Telus Senior Business Analyst (Project Specialist) Vancouver in BC, Canada
Strategy and Development is currently looking for an enthusiastic individual to join the team as a Senior Business Analyst for Future Friendly Home. The Strategy and Development team supports our Customer Experience call centres by delivering analysis and projects which improve quality, efficiency and customer satisfaction while reducing cost.
Reporting to the Manager of PMO, this role will be responsible for:
Leading FFH impacting projects to deliver an exceptional TTV, HS and SL experience
Assessing the impact that projects will have on the Customer Experience and contact center operations
Projects will primarily be new product and service introduction, and may include system changes, operational changes, and network enhancements for Future Friendly Home
Partnering with stakeholders in Contact Centre Readiness, Products & Services, and Marketing to assess, plan, analyze and create solution alternatives to meet project deliverables
- Lead in the development and implementation of process and system changes for project launch, including:
o Requirements definition
o Business case refinement
o Risk assessment/mitigation
o Project work plans
o Stakeholder update presentations
o User interfaces/processes
o Test scripting and user acceptance testing
Accountable for timely resolution of post-launch support issues involving TELUS systems and processes
Successfully liaise within team and interfaces with internal clients, impacted business units, external partners and/or vendors (where appropriate) on cross-functional implementation activities to meet deliverables and influence decision making to maximize operational efficiencies with minimal downstream implications
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 through business impact assessments while providing input, expertise and guidance to Project teams on potential impacts the project have to the Customer Experience
Develop accurate work plans for their specific modules including identifying methodologies, resourcing, costing and timing
In-depth knowledge of FFH systems and applications used in Customer Experience (Care, Assure, Loyalty and Retention and 2.0 teams)
Strong knowledge of call center metrics
Advanced Excel modeling and MS Project functionality
Ability to create effective presentations for communicating analysis and recommendations
Advanced use of Caliber, JIRA and Mercury Quality Centre
Intermediate Project Management knowledge
Required Skills & Abilities:
Strong analytical skills and attention to detail
Ability to apply current state knowledge to achieve future state objectives
Excellent communication skills including verbal, written, presentation, and facilitation with the ability to present information to all levels of the organization
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
Excellent skills in the use of Microsoft applications (Excel, Access, PowerPoint) in addition to the G Suite (Google Applications)
Required Professional Designation/Certification:
Technical diploma or equivalent, plus IIBA certification or equivalent subject matter expertise in areas such as financial analysis, process improvement, or project execution considered an asset
Post-secondary education in Business Administration, Project Management or Computer Science is preferred
Minimum 5 years in performing project business analysis
Minimum 3-5 years’ experience within a Call Centre environment is an asset
Experience writing product, process and/or system documentation
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.
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 theTELUS valuesand delivering on ourCustomers First commitments.
Do you share our passion?
At TELUS,youcreate future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Title: Senior Business Analyst (Project Specialist) Vancouver
Requisition ID: PLA02841-16