The Commerce System Experience & Reliability Team is currently looking for an enthusiastic and energetic individual to join the team as an Incident Management Business Analyst I.   

This opportunity will give the successful candidate the exposure and opportunity to advance current career paths in areas such as business analysis, project management, and incident management. You will have the opportunity to learn back-end system functionality while building on your brand and developing a network of internal contacts within the greater TELUS corporate team.

The successful candidate will play a key role in empowering our sales reps to sell with minimal system downtime and enabling a positive customer and sales rep experience. You will help troubleshoot and resolve issues reported by frontline team members and handle widespread issues impacting our channel systems.

Responsibilities

• Manage system issues and widespread incidents for systems used by all face-to-face sales channels, including:

• Assists with triaging defects and tickets with tier support teams within multiple technical and development teams, including leads investigations with internal teams

• Assisting with Sales Representative movements due to COVID

• Manages production issues and prioritizes fixes, including replication and retesting asks

• Manages 2-way communication with sales reps to assist with ticket issue resolution

• Provides subject matter expertise on incident escalations and represents our unique impacts

• Key participant during widespread incidents (triage bridges, management calls, communications)

• Post-incident review documentation and follow-up

• Work rotating shifts to assist with all sales hours, including weekends and after 5PM

• Identifying and assessing testing requirements for defect fixes planned.

• Working with the Operations and Communications teams to develop communication and documentation for issues that require notification or workarounds

• Participating in operational readiness testing and pilot project launches

• Participating in providing feedback to generate solutions with functional channel teams including training, documentation, process redesigns

Requirements:

• Must have a minimum of 1 year of experience working in a Retail or Call Center environment or IT Incident Management (Ticketing)

• English Level B1 or above

• IT ticketing knowledge (Service Now or related)

• Forecasting knowledge and understanding

 Required Skills & Abilities

• Possess critical thinking, self-discipline, and time management skills

• Have a keen interest in operational processes and troubleshooting techniques

• Excellent interpersonal and communication skills

• Exceptional attitude towards working in a team and being collaborative in all aspects of work

• Strong command of English, both spoken and written

• Must be flexible and have the ability to work irregular hours (i.e. evenings, early morning and weekends)

• Time management and organizational skills, with the ability to prioritize and multitask

• Strong analytical and problem-solving skills

Competencies:

• A team member who takes ownership of every client interaction and is accountable for effective outcomes beyond that interaction.

• A professional that demonstrates empathy by listening to understand the client's unique emotions and situations, in order to communicate in a clear, honest and genuine way.

• A team member who collaborates to get things done by leveraging their own and reach other's unique talents.

• A team member who eagerly adapts to meet the changing needs of our clients

• A team member who proactively seeks to make things better