Solution Delivery and Support (SDS) is looking for a Senior Business Analyst to join our newly developed Field Excellence team. The Field Excellence team mandate is to be relentless on driving field performance and reducing technician effort to drive customer L2R. This role will be focused on supporting the continued growth of our Wave 3 services, focusing on the operational readiness of our new products and services and optimizing current systems and processes. The successful candidate will enter this new team on the ground level and will help initiate and support field transformational goals.
This role is an opportunity for a self-driven individual to utilize business acumen, influencing skills, analytical skills and field knowledge, to deliver creative, value-added solutions to the various stakeholders. If you like to experiment with new products and implement innovative solutions this role might be for you.Responsibilities:
•Engage in and influence the operational readiness of TELUS strategic new products and services
•Support services through trial phases and provide operational direction and launch reviews
•Practice sustainable incident response and blameless post-mortems
•Experiment and implement innovative solutions for the field operations team
•Proactively identify and follow up on process improvements
•Targeted focus on eliminating waste for frontline business technicians
•Persistently explore and uncover new opportunity for the frontline business techniciansQualifications:Required Knowledge:
•Proficiency in project management, business analysis, change management, and continuous improvement methodologies
•Strong field operations end to end process knowledge and workflow
•Sound working knowledge of Business Process Management (BPM) principles and practices
•Strong knowledge of Telecom build operations, scheduling, design, project management and standards
•Sound working knowledge of analytical problem solving techniques
•Six Sigma statistical data analyses techniques
•Strong understanding of fulfillment and assure processes and systems Required Skills & Abilities:
•Demonstrated ability to work effectively in an ambiguous environment
•Ability to operate at intersections of big ideas and small details, of thinking and doing, of looking both inside-out and outside-in
•Superior ability to build strong, collaborative relationships with internal and external stakeholders at all levels of an organization
•Highly self-directed with ability to take initiative
•Excellent negotiation, and conflict resolution skills, including demonstrated ability to successfully deal with all forms of conflict (e.g. people, resourcing, priorities, circular dependencies)
•Proven ability to implement large, cross-functional programs in a complex business environment
•Experience in process development and implementation required, e.g. seasoned professional who has lead process re-engineering or other strategic projects
•Proven track record on leading & delivering complex projects
•Demonstrate very strong knowledge of business analytics and process management and improvement methodology
•Strong facilitation skills
•Excellent communication skills (both written and verbal)
•Strong interpersonal skills with the ability to work effectively within a team environment and deals professionally with various levels of management within the organization Required Professional Designation/Certification:
•University degree or 7-10 years of equivalent experience Required Experience:
•3+ years in telecom field operations Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you
create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.