Bilingual Application Support Analyst - TELUS Health Employer Products

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 Employer Products group empowers healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive health and wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, physical and mental health, finances, and work.

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, our products are developed using innovative technology (Cloud, data, AI, etc.), agile methodology, and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies love to use.

As an Application Support Analyst you will provide Tier 1 and 2 application support to our end-users taking ownership of the investigation, diagnosis, and resolution of our clients' technical and customer service-related questions. You will be the voice of our clients internally and act as a liaison between the client, support and many of our internal teams. We are SLA-driven, thus providing product feedback and escalation of issues in a time-sensitive manner is critical.

What you’ll do

• Understand business requirements, build test cases and test software changes
• Troubleshoot problems by researching, analyzing and identifying symptoms and causes
• 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

What you bring

Joignez-vous à notre équipe et ce que nous accomplirons ensemble

Chez TELUS Santé, nous avons pour mission de créer des technologies et des services innovants qui soutiennent notre vision : créer un monde en meilleure santé, une vie à la fois. En tant que chef de file mondial en matière de santé et de bien-être – englobant la santé physique, mentale et financière – TELUS Santé améliore les résultats de santé pour les consommateurs, les patients, les professionnels de la santé, les employeurs et les employés.

Le groupe Produits pour employeurs favorise des employés en meilleure santé, plus heureux et plus productifs en combinant notre Programme d'aide aux employés primé avec des solutions proactives de santé et de bien-être dans un écosystème numérique qui les aide à prévenir et à gérer les problèmes et préoccupations liés à la famille, à la santé physique et mentale, aux finances et au travail.

En tant qu'analyste bilingue de soutien aux applications, vous fournirez un soutien applicatif de niveau 1 et 2 à nos utilisateurs finaux, en prenant en charge l'investigation, le diagnostic et la résolution des questions techniques et de service à la clientèle de nos clients. Vous serez la voix de nos clients à l'interne et agirez comme liaison entre le client, le soutien et plusieurs de nos équipes internes. Nous sommes guidés par des ententes de niveau de service (SLA), donc fournir des commentaires sur les produits et l'escalade des problèmes de manière opportune est essentiel.

Ce que vous ferez

Soutien à la clientèle et résolution de problèmes

Soutien technique et assurance qualité

Amélioration des processus et gestion des connaissances

Ce que vous apportez

#LI-REMOTE

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.