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Business Systems Analyst II

Location: 

Toronto, ON, CA, M5J 2V5

Req ID:  44973
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Description

 

Join Our Team

 

Peace of mind matters to our customers, so it matters to us. By using our premier networks, technology and services, we are making homes and businesses safer and more convenient for our customers with creative products and service offerings. TELUS’ Customer Experience

 

Evolution team brings the power of smart technology to life for our customers. As we grow, we will continually strive to improve - and we are seeking a forward-thinking team player with a passion for continuous improvement and delivering success on strategic, cross functional programs.

 

About the Customer Experience Evolution (CEE) Team:

 

We are an engaged and high-performing team dedicated to driving exceptional growth for our Home Solutions customers through offering the best customer and team member experience in
Canada. Our focus areas include:

 

1. Customer First: We enable digital, self-serve, and personal interactions that exceed our customers' expectations
2. Value Creation: We drive value into the business by empowering our teams and unifying our customer base on a single platform
3. Performance Excellence: We foster an environment that drives performance excellence through innovation
4. Call Reduction: We aim to reduce call volume through innovative programs designed to automate processes and provide self-serve options
5. Winning Culture: We develop a winning culture to elevate team engagement, fostering an inclusive and collaborative team environment

Here’s the Impact You’ll Make and What We’ll Accomplish Together

 

This is a career-shaping opportunity that will truly develop you into a business athlete by working in and across our end-to-end Home Solutions business. We operate in an ambitious start-up environment and collaborate with teams across multiple functions including Marketing, Product & Service Development, Contact Centers, Field Technicians, Finance and Information Technology. Together with members of these teams, you will lead key project streams that advance our broader integration goals. This journey will set you apart, as you will play a critical role in building and growing our core businesses at TELUS.

 

Here's How

 

As a Business Systems Analyst II on the Security Technology and Migrations team, your primary responsibility will be to support the execution of successful migration programs for our acquired customers and effectively transition them into the TELUS ecosystem. You will ensure that together we deliver on our business objectives while delivering a best-in-class customer experience. 

 

Your Key Responsibilities Include:

 

  • Data Analysis and Insights: Analyze data to extract insights, identify trends, and provide actionable recommendations for strategic decision-making
  • Requirement Gathering: Lead requirement gathering sessions and translate business needs to technical partners and development teams
  • Thought Leadership: Provide thought leadership in solving complex problems with a customer-first mindset
  • Executing Large-Scale Programs: Support the execution of extensive customer and equipment migration programs for our acquired customers collaborating closely with cross-functional stakeholders
  • Project Management: Partner with business and technical stakeholders to ensure project and application delivery schedules are on track and aligned with the strategic roadmap, proactively identifying and resolving any issues or roadblocks
  • Stakeholder Engagement: Foster strong relationships with stakeholders at all levels, ensuring effective communication and strategic alignment across the organization
  • Culture and Environment: Foster and support a high-energy, results-oriented, inclusive work environment that encourages a culture inspiring everyone to give their best to our customers and team

 

 

Qualifications

 

You're the Missing Piece of the Puzzle if You Have:

 

  • Experience: 3+ years of experience delivering complex programs involving business process engineering, systems development and implementation and/or change management in a service delivery environment
  • Problem-Solving Skills: Proven problem-solving, strategic, and analytical capabilities with a convincing track record of setting and delivering against key metrics
  • Communication Excellence: Excellent storytelling and written communication skills in both business and technical contexts, with the ability to tailor your communication to different audiences
  • Proactive Mindset: A passion for working in a dynamic, high-performance culture with a proactive tendency to identify business opportunities
  • Technical Proficiency: Proficiency in Google Sheets and Google Slides (or Microsoft equivalents)
  • Educational Background: A post-secondary degree in a relevant field (e.g., business, technology)

 

Great-to-Haves

 

  • Data Handling Expertise: Experience working with large sets of data
  • Visualization and Querying Tools: Proficiency with visualization tools (e.g.Tableau, DOMO) and/or experience in data querying (e.g., SQL, Python) is an asset
  • Industry Knowledge: Experience in the security or broadband network industry, particularly as it relates to product and technology knowledge
  • Integration Experience: Comparable experience in migrating customers onto new service support models and/or technologies

 

 
Salary Range:  $76,000-$114,000
Performance Bonus or Sales Incentive Plan:  12%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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