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Senior Business Analyst

Location:

Toronto, ON, CA, M5J 2V5

Req ID: 47430

Jobs by Category: Operations

Job Function: Project Management

Status: Full Time

Schedule: Regular

Description

Join our team

Reporting to the BCX Planning and Strategy Director, you will be an integral member of the national transformation team. In this role, you will help shape TELUS's future as a customer service leader by driving operational excellence and innovation. Your strategic initiatives will enhance both customer and team experiences while optimizing financial performance and strengthening TELUS's competitive market position.

Role
A senior-level position responsible for defining, implementing, and optimizing ITIL processes while leading service transition initiatives across the organization. This role combines technical expertise with strategic leadership to drive operational excellence, digital transformation and customer experience .

Key Responsibilities:

ITIL Process Management
Design and implement ITIL Blueprint including Level 3 & 4 process documentation
Map and optimize process interlocks across service management functions
Develop and maintain use cases for process implementation
Lead ITSM tool configurations and implementations (ServiceNow)
Design and implement customer-specific ITIL operational solutions
Ensure alignment of ITIL processes with customer requirements and SLAs
Establish and maintain operational level agreements (OLAs)
Oversee continuous service improvement initiatives for customer solutions

Integration & Transition Management

Establish and maintain delivery frameworks for service transition
Lead business requirements gathering and analysis
Orchestrate operational readiness activities
Develop and execute transition strategies
Implement risk management and mitigation plans
Design and implement customer-specific service transition plans
Ensure smooth integration of customer operational solutions with existing ITIL framework
Performance & Financial Management
Develop and maintain service cost models
Define and track success KPIs
Oversee financial planning and budgeting (EASE)
Generate and analyze performance reports using BI tools

Stakeholder Management

Lead cross-functional initiatives
Manage change management and communications programs
Engage with external customers
Drive strategic alignment across teams
Facilitate customer workshops for ITIL process implementation
Coordinate with customers to ensure operational solution effectiveness
Provide regular updates on operational solution performance and improvements

Qualifications

Required Qualifications:

Bachelor's degree in Technology, Administration, or relevant field
ITIL Intermediate V3 or ITIL V4 Specialist certification Or any experience deemed relevant
ServiceNow platform expertise
ITIL process implementation
Release, Capacity, Incident, and Problem management
End-of-Life (EoL) management
Performance management
Project methodologies (Agile, Waterfall)
Experience with customer facing role
Intermediate French level

Tool

ServiceNow..
Monday.com
Google suite

Preferred Qualifications:

Bilingual proficiency (French and English)
Telecommunications industry experience
Additional ITIL certifications
Financial skill (EASE, Budget)
AI/ML implementation experience

Core Competencies:

Strategic thinking & Planning
Problem-solving & Anali
Cross-functional team leadership
Technical architecture design
Process optimization
Stakeholder management
Change management

Salary Range: $72,000-$108,000

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 …

Please note that the compensation shown in the job posting may be subject to change in 2025.

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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