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.
Join our team and what we'll accomplish togetherTELUS Health is seeking a Sr. Business Analyst to join an autonomous, cross-functional team specialized in call management systems. Our systems power benefits administration and customer support operations for thousands of TELUS employees and healthcare partners across Canada—your work directly impacts how our organization serves its users.
You'll work on a team that's reimagining business analysis through AI adoption. We're modernizing how we gather requirements, design solutions, and collaborate with engineering teams using cutting-edge AI tools. This is your opportunity to be at the forefront of that transformation.
What you'll do
Gather requirements and design intuitive solutions that solve real problems and optimize system delivery across call management platforms.
Leverage AI tools (copilots, ChatGPT, etc.) daily to accelerate requirements gathering, design validation, and documentation.
Partner closely with QA and development teams to craft precise acceptance criteria, validate designs, and ensure high-quality deliverables.
Drive continuous improvement initiatives by identifying optimization opportunities, streamlining workflows, and evolving systems in response to business needs.
What you bring
Must-haves
5-6 years of business analysis experience with demonstrated ability to gather requirements from multiple stakeholders and synthesize information from various teams into cohesive solutions.
Experience with customer support systems (CSR) or call centre environments — You understand how agents use software day to day, call centre terminology and workflows, and how these concepts drive product development.
Hands-on, active experience using AI tools (ChatGPT, GitHub Copilot, Claude, or similar) integrated into your daily workflow. You actively champion adoption with others.
Strong logical thinking, curiosity, and probing skills — You ask detailed questions to uncover gaps and edge cases, think through scenarios ahead of time, and validate assumptions.
Excellent communication across technical and business domains, agile methodologies experience, and understanding of Web/API services and system integrations — You naturally code-switch between business and technical language, work effectively in agile environments, and can influence product direction through the quality of your business cases.
Nice-to-haves
Knowledge of SQL databases and ability to work with data analysts to validate requirements.
Experience with benefits administration, health and welfare systems, or call management/IVR systems.
BA certification (IIBA-CCBA, Agile certification, or equivalent).
Why you'll love this role
End-to-end ownership — See your work through from requirements to user documentation to system optimization.
Modern, AI-forward environment — Work with a team that actively uses AI tools daily with investment in your continued learning.
Strategic impact — Your designs directly shape systems enabling thousands of employees and healthcare partners across Canada.
Collaborative culture — Partner closely with product and business stakeholders where your voice matters in decisions.
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 international scope.
Salary Range 58,100K - 83,000K
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise.
TELUS Health offers rewarding benefits, which may vary per job function, such as:
Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both
Generous company matched pension
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more…
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.
TELUS Ottawa, Ontario, CAN Office
50 Rideau St UNIT 0136, Ottawa, ON, Canada, K1N 9J7
