Telus Health
Location
Toronto, ON
Full job description
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.
As a Technical Benefits Analyst, you’ll join a specialized team providing expert system support and troubleshooting for HR administrators using our benefits management platform. Through our ticketing system, you’ll analyze and resolve complex technical issues, conduct system testing for new implementations, and execute internal projects including annual enrollment configurations. This highly technical role involves training client HR administrators, collaborating on system enhancements, and maintaining strict SLAs.
Working 100% remotely with our collaborative team, you’ll benefit from comprehensive training, clear career progression, and competitive compensation including bonus and benefits. While the learning curve is substantial, you’ll develop deep expertise in this niche technical field alongside supportive team members dedicated to excellence in benefits system administration.
Responsibilities
Resolve client inquiries by phone, email support or ticketing system with the ability to handle sensitive escalated issues
Understand business requirements, build test cases and test software changes
Troubleshoot problems by researching, analyzing and identifying symptoms and cause
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
Coach and mentor junior staff within the team
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
Occasionally required to work outside regular business hours to perform business systems testing
Qualifications
3+ years of work experience in the Benefits field or similar domain
Degree in Business Administration or any related field
Experience with Microsoft SQL server management and SQL scripts
Excellent English communication skills, written and verbal
Very good knowledge of Microsoft Office (Word, Excel, etc.)
SLAs and KPIs driven
Ability to handle multiple urgent priority issues concurrently and prioritize conflicting demands without supervision
Saas experience is an asset
Strong problem-solving skills, documentation and multi tasking skills
Solid ability to collaborate and build strong relationships with clients and internal teams
Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility
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.
