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

Responsibilities:

• 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
• 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
• Provide business, system, and technical expertise on complex and sensitive issues and analysis.
• Understands the client’s perspective and priorities, and partners with the client management and support teams to resolve administrative issues.
• Acts as a technical resource; reviews specifications and completes quality assurance testing as required.
• Coordinates with team members to ensure delivery of client projects and deliverables.
• Support with client management administrative tasks, reporting, customer requests and preparation for meetings where appropriate.

Requirements:

• 1-3 years of relevant work experience
• Benefits knowledge is required
• University or college diploma in business administration or equivalent work experience
• SaaS experience an asset
• Exceptional problem-solving skills, documentation and multi tasking skills
• Excellent written and verbal communication skills
• Excellent organizational and interpersonal 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 with limited to no supervision
• Demonstrate initiative, flexibility and provides 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 products (Word, Excel, etc.)
• Always reliable, consistent, and adaptable

LI-JD1

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

• 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
• 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
• Provide business, system, and technical expertise on complex and sensitive issues and analysis.
• Understands the client’s perspective and priorities, and partners with the client management and support teams to resolve administrative issues.
• Acts as a technical resource; reviews specifications and completes quality assurance testing as required.
• Coordinates with team members to ensure delivery of client projects and deliverables.
• Support with client management administrative tasks, reporting, customer requests and preparation for meetings where appropriate