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Service Management Office ITIL Business Consultant


Vancouver, British Columbia, CA

Req ID:  23141
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular



Do you want to be part of a transformational journey and enable strategic decisions that will shape the future of the BCX business?


Join our team


TELUS Business Customer Experience (BCX) team has embarked on a transformational journey to standardize and simplify the experience of our team members and customers. As part of the BCX Service Management Office (SMO), you will drive ITIL standards with scalable processes on a simplified toolset to achieve a lower cost, higher quality team member and customer experience.


We are seeking a forward thinking individual who can help us build and tell this story of improvement.

What you’ll do in this role


As a key member of the Service Management Office, you will be utilizing your ITIL, ITSM and ServiceNow experience to design, build and govern ITSM processes for Day 2. You’ll collaborate daily with other Service Management Office team members and business stakeholders to understand and solve the challenges with systems and processes. You’ll help validate new ways of doing things and provide guidance and governance to be used at an executive level. 


Your ability to thrive in a dynamic and sometimes ambiguous environment will make you a perfect fit in our high performance team.

Key Responsibilities


  • Quickly gain awareness of the business priorities, objectives and business drivers
  • Understand and communicate how an ITIL approach enables business objectives to be met
  • Drive awareness of what ITIL can deliver in the form of business capabilities
  • Understand and communicate best practices, policies and procedures to ensure adherence
  • Provide guidance and suggest enhancements to both Day 2 process and ServiceNow
  • Collaborate with others and to obtain alignment on your analysis for best practise
  • Provide monthly updates concerning the performance of the processes
  • Build and manage a network of various internal stakeholders and partners




What you bring to the role

  • Ability to work independently with minimal supervision
  • High standard of performance
  • Excellent communication skills
  • ITIL & ITSM experience with Day 2 practice areas
  • Able to organize, interpret and summarize data, identifying trends and patterns to inform strategy, and drive best practice
  • A collaborative and approachable style
  • Ability to use data to tell a story of improvement
  • Strong interpersonal skills with the ability to foster good working relationships at multiple organizational levels
  • Detail oriented, yet able to stand back and appreciate the big picture
  • A willingness to learn ServiceNow
  • You see obstacles as opportunities 



  • Meaningful experience in a similar role (Business Analyst or Business Consultant)
  • Experience with Business Analysis, Process Management or Performance Analysis
  • Experience with executive level content creation
  • ITIL 4 Certification
  • Awareness of ServiceNow and ScienceLogic
  • French language skills


A bit about us

We’re a people-first, 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. When you join our team, you’re helping us make the future friendly.

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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.






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

Days volunteered in our communities.

Team members that work at home or are mobile.

Million customers that TELUS is serving across Canada.


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.