Client Support Business Analyst
4 weeks ago
TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
Client Support Business Analyst
**Responsibilities**:
- Establish and maintain excellent client relationship & satisfaction;- Clear knowledge of our Solution and can effectively support the team;- Responsible to provide expertise in particular functional areas of our Solution including integration with other components in the solution;- Monitor and track all client requests to ensure work is appropriately assigned to various internal teams, has clear ownership and accountability, and is completed in a timely manner with quality;- Attend and prepare regular status meetings with the client;- Works directly with the internal team to resolve incidents, prepare client requirement documentation, understand changes in upcoming release, and provide client support;- Where appropriate peer review responses from team members to the client;- Perform regular follow-ups with the different support teams involved in root cause analysis and functional support to make sure the service level agreements are respected;- Participate in the analysis of requests for changes to our solution or internal processes including updates to requirement documentation;- Organizes and manages change order project deliverables as may be required to deliver "Out of Scope" work, including preparation of requirement documentation, demo/walkthrough, configuration, review of complex test scenarios and testing results, to client where applicable;- Collaborate with the Support Team Manager and Client Manager to ensure client requests are appropriately staffed and that client user are effectively using our integrated solution;
To be successful as a Client Support Business Analyst, the following core qualifications are required:
- Have a college education in a field deemed relevant;-
- Have a minimum of 3 years of experience;-
- Be able to understand business needs and identify the best way to respond to it;-
- Detailed oriented and able to assess situations logically;-
- Able to understand client issues and provide guidance on next steps-
- Able to manage client priorities and expectations-
- Be able to manage priorities and meet deadlines in a changing environment;-
- Excellent communication skills (oral or written) with external clients and internal team members at all levels;-
- Knowledge of the area of pension or benefits administration and / or quality assurance experience will be considered an asset;-
- Be available for occasional travel.A bit about us
We’re a people-focused, 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.
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.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.
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