Champion root cause analysis in Network and System investigations!Join our team
Network & Systems Operations is responsible for the reliable and quality performance of our wireline and wireless networks. From helping to introduce the newest technologies into our network, to monitoring and optimizing network and systems traffic performance and resolving service outages, the NSO team is continually seeking new ways to assure and maintain our network and systems so that Consumer and Business customers can enjoy a superior experience with TELUS services.
Join us on this journey as we further establish TELUS' footprint in Canada through delivering the best communication services.
This Senior Business Analyst role will focus on collaborating with stakeholders in various business units to investigate our customer impacting incidents and report on findings to a variety of audiences. Specifically, the successful applicant will:
•Conduct cross-functional investigations into network threats, degradations and outages
•Facilitate post-incident review (PIR) workshops and work with key stakeholders to document action items resulting from network or corporate systems events
•Implement process improvements across the business to improve effectiveness of our operations and the reliability of our network
•Develop materials for the Learning for Reliability program, the training program to encourage conversations about reliability across operational areas of the business
This is an individual contributor position; however, you will lead by influence and collaborate with other areas within TELUS and interact with Senior Leadership.Here's the impact you'll make and what we'll accomplish together
You will be collaborating with stakeholders across the business and help the organization investigate our crucial customer incidents and report on findings to a variety of audiences. You will be integral to the company's ability to continuously improve our award-winning customer first-experience(s). Your passion for demonstrating our values and making a difference for our customers, our shareholders, our communities and our team helps drive our success.
You will have the opportunity to facilitate meetings and complete documentation following significant network and corporate system outages and degradations (high severity/exposure/impact) and communicate post-incident action items, root causes and key learnings up to our senior and executive team members. You will also be a contributor to key learnings published through the Learning for Reliability Program. In this fast paced role you will have the autonomy to actively manage your portfolio to drive continuous improvement across Network Support & Operations and with partner teams.
That's not all! You will also be joining a dynamic team with personality, strong opinions and spirit! This collaborative team is made up of individuals with a breadth of experience across TELUS. Work alongside team members who have a wealth of industry experience and have been instrumental in building and supporting this Problem Management team from initiation!
You will also be expected to bring your own sense of humour!Here's how
•Develop and deliver Post-Incident Reviews and weekly content related to these Post-Incident Reviews
•Facilitate post-incident review (PIR) workshops and work with key stakeholders to document action items resulting from network or corporate system events
•Create lesson plans that TELUS team members can leverage to learn more about action items and key learnings from network incidents
•Manage the day-to-day operations related to follow-ups on daily incidents
•Support and contribute to monthly reporting conducted by Problem Management team
•Collaborate and liaise with teams within and outside of NSO as required to determine which network events have superior tuition value to share across TELUS Qualifications:You're the missing piece of the puzzle
You have also excelled for at least five years in an analytical role involving critical thinking and brainstorming with peers. You possess self-discipline and excellent time management skills. As the ideal candidate, you are also equipped to:
•Facilitate cross-functional discussions during meetings with stakeholders who have competing priorities
•Excellent planning and time management skills, with the ability to prioritize and multi-task in a rapidly changing environment to meet business needs
•Excellent interpersonal and communication skills including presentation, written & verbal
•Exceptional attitude towards working in a team and being collaborative in all aspects of work
•Ability to influence stakeholders from cross functional teams
•Strong command of English, both spoken and written Great-to-haves
•Familiarity with Problem Management, ITIL, or Incident Management
•4+ years' experience managing multiple projects with varying deadlines
•4+ years' experience with process improvements through proven methodologies such as Six Sigma
•Strong Command of French, both spoken and written 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.
Posted: July 16, 2018
Closes: September 14, 2018