Job Description

Join our team and what we'll accomplish together

The Sales Ordering Reliability team ensures business continuity for both wireless and wireline products.

We do this by:

• Responding to system incidents by ensuring business impacts are quantified and considered, alerting relevant stakeholders for playbook deployment, and communicating effectively upward and outward
• Triaging wireline tickets to flag any incidents or defects and ensure that single issue tickets are resolved
• Driving enhancements and prioritizing defects to ensure our systems are working as efficiently as possible for all users.

Our team is the last line of defense for the customer experience - when things have diverged from a happy path, we strive to get things moving in the right way. We work closely with other systems and systems adjacent teams to drive fast and accurate remedies and improvements when needed.

Here’s the impact you’ll make as the Senior Business Analyst managing escalations and priming defect prioritization.

As one of the seniors on the team, you will help drive overarching team strategy with a mind for continuously improving our systems and our stakeholders’ ability to leverage them. You will also act as a mentor to the team’s BAs as they grow their system knowledge. Specifically, this role is focused on wireline ticket handling, incident management, and defect prioritization. The core actions involve:

• Working closely with our wireline triage team to understand ticket trends, liaising with technical teams for defect identification and prioritizing them based on the business impact
• Acting as a subject matter expert on ticket escalations, managing stakeholders on both the submission and solution side to drive positive outcomes
• Supporting billing fallouts from a system standpoint, working with technical teams to determine root cause and solutions, and coordinating a cross-functional response to remediate as needed

Qualifications

What you bring

• WLN Systems SME: You are deeply familiar with SFDC and Odyssey and a strong knowledge of Netcracker and our various billing systems. You understand how these systems are related, can diagnose defects in them, and can work with their owners to drive meaningful impacts.
• Critical Thinker: You are comfortable managing a large variety of data sources across Business Units to help inform your defect prioritization.
• Influencer: You excel at building strong relationships and uniting cross-functional teams to drive alignment on small to large changes, to get projects on enablement roadmaps.
• Outcomes Focused: You can track results of your work through a standardized set of Customer First KPIs, and report on why there are positive / negative impacts on metrics.

Why come work with the Sales Order Reliability team on SMB Product:

• We passionately put our customers and communities first - We’re a team that is active in giving back to our community through TELUS Days of Giving involvement.
• We embrace change and innovate courageously - We’re a team that faces new challenges everyday and believes in leading the way through these opportunities with an optimistic and collaborative attitude.
• We grow together through spirited teamwork - Above all else, we’re a team that values inclusivity, ensuring that everyone on the team can confidently bring their whole self to work and highly encouraging TRG involvement to learn about other’s experiences.

#LI-REMOTE