Business Systems Analyst II
About The Position
Are you ready to be the architect of operational excellence, translating complex business needs into powerful system enhancements and game-changing automation solutions? Our BCX Customer Excellence & Field Solutions team is seeking a Business Analyst II to architect and drive critical business initiatives. This high-visibility role combines operational innovation, stakeholder leadership, and project excellence to define the future direction of our transformational programs and process optimization. As a key business analyst on our Customer Excellence & Field Solutions enablement team, you'll architect and shape strategic initiatives that revolutionize how we support our customers and business operations through transformational project delivery. You'll have direct engagement with key stakeholders across TELUS, expanding your sphere of influence while delivering measurable business transformation through end-to-end project lifecycle management and operational excellence.
Requirements
- University degree and/or equivalent combination of experience and education
- 2+ years of project management/business analysis knowledge & experience
- Strong analytical and problem-solving skills with ability to generate multiple solutions
- Strong business analysis skills including quantitative and qualitative analysis
- Exceptional interpersonal skills and flexible style to lead, motivate and influence
- Excellent verbal and written communication skills with strong presentation delivery
- Experience dealing/communicating effectively across different areas of the organization
- Deep understanding of core field services and dispatch processes, including Workforce Management (WFM)
- Proven experience in systems log analysis to investigate and find root-caused system errors
- Advanced knowledge of English is required
Nice To Haves
- Ideal candidates will have direct experience with core operational systems, including Salesforce (SFDC) for NBD and CBS, and TechHub
- Energetic self-starter who thrives in fast-paced, sometimes ambiguous environments
- Ability to successfully deliver end-to-end people, technology & operation projects
- Highly developed personal planning and organizational skills
- Ability to react quickly and take advantage of changing business conditions
- Experience developing technical design specifications and use cases
- Expertise in Google Suite and business improvement solutions
- Experience in Call Centre environment, UAT testing and readiness knowledge
- Knowledge in Six Sigma or Agile methodology experience
- Experience in creating dashboards and reports using data visualization tools
- Experience with a variety of operational support systems (e.g., Netcracker, Remedy, ServiceNow, Odyssey, SRM, and MBS)
Responsibilities
- Lead the charge in delivering strategic and transformational projects across Customer Excellence and Field Solutions teams
- Manage the end-to-end project lifecycle, performing business impact analysis and documenting business requirements
- Responsible for process and system changes for corporate and/or business unit initiatives
- Continuously review process activities and identify anomalies or opportunities to gain efficiencies
- Create compelling business case assessments and stakeholder update presentations
- Lead and facilitate meetings and working sessions with cross-functional stakeholders
- Interface with project stakeholders and executive sponsors, applying exceptional leadership skills
- Serve as key point of contact with business users for gathering requirements and analysis
- Foster strategic partnerships across multiple business units and technology teams
- Facilitate/liaise at all levels within business and associated stakeholders
- Apply remarkable leadership skills to remove obstacles and resolve conflicts
- Ensure appropriate readiness for frontline team members through collaborative solutions
- Implement and execute key business opportunities to drive efficiencies and improve processes
- Lead programs with strong focus on effective organizational change management practices
- Report on post-launch metrics including impact assessment accuracies
- Support transformational initiatives to reduce operational complexity and enhance customer interactions
Benefits
- Lead high-impact, visible transformation initiatives
- Work with diverse stakeholders across the organization
- Shape the future of customer excellence
- Drive meaningful change in a dynamic environment
- Collaborative culture focused on innovation and growth
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
