Senior Business Analyst

About TELUS International

TELUS International (NYSE : TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions.

With almost 75,000 team members and delivery centers across 30 countries in Africa, Asia, the America’s, and Europe, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first.

The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support.

Fueling any stage of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries.

The company serves clients in over 50 languages. Learn more at : telusinternational.com

This unique role offers the right candidate the opportunity to work with two diverse and challenging technology streams : service management on the ServiceNow platform, and generative AI involvement leveraging services and applications being developed by TELUS.

An articulate and skilled communicator who thrives in a fast-moving environment and demonstrates a growth mindset, will succeed.

It is essential to have demonstrable and recent experience with agile delivery and working with remote teams in a global setting.

You will be an essential member of scrum teams working actively on a host of solutions related to enabling service management and generative AI solutions for operational TELUS International teams.

The ability to solution, work autonomously and collaborate effectively is critical. Attitude and aptitude are as valuable as the technical skills you’ll bring.

Curiosity, a desire for problem-solving and a passion to drive yourself and others towards a high standard of excellence are vital qualities.

Responsibilities

• Collaborate with cross-functional teams to define and analyze business requirements for new initiatives involving generative AI and ServiceNow.
• Define processes, workflows and features on the ServiceNow platform in support of our service desk
• Perform user acceptance testing to verify and validate developed solutions
• Demonstrate awareness and interest in generative AI capabilities and innovations that can inform and improve our delivery
• Engage and develop strong relationships with internal stakeholders who require generative AI or service management-related solutions
• Scope management, effective epic and user story development
• Problem-solving related to this area of the business
• Act as a liaison between technical teams, management, and stakeholders to ensure effective communication and alignment with business strategy.

Qualifications

• Bachelor's or Master's degree in Business Administration, Information Systems, Computer Science, or related field.
• Minimum of 5 years of experience as a Business Systems Analyst or similar role with a track record of successful projects.
• In-depth knowledge of the ServiceNow platform, including certification(s) as a ServiceNow Administrator or Implementation Specialist (preferred).
• Strong understanding and ideally hands-on experience with generative AI technologies, machine learning algorithms, and data analytics.
• Experience in implementing business solutions that integrate AI technologies with enterprise systems.
• Proficiency in configuring and customizing ServiceNow applications to fit the business needs.
• Excellent analytical and problem-solving skills with the ability to work on complex projects.
• Strong communication, presentation, and interpersonal skills.
• Agile / Scrum certification or experience working in an Agile environment is beneficial.

Location : Remote position located in Canada

TELUS Values :

TELUS International recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values :

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS International, we are committed to diversity and equitable access to employment opportunities based on ability.

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