Senior Business Analyst

0 years

0 Lacs

Posted:13 hours ago| Platform: Linkedin logo

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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

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TELUS Digital logo
TELUS Digital

Information Technology

Calgary

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