System Quality Analyst I

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.

System Quality Analyst I
Schedule: 5 Days/week

Status: Permanent, Full Time

Location: Remote Anywhere in Canada

Join our team and what we'll accomplish together

The TELUS Health Digital Transformation team supports the internal systems that our provider, care, and operations teams rely on every day to deliver services to clients. As a tier-one support team, we're the first point of contact for issues across systems such as the Provider Hub, Symphoni, Dynamics 365, and the Online Scheduler, and we keep them running smoothly.

We work closely with IT development, Business Analysts, and operations partners. Everyone on the team shares knowledge through a common team collective, so you'll build deep expertise across interconnected systems. We also act as subject matter experts on projects and testing, which means your work shapes how these systems evolve.

Many team members have grown into Business Analyst or System Analyst II roles

What you'll do

• Investigate and resolve system issues reported by internal teams and clients. Reproduce the issue, resolve training-related questions directly, route issues to the right team, and escalate confirmed defects to IT development.
• Test and sign off on system releases. Perform UAT and regression testing on front-end functionality for maintenance releases and hotfixes, and provide sign-off before production deployment.
• Serve as a systems subject matter expert. Support projects and improvements, document system knowledge and processes, and answer system questions for colleagues and partners.
• Partner across teams. Work with Business Analysts on requirements, support client escalations for issues booking services online, and work with IT development on defects.
• Manage your assigned work. Work from a shared Zendesk queue, with tickets assigned to you individually, and follow the documented process from triage through resolution.
• Support production deployments. Participate in evening deployments (starting around 6:00 p.m. ET) about every three to four weeks, and complete testing after go-live. Flexible scheduling is available, including shift adjustments or time banking.

What you bring

No coding or engineering background is required. We'll train you on our in-house systems.

• Strong analytical and problem-solving skills, with the ability to investigate issues across multiple interconnected systems
• Ability to reproduce user-reported issues and distinguish training questions from true system defects
• Ability to work effectively within a team and independently on assigned tickets
• Clear written and verbal communication for ticket documentation, status updates, and stakeholder conversations
• Experience with software testing, such as UAT, regression testing, or test case creation
• Experience with business applications or CRM platforms (for example, Dynamics 365 or comparable), or ticketing systems (for example, Zendesk or Jira)
• Ability to learn complex system logic and apply it to troubleshooting
• Post-secondary diploma or degree, or equivalent experience
• Flexibility to support evening deployments about every three to four weeks

Nice to have:

• Hands-on experience with Power Platform, including Power Automate and model-driven apps
• Familiarity with Dataverse, Customer Insights & Journeys, or Field Service
• Bilingual in English and French is an asset

Job Posting Vacancy Type: This is for a current vacancy

Expected annual base salary range for this role is: $40,000.00-$50,000.00 CAD

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.

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.