Senior Application Support Analyst

Senior Application Support Team Analyst

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of 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.

Join our team and what we'll accomplish together TELUS Health Benefits Administration and Operations practice bring specialized expertise and innovative solutions to benefits administration, data management, and comprehensive client support. Our purpose is to streamline complex benefits processes through sophisticated database management and technical excellence, allowing organizations to deliver seamless benefits experiences while we handle the intricate technical and administrative complexities. Join our fantastic team as we serve as trusted technical partners for our clients and providing expert case management support that transforms how organizations administer their benefits programs. Our team has particular strength in implementing and managing sophisticated healthcare and group benefits databases, understanding the unique technical requirements and data complexities that each client faces. Be part of a dynamic environment where your technical expertise, analytical skills, and client-focused approach will make a tangible difference in how benefits are administered and delivered. If you are seeking a fulfilling opportunity to leverage your analytical skills while supporting our mission of providing exceptional technical excellence in benefits administration, this role is perfect for you.

Here's the impact you'll make and what we'll accomplish together:

The Senior Application Support Team Analyst will be expected to take ownership of the investigation, diagnoses, and resolution of our clients technical and customer service related questions. Responding to tickets and calls from clients having issues with software. You will be expected to be a product expert and understand the clients needs in depth. You will be the voice of your clients internally and act as a liaison between the client, support, and configuration/implementation teams. We are SLA driven, thus providing product feedback and escalation of issues in a time sensitive manner is critical. Working with the Application Support Team Manager, you will be an important contributor to this team.

What you'll do:

• Resolve client inquiries by phone, email support or ticketing system with the ability to handle sensitive escalated issues
• Understand business requirements, build test cases and test software changes
• Troubleshoot problems by researching, analyzing and identifying symptoms and cause
• 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
• Coach and mentor junior staff within the team
• 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
• Occasionally required to work outside regular business hours to perform business systems testing.

You have…

• 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
• Ability to generate a sense of urgency and bring together appropriate teams
• Ability to understand and use current technology tools and have a very good knowledge of Microsoft Office (Word, Excel, etc.)
• Experience with Microsoft SQL scripts.

Nice to have:

• Saas experience is an asset

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.