Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

About the Role

The Support & User Experience Specialist serves as the critical bridge between technical development teams and end-users. This role manages the internal customer experience by translating complex technical requirements into user-friendly language and analyzing recurring system issues to drive process improvements.

A primary focus of this position is providing project oversight and functional support during the migration from legacy systems to SAP SuccessFactors. The specialist will identify, track, and monitor project-related issues, ensuring data integrity and providing high-level mediation between HR, Finance, and IT departments.

Key Responsibilities

1. Technical Intermediation & Project Support

• Act as the primary point of contact for different departments, translating technical conversations from developers into functional guides and "step-by-step" documentation for users.

• Collaborate with functional and technical staff to coordinate system upgrades, patches, or fixes.

• Provide project oversight from design through implementation, tracking scope changes and variances.

2. Ticket Management & Data Analysis

• Perform constant monitoring and triaging of application support tickets (e.g., ServiceNow, Workday, Salesforce).

• Apply analytical thinking to identify recurring problems and process flaws, recommending root-cause solutions or alternate methods to meet business requirements.

• Ensure data integrity by running queries and analyzing data patterns within ERP systems.

3. Migration & System Maintenance

• Actively support the transition and migration process to SAP SuccessFactors.

• Provide day-to-day support for all ERP-related technical systems and integrations.

• Maintain and support a variety of reports or queries utilizing appropriate reporting tools.

4. Training & Documentation

• Develop user procedures, guidelines, and documentation for tools such as Salesforce, Symphony, or Percipio.

• Train new system users and existing clients on new processes or system functionality.

• Guide users through tool configurations and credential management for TELUS International systems.

Requirements

Experience & Academics

• Customer Service: 2–3 years of experience in Customer Service with a strong focus on problem-solving.

• Education: University studies (Bachelor’s degree preferred) in Systems Engineering, Data Analysis, Computer Information Systems, or a related technical field.

• Technical Support: At least 6 months of working knowledge in ticket triaging, management, and workflows (ServiceNow, Workday, etc.).

Skills & Knowledge

• Languages: B2+ English level (Written and Verbal) with appropriate professional use of language.

• Technical Tools: Advanced proficiency in G Suite (specifically Google Sheets) and SharePoint.

• Analysis: Knowledge of business process analysis, UAT execution, and data modeling.

• Soft Skills: Exceptional empathy, mediation skills, and the ability to work without a formal priority table (self-managed).

Desirable (Plus)

• Experience with SAP SuccessFactors or Workday configuration/support.

• Familiarity with HR/Finance functional design and onboarding processes.

• Experience managing vendor relationships.

What’s in it for you:

• Private medical and life insurance from day one

• Budget for professional growth (certifications)

• Schedule flexibility.

• Extra bonus based on performance.