Business Analyst

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