Join our team
Ready to create innovative solutions and build a practice from the ground up?
We are investing in a new Problem Management team focused on fact-based, data-driven, process, technology and customer experience evolution. We are looking for you to lead the Solution Delivery & Support (SDS) Problem Management Practice that will reduce costs and drive the best customer experience through prevention of incidents.Here's how
The Problem Management Practice Lead is accountable for designing process, on-going governance, tracking, reporting and improvement of the Problem Management Practice, as well as supporting interlock between other ITSM practices and stakeholder groups across TELUS Business Solutions.
You will support the SDS Operations teams, through coordination of the Problem Management life cycle. This includes collaborating with Problem Management data primes and business analysts to identify trends, opportunities and root causes of incidents. You will be leading stakeholder teams in designing and implementing improvements. Key activities include:
•Setting up Problem Management Practice structure and governance. Managing the Practice from a strategic and tactical perspective. Qualifications:You're the missing piece of the puzzle
•Identifying, recording, diagnosing and prioritizing Problems. Identifying underlying causes of incidents and preventing recurrences.
•Coordinating with stakeholders to develop and implement solutions to drive down incidents
•Self-starter who is able to take ownership, thrive in an independent environment and drive teams through change
•Good understanding of Problem Management ITIL concepts and how to apply them to real life business scenarios
•Ability to influence others in presenting ideas and concepts; excellent written and communication skills with the ability to present information at all levels of the organization
•Proficiency in Visio, Word, PowerPoint and G-Suite equivalents
•Facilitation and relationship building skills with an ability to leverage professional networks across TBS Great-to-haves
•ITIL Expert certification (preferred)
•Experience working in ServiceNow
•Hands-on experience in detailed documentation of Problem Management processes
•Experience in analyzing and recommending ITSM strategies based on desired business outcomes and priorities.
•Strong understanding of TBS systems/tools, products and services, organizational delivery capabilities, and end-to-end processes Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you
create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Management and Executive