The CSD Service Transformation team is looking for a dynamic, enthusiastic and driven individual with a proven track-record of delivery. As a BA II, you will play an important role in executing and delivering complex, transformational projects in CSD. You can collaborate across business units and with key stakeholders to execute on initiatives with high complexity and/or business impact.
Who is Customer Solutions Delivery?
Customer Solutions Delivery (CSD) is responsible for providing service delivery for our consumer customers while designing, maintaining and upgrading our wireline network. With over 2,500 team members and 2,000 partners across Canada, the CSD team is working in our communities, on the road, on-site and behind the scenes, to make sure our customers have the services they need when they need them.
Who is CSD Service Transformation?
The CSD Service Transformation team partners with key stakeholders across CSD and TELUS to design and deploy complex, system-based business capabilities that deliver significant business value. We collaborate with Consumer Small Business leadership to define and deliver the systems strategy and business capabilities to bring TELUS wireline service to our customers' premise. Responsible for the CSD MLT capital, we drive efficiency and improve customer service by enhancing systems capabilities for workforce management, scheduling, and dispatch.Responsibilities:
As a Business Analyst II on the CSD Service Transformation team, you will collaborate with business and technical professionals in the business analysis and delivery of CSD's MLT system-focused projects. From business requirement development through to final delivery and business benefit realization, you will be accountable for the overall success of your project portfolio and your performance will be measured by the successful realization of your portfolio's targeted business case benefits.
You are an energetic and dynamic business analysis professional, and will leverage your strong stakeholder management experience to successfully deliver the following outcomes:
•Lead and participate in the development and implementation of process and system changes for project launch, including: Requirements definition; business case development; risk assessment/mitigation; stakeholder update presentations; user interfaces/processes; documentation; test scripting and testingQualifications:Required Knowledge:
•Accountable for timely resolution of post-launch support issues involving TELUS systems and processes
•Collaborate with cross-functional team members to achieve project objectives and plans and facilitates meetings and working session
•Develop new tools and processes, and facilitate discussions by demonstrating subject matter expertise when explaining outputs to senior leaders
•Ensure open & ongoing communication to support change management
•Ensure that business impacts are accurately captured and communicated to stakeholders while providing input, expertise and guidance to project teams on potential impacts the project have to the Customer Experience
•Knowledge of WFM systems and how they are used Required Skills & Abilities:
•Familiarity of CSD metrics
•Advanced Excel modeling; working knowledge of Caliber and Mercury Quality Centre
•Good analytic skills and attention to detail Required Professional Designation/Certification:
•Ability to apply current state knowledge to achieve future state objectives
•Ability to create effective presentations for communicating analysis and recommendations
•Good communication skills including verbal, written, presentation, and facilitation
•Good interpersonal, organizational, problem solving and negotiation skills
•Highly motivated, creative, self-sufficient with ability to work successfully under pressure
•Demonstrates critical thinking, creative problem solving and willingness to ensure results
•Strong time management and organization skills
•Post-secondary education in business, marketing, IT or equivalent experience Required Experience:
•Minimum 2 years in performing project business analysis Who is TELUS?
•Experience writing product, process and/or system documentation
•Experience working within the Telecommunications industry
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team. And we do so by living the TELUS values
and delivering on our Customers First commitments
Do you share our passion?
At TELUS, you
create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.