Create awesome experiences for our Business customers.
Join our Team
We have set out on a mission to simplify and standardize the business customer experience. In the BCX Service Management Office (SMO), we strive to minimize the customer effort to engage with TELUS. We also aim to change the way our team-members work enabling them to be more productive in the way they serve our customers. While tools and platforms are important, how we execute is critical. We are seeking a Problem Management & Event Management practice lead to help us transform the way we work.
Here’s the impact you’ll make and what we’ll accomplish together
As a Business Consultant within our team, you will be directly responsible for leading Problem Management and Event Management practice areas within TELUS Business Customer Experience (BCX). You will be joining our SMO within the Business Strategy & Transformation (BST) Team, which is a multi-functional and experienced team within BCX responsible for a portfolio of business objectives. You will work closely with stakeholders throughout BCX to drive transformational and innovation initiatives. You will be part of a small team with a big scope, responsible for corporate reporting, business enablement, marketing, scorecard tracking, resource management and leadership development initiatives.
Our industry and technologies are constantly changing, so a key part of being successful in this role involves being able to adapt and thrive in an environment of change – on any given day, you could be developing a presentation for our executive team, analyzing data, leading engagement initiatives, building and presenting a business case, or coordinating with stakeholders to provide updates for corporate initiatives. You won’t be alone: you will be an integral part of a talented, multi-functional and experienced team that works closely together.
Here’s how
- Assess the current Problem Management & Event Management process frameworks
- Assess process execution
- Communicate and deploy framework improvements
- Assign process responsibilities to organizations
- Define measurements and controls for governance
- Define and maintain Problem Management Policy, Standards & Conceptual Models
- Define and document Process & Procedures
- Determine Process Relationships to Other Processes (Incident, Event, Change etc.)
- Identify Process Roles and Responsibilities
- Specify Process Purpose, Scope, Goals, and Capabilities
- Oversee operational activities for problem management
- Work with other SMO ITIL Practice Leads to drive a simplified and standardized ITIL blueprint
Qualifications
You're the missing piece of the puzzle
- Willingness to learn new skills
- Must have strong will to work in challenging environment
- 2 to 5 years of relevant experience
- ITIL Certification
- Very strong ITIL process management skills
- Ability to effectively recommend and present requirements
- Excellent oral and written communication and presentation skills
- Very strong analytical skills
- Strong strategic skills
- Ability to thrive in a dynamic environment, working across multiple levels of an organisation
- Excellent interpersonal skills to effectively communicate with technical, non-technical, and executive levels
Nice to have
- ServiceNow Experience
- Bilingualism (English & French)
A bit about us
Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. We’re committed to diversity and equitable access to employment opportunities based on ability —your unique contributions and talents will be valued and respected here.
Primary Location: Canada
Other Locations: CA-BC-Victoria, CA-QC-Montreal, CA-AB-Calgary, CA-BC-Vancouver, CA-ON-Toronto, CA-AB-Edmonton
Schedule: Full-time