Senior Business Analyst

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About TELUS Digital

At TELUS Digital, we are transforming the way Canadians connect, work, and live. As the digital innovation arm of TELUS, a world-leading communications and technology company, we’re building cutting-edge solutions that improve the lives of our customers, team members, and communities. With a strong focus on design thinking, agile development, and data-driven decision-making, our team thrives in a fast-paced, collaborative environment that values creativity, inclusivity, and innovation.

Position Overview:

Senior Business Analyst

Key Responsibilities

Process Management

• Define and document ITIL processes (Level 3 & 4)
• Develop use cases for ITIL process implementation
• Optimize interlocks across service management functions
• Configure and implement ITSM tools (primarily ServiceNow)
• Design customer-specific ITIL operational solutions
• Establish and maintain Operational Level Agreements (OLAs)

Integration & Transition Management

• Lead business requirement gathering and analysis sessions
• Drive end-to-end service transition strategy and execution
• Develop operational readiness and risk mitigation plans
• Ensure integration of customer operational solutions with existing ITIL frameworks
• Create customer-specific service transition plans

Performance & Financial Management

• Develop and maintain service cost models
• Define and monitor performance KPIs
• Support financial planning and budgeting (EASE)
• Analyze service performance using business intelligence tools

Stakeholder Management

• Facilitate cross-functional initiatives and alignment
• Lead customer workshops for ITIL process adoption
• Coordinate with external customers to ensure effective service delivery
• Manage change and communications programs
• Provide regular updates on service performance and continuous improvements

Preferred Qualifications

• Experience in the telecommunications industry
• ITIL Intermediate V3 or ITIL V4 Specialist certification (or equivalent experience)
• Knowledge of financial tools and models (e.g., EASE, Budgeting)
• Exposure to AI/ML implementation within business processes

Core Competencies

• Strategic Thinking and Planning
• Problem Solving and Analytical Skills
• Cross-Functional Team Leadership
• Technical Architecture Design
• Process Optimization
• Stakeholder Engagement and Communication
• Change Management Expertise