectation, SLAs and receiving high client satisfaction rates from clients- deliverables require minimal rework by others

Qualifications

You’re the missing piece of the puzzle

• Excellent decision-maker
• Strong Computer and interpersonal skills
• Strong decision-making and conflict management skills
• Exceptional time management and organization skills
• Highly motivated and self-starter
• Exceptional verbal communication, written and active listening skills 
• Ability to work independently in a fast paced customer support environment and with minimal direction
• Resilient, agile and flexible to change
• Excellent customer service skills with a strong desire to support and please customers

Required Skills & Abilities

• 2+ years Kroll Pharmacy Management System (PMS) experience is required
• Post-secondary technical diploma/certification
• Advanced knowledge of PC hardware and Peripherals
• Advanced knowledge of Windows Server & Desktop Operating systems 
• Intermediate Networking knowledge
• Hardware, software, and network troubleshooting skills
• Be able to work according to a continuously flexible work schedule
• Experience leading projects
• Proficient in use of G-suite, Microsoft Office, and Salesforce
• Ability to travel within the local region, as well as occasional out of province special projects (within Canada)

Great-to-haves

• Bilingual (English/French)
• Background and/or past work experience in network, corporate security, or systems operations areas will be beneficial
• Intermediate knowledge of Microsoft SQL

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.