TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. Create awesome experiences for our customers. Join our team and what we’ll accomplish together At TELUS Health, we are on a mission to create innovative technologies and services that drive our vision which is to create a healthier world, one life at a time. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. The Employer Products group empowers healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive health and wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, physical and mental health, finances, and work. As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, our products are developed using innovative technology (Cloud, data, AI, etc.), agile methodology, and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies love to use. As an Application Support Analyst you will provide Tier 1 and 2 application support to our end-users taking ownership of the investigation, diagnosis, and resolution of our clients' technical and customer service-related questions. You will be the voice of our clients internally and act as a liaison between the client, support and many of our internal teams. We are SLA-driven, thus providing product feedback and escalation of issues in a time-sensitive manner is critical. What you’ll do Understand business requirements, build test cases and test software changes Troubleshoot problems by researching, analyzing and identifying symptoms and causes Meet client deadlines according to the service level agreements by appropriately managing and prioritizing assigned tasks while ensuring quality control Comply with the best practices available including standards of confidentiality and peer review Participate in special projects as well as new implementations, according to the needs of the department Recognize business process inefficiencies and recommend improvements Build knowledge management through regularly documenting and sharing lessons learned, Q&A to the team’s knowledge base What you bring Minimum 3 years of relevant work experience University or college diploma in business administration or equivalent Exceptional problem-solving skills, documentation and multi-tasking skills Excellent written and verbal communication skills Excellent teamwork skills – able to collaborate and build strong relationships with clients and internal teams Demonstrate enthusiasm, team spirit, strong work ethic and flexibility Ability to handle multiple urgent priority issues concurrently and prioritize conflicting demands without supervision Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope. #LI-REMOTE A bit about us We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members 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. The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19. Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks. By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process. Being part of the team at TELUS Health is more than a job; it’s a career-defining experience. It allows you to do innovative and meaningful work with talented and collaborative teams. It’s an opportunity to improve businesses and lives by building healthier, happier workplaces. And it’s a chance to build genuine, long-term relationships along the way. A place to experience more Find the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world-leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world. Talented people who care Coming to work each day is an opportunity. It’s a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone. Work that matters Make a difference in the lives of our clients and their employees every day – by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.
