Senior Business Analyst
TELUS
Vancouver, BC, CA
11d ago

Position Overview :

Customer Service Excellence (CSE)) and specifically the Strategy & Enablement team, is looking for a dynamic, enthusiastic and driven individual to join our Situation Management & Continuity (SMC) team.

In this role, you will use your strategic thinking and strong process mapping skills to plan, execute, and deliver on driving cost efficiency and digital adoption.

Your ability to collaborate across business units and with key stakeholders, as well as ability to develop strong partnerships with business leaders, will be critical in helping us deliver on our objectives.

How does this drive business success? Customer Service Excellence needs to improve our Average Speed of Answer in our contact centres while also reducing our operational costs.

Through strategic consolidation of common CSE Incident Management processes and the swift execution and subsequent enhancements of TELUS’ first ever Outage Site we can drive digital adoption for our customers when unplanned service interruptions occur.

Our goal is to improve digital adoption while reducing our cost to serve.

Reporting into the Director, Situation Management & Continuity, the successful candidate will define opportunities and take lead to align Incident management processes & internal incident related frontline and executive communications.

The successful candidate will also support the continuous design and implementation of both frontline tools to improve how internal system incidents are reported, validated, and actioned as well as the TELUS Outage Site.

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 will :

  • Work independently and collaboratively across teams supporting Incident Management to develop process flows that both highlight both common and unique work activities for multiple Incident Management teams
  • Identify strategic opportunities to drive cost optimization and process efficiencies relating to incident management
  • Request capital funding to drive continuous enhancements and reliability into both the Incident Management systems / tools plus corporate systems
  • Enable Marketing and CSE teams to achieve their strategic priorities through improved reliability and uptime of our internal systems and networks
  • Contribute to the positive culture, health, and well-being of the Situation Management & Continuity team
  • About Situation Management & Continuity :

    The SMC team is a small yet highly impactful; we are the team members who rally each & every time TELUS incurs a system / network incident that impacts either or team members or customers or even both.

    We lean hard on system owners to drive an expedited recovery when our internal systems are impacted as we are the advocates for our CSE frontline team members and leaders.

    During these incidents, we are drive concise and timely frontline communications to inform and ensure the frontline team members.

    We also ensure that customers who are severely impacted during an incident receive the appropriate level of response. We also preform Business Continuity planning to protect TELUS resources, team members, and our customers.

    We drive the development of new systems and tools that contribute to driving digital adoption both with our customers and internal team members

    We want to work with people who :

  • Work independently and collaboratively across multiple Incident Management teams to develop process flows that both highlight both common and unique work activities
  • Identify strategic opportunities to drive cost optimization and process efficiencies relating to incident management
  • Request capital funding to drive continuous enhancements and reliability into both the Incident Management systems / tools plus corporate systems
  • Enable Marketing and CSE teams to achieve their strategic priorities through improved reliability and uptime of our internal systems and networks
  • Contribute to the positive culture, health, and well-being of the Situation Management & Continuity team
  • What can you expect from us :

  • Supportive and collaborative team-work based culture
  • Passionate and focused environment open to new ideas and thoughts
  • What YOU Bring :

  • A deep knowledge of TELUS’ internal systems and networks, TELUS’ Budgeting and capital planning processes, a current understanding of TELUS teams that support Incident Management as well as their detailed Incident Management processes including frontline communications
  • Strong analytical capabilities, developing process flows, and a strategic thinking mindset
  • Demonstrated success managing new initiatives while meeting operating and budgetary requirements
  • Highly motivated, creative, self-sufficient, and able to operate effectively without close supervision
  • Excellent written and communication skills with the ability to present information to all levels of the organization
  • Underpinning all of this is a real desire to put the customer first
  • You have natural curiosity and are a lifelong learner
  • If you are consistently looking for new ways to do things, we would like to chat with you
  • What YOU Get :

  • Great pay, profit sharing bonus, stock purchase plan, dedication to team engagement; career development and after-hour educational assistance, flexible benefit plan with many innovative options and programs, DC Pension, flexible work styles, and more
  • Who is TELUS? 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.

    Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected.

    Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

    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.

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