Bilingual Application Support Analyst - TELUS Health Products

Position: Bilingual Application Support Analyst - TELUS Health Employer Products

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

The

Employer Products group empowers healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive health and wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, physical and mental health, finances, and work.

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, our products are developed using innovative technology (Cloud, data, AI, etc.), agile methodology, and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies love to use. 

As an Application Support Analyst you will provide Tier 1 and 2 application support to our end-users taking ownership of the investigation, diagnosis, and resolution of our clients' technical and customer service-related questions. You will be the voice of our clients internally and act as a liaison between the client, support and many of our internal teams. We are SLA-driven, thus providing product feedback and escalation of issues in a time-sensitive manner is critical.

What you’ll do

Understand business requirements, build test cases and test software changes

Troubleshoot problems by researching, analyzing and identifying symptoms and causes

Meet client deadlines according to the service level agreements by appropriately managing and prioritizing assigned tasks while ensuring quality control

Comply with the best practices available including standards of confidentiality and peer review

Participate in special projects as well as new implementations, according to the needs of the department

Recognize business process inefficiencies and recommend improvements

Build knowledge management through regularly documenting and sharing lessons learned, Q&A to the team’s knowledge base

What you bring

Minimum 3 years of relevant work experience

University or college diploma in business administration or equivalent

Exceptional problem-solving skills, documentation and multi-tasking skills

Excellent written and verbal communication skills

Excellent teamwork skills – able to collaborate and build strong relationships with clients and internal teams

Demonstrate enthusiasm, team spirit, strong work ethic and flexibility

Ability to handle multiple urgent priority issues concurrently and prioritize conflicting demands without supervision

Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

Joignez-vous à notre équipe et ce que nous accomplirons ensemble

Chez TELUS Santé, nous avons pour mission de créer des technologies et des services innovants qui soutiennent notre vision : créer un monde en meilleure santé, une vie à la fois. En tant que chef de file mondial en matière de santé et de bien-être – englobant la santé physique, mentale et financière – TELUS Santé améliore les résultats de santé pour les consommateurs, les patients, les professionnels de la santé, les employeurs et les employés.

Le groupe Produits pour employeurs favorise des employés en meilleure santé, plus heureux et plus productifs en combinant notre Programme d'aide aux employés primé avec des solutions proactives de santé et de bien-être dans un écosystème numérique qui les aide à prévenir et à gérer les…