Business Systems Analyst II

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