Toronto Employment Platform

Business Analyst I – Channels Change Management (Toronto)

You’re part of a future friendly national team, one that embraces change and initiates opportunity, has a passion for growth, believes in spirited teamwork and has the courage to innovate.

Our success is based as much on your dedication and hard work as it is on the innovative internet, voice, data and wireless products and solutions we offer.

Thinking of taking your career at TELUS in a different direction? This just might be the right move for you!

Position Overview:

Channels Change Management Team is currently looking for an enthusiastic individual to join the team as a Business Analyst I.

The Channels Change Management Team supports all channels with over 12,000 sales associates across TELUS and Koodo, by delivering best in class application solutions which improve quality, efficiency and the channel experience.

The successful candidate will play a key role in implementing changes to channel applications. You will help assess, document and test the impact of changes on our channel systems. The successful candidate must:

  • Work at the Scarborough TELUS office
  • Be comfortable working in a fast-paced, cross-functional, technical environment
  • Have a keen interest in operational and project management skills and knowledge
  • Live and breathe the TELUS values

You will be responsible for protecting and improving the customer and channel experience on cross functional initiatives. Specific areas of focus include:

  • Testing during system releases to ensure we eliminate any potential system issues
  • Assessing, documenting and testing channel applications
  • Using your field experience and working with cross functional initiatives that improve the customer and channel experience
  • Working with pricing and marketing on offer, price plan, and device launches to ensure we can delivery pricing accuracy during launches
  • Developing business analyst skills and key project management skills and knowledge
  • Manage implementation phase of projects and system releases, including:
    • Identifying and assessing testing requirements
    • Coordinating testing efforts across cross-functional teams including QA, BT, Finance and Inventory
    • Developing test cases and conducting User Acceptance Testing of all impacted systems
    • Working with the Operations & Communications teams to develop communication and documentation for the field re: system changes or outages
    • Managing the production release schedule and mapping out the timelines
    • Working in conjunction with other cross-functional groups (i.e. CE, PD, and Pricing) on product, service and project launches and managing ongoing communication
    • Identifying and communicating appropriate information to all stakeholders as required
    • Providing project support to other members of the Project Office
    • Supporting the TELUS Retail Limited Business Continuity program issues and incident management
    • Engaging channel operational support groups to evaluate effectiveness of launch initiatives through call shadowing, field visits, and team meeting
    • Participating in providing feedback to generate solutions with functional channel teams including training, support documentation, process redesigns
Required Knowledge:
  • Must have in-depth knowledge of:
    • Corporate Store and/or Koodo Shop Applications (including Activations, Renewals, Client Management, Exchange Tool, Repair Tracking, and POS)
    • Corporate Store and/or Koodo Shop business processes & operations
Required Skills & Abilities:
  • Desire to “roll up your sleeves” to get things done
  • Strong attention to detail
  • Must be flexible and have the ability to work irregular hours for testing purposes (i.e. evenings, early morning and weekends)
  • Excellent time management and organizational skills, with the ability to prioritize and multi-task
  • Strong leadership potential
  • Demonstrated initiative outside of normal work responsibilities with record of strong achievement
  • Demonstrated leadership, problem solving, negotiation, communication and analytical skills
  • Strong collaboration skills and the ability to work independently and in a team environment
  • Effective communication and interpersonal skills
  • Passionate about systems, client experience, high performance and fast-paced work culture
  • Demonstrated interest in project management
  • Strong analytical and problem solving skills
  • Formal training in project management desirable
  • Proficient with the full suite of Microsoft (MS) Office (Excel, Word, PowerPoint)
  • Familiarity with MS Project and Visio is an asset
  • Bilingualism in English & French is an asset
Required Professional Designation/Certification:
  • Recent completion of a post-secondary degree is preferred
Required Experience:
  • Must have a minimum of 1 year experience working in a Retail environment
  • Experience with User Acceptance Testing an asset
  • Able to work with non-technical and technical environments
In order to be considered on a vacancy:
  • You must be performing at standard in your current role for a minimum of 12 months*
  • The opportunity should align with your CCDP
  • You are responsible for notifying your support person of your application
  • You must apply online
*Or in accordance with applicable collective agreement
Who is TELUS?
You are part of a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Your passion for demonstrating our values and delivering on our Customers First commitments helps to drive our success, ultimately making a difference for our customers, our shareholders, our communities and our team.
Thinking of taking your career at TELUS in a different direction? Then apply online today. This just might be the right move for you.
At TELUS, you create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
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