System Quality Analyst I - 100% Remote

TELUS Health

17h•Remote

About The Position

TELUS Health’s Digital Transformation team supports the internal systems used by provider, care, and operations teams to deliver services to clients. As a tier-one support team, it is the first point of contact for issues involving systems including Provider Hub, Symphoni, Dynamics 365, and Online Scheduler. The role works with IT development, Business Analysts, and operations partners, building expertise across interconnected systems and contributing as a subject matter expert on projects and testing. The posting notes that team members have advanced into Business Analyst and System Analyst II roles. The analyst investigates and resolves reported system issues, tests and signs off on system releases, documents system knowledge and processes, and supports colleagues and partners with system questions. Work is managed through a shared Zendesk queue, with tickets assigned individually and handled according to documented triage-to-resolution processes. The role also supports production deployments, including evening deployments around 6:00 p.m. ET approximately every three to four weeks, followed by testing after go-live. Flexible scheduling, including shift adjustments or time banking, is available. No coding or engineering background is required; training is provided on in-house systems.

Requirements

Strong analytical and problem-solving skills, including the ability to investigate issues across multiple interconnected systems.
Ability to reproduce user-reported issues and distinguish training questions from system defects.
Ability to work effectively both as part of a team and independently on assigned tickets.
Clear written and verbal communication skills for ticket documentation, status updates, and stakeholder conversations.
Experience with software testing, such as UAT, regression testing, or test case creation.
Experience with business applications or CRM platforms, such as Dynamics 365 or comparable systems, or ticketing systems such as Zendesk or Jira.
Ability to learn complex system logic and apply it to troubleshooting.
Post-secondary diploma or degree, or equivalent experience.
Flexibility to support evening deployments approximately every three to four weeks.

Nice To Haves

Hands-on experience with Power Platform, including Power Automate and model-driven apps.
Familiarity with Dataverse, Customer Insights & Journeys, or Field Service.
Bilingualism in English and French.

Responsibilities

Investigate and resolve system issues reported by internal teams and clients.
Reproduce reported issues, resolve training-related questions directly, route issues to the appropriate team, and escalate confirmed defects to IT development.
Perform UAT and regression testing on front-end functionality for maintenance releases and hotfixes, and provide sign-off before production deployment.
Serve as a systems subject matter expert on projects and improvements, document system knowledge and processes, and answer system questions for colleagues and partners.
Work with Business Analysts on requirements, support client escalations involving online service bookings, and collaborate with IT development on defects.
Manage individually assigned tickets from a shared Zendesk queue according to documented processes, from triage through resolution.
Participate in evening production deployments approximately every three to four weeks and complete testing after go-live.