Telus Knowledge & Implementation Manager - TELUS Health in QC, Canada

Position Overview:

As the Knowledge Implementation Manager, you will be working as part of the Customer Experience team within TELUS Health & Payment Solutions. In this role you will implement business readiness activities required for the successful implementation of new customer contracts and process change requests. Business readiness activities include the design & ongoing maintenance of process knowledge documentation, process mapping and quality control process for our frontline team members. Successful candidate should have proven working experience in a fast paced contact centre operation.


  • Plan each step for the implementation process of a new pharmacy system (preparation, training, scheduling, logistics, etc.)

  • Work closely with the Sales, Software and Material Support teams in order to ensure proper coordination of each implementation step of a pharmacy system

  • Manage conversion process of existing data to the new system, if required

  • Ensure effective and quality transition

  • Manage specific cases needing implication from the development teams in order to ensure quality data conversion

  • Conduct training needs analysis with client to understand business requirements and prepare the necessary tools

  • Organize instructors' training schedule

  • Identify and create training modules and instructional documentation

  • Ensure all training needs are met to ensure business success

Required Knowledge:

  • Strong knowledge of the pharmacy systems and their particularities

  • Strong working knowledge of Microsoft office and Windows environment

  • Demonstrated project management skills

Required Skills & Abilities:

  • Strong written and oral communications skills

  • Ability to quickly learn new technologies

  • Bilingual in French and English is a huge asset

  • Ability to travel

Required Professional Designation/Certification:

  • A graduate or undergraduate degree in Computer Science or equivalent level of practical experience

Required Experience:

  • 2 years of experience in Project Management

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.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

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.

Disclaimer:In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.


Title: Knowledge & Implementation Manager - TELUS Health

Location: CAN-QC-Montreal

Requisition ID: HEA02583-16

Other Locations: CA-ON-Toronto