EAP Business Systems Analyst

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 TELUS Health Digital Transformation is a dynamic, fast-paced, and entrepreneurial group dedicated to supporting data-driven decisions for various TELUS Health products globally. The team focuses on solving complex problems that significantly impact customers and is committed to delivering a seamless digital customer experience. The TELUS Health Digital Transformation team is on a continuous journey towards helping TELUS Health become a world-class leader in Healthcare delivery, leveraging Technology and Artificial Intelligence products and solutions. We achieve this by delivering AI and data analytics capabilities built upon unified scalable platforms, improving the experience and efficiencies of our patients, clients, clinicians and agents. We are always keeping an eye on the horizon, preparing for the next big advancement in Technology to support our team.
Under the guidance of the EAP Systems Analyst Supervisor & EAP Systems Manager the EAP System Analyst is responsible for assisting with managing system/technical support related error escalations, improvement initiatives, and deployments within the scope of the Operations/Digital Transformation departments. The EAP System Analyst works with all organizational levels triaging system related defects and inquiries, as well as managing EAP system related improvements and UAT/deployment testing.  Includes managing, validating, documenting, and submitting EAP system related Change Requests. Includes investigation of system related issues within EAP.

What you’ll do

• Manage and resolve EAP System Support & Technical Support tickets, including investigation, documentation, and communication of system-related issues

• Lead system change management process, including documentation of specifications and validation of requests

• Oversee UAT/PROD deployment testing, including resource planning, test case creation, and validation

• Serve as systems expert, liaising between organizational levels and key stakeholders for system inquiries and upgrades

• Analyze system performance through metrics creation and data collection to optimize functionality

• Provide primary support for Dynamics 365 applications (Customer Service, Field Service, Customer Insights & Journeys, Model-driven apps)

• Configure and maintain system components using out-of-the-box capabilities and Power Automate

• Conduct system health checks, performance optimization, and issue resolution using XrmToolBox

• Support and troubleshoot Telephony-related requests

• Create and maintain system documentation, templates, and best practices

What you bring 

• Post-secondary diploma or degree with strong analytical and technical background

• Proven experience with Microsoft Dynamics 365, Power Platform (especially Power Automate and Model-driven apps)

• Proficient in multiple applications including Amazon Connect, XrmToolBox, and ticketing support systems

• Strong understanding of Dataverse, system configurations, EAP processes, and UAT/deployment testing

• Demonstrated ability to analyze and solve complex problems using diverse, unstructured data

• Experience with Customer Insights & Journeys, Field Services, and system functionality

• Excellent communication skills, both written and verbal, including presentation abilities

• Strong interpersonal and negotiation skills with ability to influence stakeholders

• Self-motivated professional capable of thriving in a dynamic environment

• Proven ability to assess situations, make decisions, and implement action plans independently

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. 

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS.  Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.