<h2><strong>Who We Are</strong> </h2><p style="min-height:1.5em">Welcome to <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.telusdigital.com/"><u>TELUS Digital</u> </a>— where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.telus.com/en/"><u>TELUS</u></a>, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.</p><p style="min-height:1.5em">With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across various service offerings: Web, Mobile & Digital Marketing | Enterprise AI | Customer Care AI & Technology | Enterprise Technology Modernization</p><p style="min-height:1.5em">From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.</p><div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h2><strong>Responsibilities </strong></h2><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>SUMMARY</strong></p><p style="min-height:1.5em">The Business Systems Analyst II will be responsible for engaging stakeholders, creating</p><p style="min-height:1.5em">functional requirements for technology solutions and our products, making recommendations for business opportunities and process improvements, and facilitating</p><p style="min-height:1.5em">change under the guidance of the Manager – Information Services within the Global</p><p style="min-height:1.5em">Delivery Platform System Enablement team.</p><p style="min-height:1.5em"><strong>DESCRIPTION</strong></p><p style="min-height:1.5em">Join a team where healthcare innovation meets meaningful impact. As part of the</p><p style="min-height:1.5em">Global Delivery Platform System Enablement team, you'll work at the intersection of</p><p style="min-height:1.5em">product development and consulting, transforming how organizations experience critical</p><p style="min-height:1.5em">case management and incident response technology. We're a diverse, globally</p><p style="min-height:1.5em">distributed team of passionate problem-solvers—from Business Analysts and</p><p style="min-height:1.5em">Developers to Solution Designers and Technical Product Managers—who thrive in our</p><p style="min-height:1.5em">Agile environment. Our work focuses on enabling organizations to effectively manage</p><p style="min-height:1.5em">crisis situations and provide comprehensive mental health support through</p><p style="min-height:1.5em">sophisticated Dynamics 365 configurations that directly impact employee well-being and</p><p style="min-height:1.5em">organizational resilience. If you're a change agent who gets energized by meaningful</p><p style="min-height:1.5em">innovation, loves turning complex business challenges into elegant solutions, and</p><p style="min-height:1.5em">thrives in a healthcare technology environment where your work improves lives, you'll</p><p style="min-height:1.5em">feel right at home here. Together, we're not just building systems; we're enabling</p><p style="min-height:1.5em">organizations to work smarter and deliver exceptional support to their people when they</p><p style="min-height:1.5em">need it most.</p><p style="min-height:1.5em"><strong>WHAT YOU WILL DO</strong></p><p style="min-height:1.5em">1. Elicit business requirements for new products, programs and processes using</p><p style="min-height:1.5em">business analysis elicitation techniques such as requirements workshops, business</p><p style="min-height:1.5em">process analysis, use case creation, and data analysis</p><p style="min-height:1.5em">2. Liaise with multiple business units, technology teams and support teams to identify</p><p style="min-height:1.5em">requirements, best practices, interdependencies, and opportunities for improvements</p><p style="min-height:1.5em">3. Translate requirements to User Stories and create other artifacts (process flow, data</p><p style="min-height:1.5em">model, use cases, etc.) that provide clarity to the requirements</p><p style="min-height:1.5em">4. Participate in the design of high-level solutions and in the estimating process,</p><p style="min-height:1.5em">breaking development components into smaller functions that improve the user</p><p style="min-height:1.5em">experience in collaboration with the systems Technical Product Manager</p><p style="min-height:1.5em">5. Design the solution for the software product in keeping with the solution architecture</p><p style="min-height:1.5em">and technical roadmap, creating intuitive solutions that add value for users</p><p style="min-height:1.5em">6. Work closely with the development team to define functional specifications and</p><p style="min-height:1.5em">modifications required to achieve objectives (including non-functional requirements),</p><p style="min-height:1.5em">while partnering with QA specialists to ensure that detailed design is clearly understood</p><p style="min-height:1.5em">and developments are aligned with design specifications</p><p style="min-height:1.5em">7. Provide technical support and leadership in the event of incident escalation or service</p><p style="min-height:1.5em">interruptions, making sure incidents are resolved effectively and maintaining service</p><p style="min-height:1.5em">continuity</p><p style="min-height:1.5em">8. Critically evaluate business needs and strive for Data-Driven Decision Making</p><p style="min-height:1.5em">(DDDM) through strong analytical, leadership, and conflict management skills</p><p style="min-height:1.5em"><strong>WHAT YOU BRING</strong></p><p style="min-height:1.5em">1. 3-5 years of progressive experience in business systems analysis with demonstrated</p><p style="min-height:1.5em">growth in enterprise software implementations, systems integrations, or technology</p><p style="min-height:1.5em">solution delivery with Microsoft Dynamics 365 platforms</p><p style="min-height:1.5em">2. 3-5 years of experience in design and functional configuration of Microsoft Dynamics</p><p style="min-height:1.5em">365 Customer Service and/or Field Service, or equivalent case management systems</p><p style="min-height:1.5em">3. University degree in Business, Computer Science, or Engineering (or College</p><p style="min-height:1.5em">Diploma with equivalent experience and demonstrable continuing education in IT)</p><p style="min-height:1.5em">4. Strong understanding of SDLC and Agile methodologies with hands-on experience</p><p style="min-height:1.5em">translating business needs into technical solutions within Agile teams</p><p style="min-height:1.5em">5. Power Platform experience (Power BI, Power Automate, Power Apps) ranging from</p><p style="min-height:1.5em">development concepts, governance, creation, monitoring, and maintenance</p><p style="min-height:1.5em">6. Strong user story development skills and experience working within an Agile</p><p style="min-height:1.5em">framework with demonstrated ability to create process flows, data models, and use</p><p style="min-height:1.5em">cases</p><p style="min-height:1.5em">7. CRM implementation experience with demonstrated knowledge of data migration,</p><p style="min-height:1.5em">data mapping, and experience creating entity relationship diagrams</p><p style="min-height:1.5em">8. Hands-on proficiency with Jira and Confluence for requirements tracking, agile</p><p style="min-height:1.5em">collaboration, sprint planning, and technical documentation in fast-paced development</p><p style="min-height:1.5em">environments</p><p style="min-height:1.5em">9. Intermediate proficiency in process improvement methodologies and business</p><p style="min-height:1.5em">process modeling tools/techniques (BPMN, process mapping) with enterprise</p><p style="min-height:1.5em">architecture awareness</p><p style="min-height:1.5em">10. Highly effective communication skills (written and oral) with proven ability to facilitate</p><p style="min-height:1.5em">cross-functional collaboration, explain complex concepts clearly, and interact with</p><p style="min-height:1.5em">diverse stakeholders (French language ability is a strong asset)</p><p style="min-height:1.5em"><strong>GREAT-TO-HAVES</strong></p><p style="min-height:1.5em">1. Experience with Microsoft Dynamics 365 Marketing module or other Customer</p><p style="min-height:1.5em">Engagement modules demonstrating broader platform expertise</p><p style="min-height:1.5em">2. Previous experience in healthcare, mental health, or employee well-being</p><p style="min-height:1.5em">organizations with knowledge of healthcare technology solutions and regulatory</p><p style="min-height:1.5em">requirements</p><p style="min-height:1.5em">3. Quality assurance or testing background with hands-on UAT experience</p><p style="min-height:1.5em">4. Professional certifications such as CBAP, IIBA ECBA, CSM, or PMP</p><p style="min-height:1.5em">5. Experience with Omnichannel for Customer Service or case management platforms</p><p style="min-height:1.5em">6. Microsoft Dynamics 365 platform integration (external platform) experience</p><p style="min-height:1.5em">7. Microsoft Dynamics 365 certifications including MB-230 (Dynamics 365 for Customer</p><p style="min-height:1.5em">Service) or PL-200 (Power Platform Functional Consultant)</p><p style="min-height:1.5em">8. Previous experience in consulting or professional services delivery</p>
