Sr. Business Analyst

Responsibilities

Description and Requirements

• Contribute to the development and implementation of comprehensive strategies based on a consistent framework, guidelines, and alignment with our stakeholder’s business strategies
• Collaboratively develop and maintain department specific measures utilizing common business rules
• Successfully liaise across teams and stakeholders, throughout the enterprise and external partners to meet business goals
• Support the transformation and implementation of change on an end-to-end basis
• Contribute to the creation of programs including branding, performance tracking, process improvement, automation and change management
• Participate in developing value added analysis, reporting and recommendations that enables the senior members of the stakeholder/partner team to take action
• Ability to establish relationships and work collaboratively across multiple business areas, manage multiple projects and prioritize the work activities
• Develop relationships with members from across the entire organization - for example with Client Experience, Finance, Channels and Marketing; with these relationships, the candidate will develop a deeper understanding of potential drivers of business performance gaps and identify opportunities to provide better information or recommendations for improvement
• Contribute to all phases of process and system change, including requirements definition, business case development, risk assessment, stakeholder presentation, and documentation and testing for projects specific to business needs
  
  
  

Additional Job Description

You will be engaged in projects with high complexity with increasing responsibility. The successful candidate will be responsible for, or contribute to, the development and administration of programs with focus on customer excellence, providing significant value add for our stakeholders

• Working knowledge of order management in SOECS & CRIS SS
• Working knowledge of toll free, long distance, PIC, i800 & One Voice processes
• Manage and support LD, TF & PIC escalations as required
  
  
  

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.