Here’s the impact you’ll make and what we’ll accomplish together By collaborating with stakeholders across the business you will help the organization investigate our crucial customer incidents, and report on findings to various audiences. You will be integral to the company's ability to improve our award-winning customer-first-experience(s). Your passion for demonstrating our values and making a difference for our customers, shareholders, communities, and team will help drive our success.

That's not all! You will join a dynamic team with personality, strong opinions, and spirit! This collaborative team is individuals with a breadth of experience across TELUS. Work alongside team members with 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 sense of humor!

Here’s how

● Develop and deliver Post-Incident Review Documents 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, corporate system, or THS events

● Create lesson plans that TELUS team members can leverage to learn more about action items and key learnings from network, corporate system, or THS incidents

● Manage the day-to-day operations related to PIRs on daily incidents

● Support and contribute to monthly reporting conducted by the Problem Management team

● Collaborate and liaise with teams across the Reliability Center of Excellence and others as required to determine which incidents have superior tuition value to share across TELUS

● Implement process improvements across the business to improve the 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

You’re the missing piece of the puzzle

● Known for having excelled in an analytical role involving critical thinking and brainstorming with peers for at least five years.

● Recognized for your exemplary self-discipline and organization skills

● Talented at facilitating cross-functional discussions during meetings with stakeholders who have competing priorities.

● Valued for your excellent planning and time management skills, with the ability to prioritize and multitask in a rapidly changing environment to meet business needs

● Regarded for your interpersonal and communication skills

● Committed to your exceptional attitude towards working in a team and being collaborative in all aspects of work

● With a knack for influencing stakeholders from cross-functional teams.

● Expert command of English, both spoken and written

Required Skills

● Highly effective interpersonal, communication, and presentation skills.

● General knowledge and understanding of information technology solutions and services to large business customers.

● Strong analytical, problem-identification, and problem-solving skills.

● Strong ability to influence and motivate people outside of an authority relationship, and forge productive and lasting alliances in disparate areas of the business

● High motivation / drive to succeed.

● Ability to work independently with minimal supervision and effectively as part of a team.

● Ability to prioritize and high organizational skills

● Ability to adapt quickly to new technologies and situations.

● Interpret company values and apply them to activities within their role.

● Perform an appropriate level of assessment to recommend solutions; make good decisions based on analysis, experience, and judgment.

● Customer-focused, sensitive to customer needs, their critical business cycles, and schedules.

● Exercises sound judgment in varied situations in particular with customer relations.

● Strong working knowledge of Google Workspace and ticketing tools and program products.

● Bachelor's or Master's Degree in Business, Technology, Science, or equivalent education or experience.

An Advantage

● Familiarity with Problem Management, ITIL, or Incident Management

● General information technology experience covering all technology platforms, mainframe, midrange, distributed, and networks.

● Analyzing business requirements, understanding process lifecycle, and documenting business requirements, methods, and processes.

● Strong business or system knowledge including business processes and project management.

● Strong knowledge of KPI reporting and benchmarking practices.

● Broad technical knowledge covering all technology platforms, mainframe, midrange, distributed, and networks.

● Knowledge of current IT outsourcing customers, their business, and IT infrastructure would also be an asset.

Great-to-haves

● Knowledge of the French language

● Certification in Problem Management, ITIL, or Incident Management

● Experience managing multiple projects with varying deadlines

● Experience with process improvements through proven methodologies such as Six Sigma

● Experience in quality or business process management, ideally related to information technology.