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About the Role
TELUS Health is expanding its Benefits Implementation team and seeking an analytical, solutions-oriented Design Specialist II to serve as a critical B2B bridge for their SaaS benefits administration platform. This role acts as a trusted operational partner to client administrators, troubleshooting complex benefit issues, diagnosing root causes, and driving solutions to ensure business continuity.
Responsibilities
- Serve as the operational anchor for a dedicated SaaS client.
- Resolve inquiries and technical cases efficiently via ticketing systems.
- Diagnose complex benefits data, eligibility rules, and configuration issues.
- Provide actionable written solutions to ensure continuous, flawless platform operations.
- Partner with Configuration, EDI, and Shared Services to resolve escalations.
- Translate complex business needs into clear requirements for developers.
- Analyze operational trends to boost platform efficiency and streamline workflows.
- Create comprehensive documentation to upskill internal teams and clients.
- Prioritize competing demands to consistently meet strict response timelines.
- Maintain meticulous case records with rigorous attention to detail.
Requirements
- Bachelor’s degree in IT, Business, or a related field, OR equivalent practical industry work experience.
- Experience in Health & Wellness Benefits administration or payroll systems is strongly preferred.
- Strong ability to investigate system data, spot discrepancies, and troubleshoot issues independently.
- Strong written and interpersonal skills to deliver clear, professional, and actionable solutions to client administrators.
- Experience or comfort working within B2B SaaS environments, case management systems, or tools like Azure DevOps (ADO).
- Proactive self-starter who leverages available documentation and resources to solve problems before seeking escalation.
- Exceptional precision when reviewing data inputs, system business rules, and complex life event validations.
- Ability to act as an effective service bridge between non-technical client teams and internal technical specialists (EDI, Configuration).
- Strong organizational skills to manage competing priorities, track multiple issues, and meet service commitments.
Skills
- Technical Troubleshooting
- Data Audits
- Root-Cause Resolution
- Cross-Functional Collaboration
- Process Optimization
- Knowledge Management
- SLA Compliance
- Operational Excellence
- Client-First Communication
- SaaS/Ticketing Familiarity
- Self-Motivated Execution
- Rigorous Attention to Detail
- Collaborative Spirit
- Adaptable Time Management
Location
- Canada (Remote)
Work Type
- Permanent full-time
- Remote
Education Level
- Bachelor's degree in IT, Business, or a related field
- Equivalent practical industry work experience
Salary/Compensations
- $68,000 - $75,000 CAD
Benefits
- Comprehensive total rewards package highlighting competitive salary and paid time off
- Flexible benefits plan to meet the needs of you and your family
- Generous company matched pension
- Flexible ways of working with the option to work remotely, in-office, or in a hybrid environment
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities
About the Company
- TELUS Health is empowering every person to live their healthiest life.
- Leveraging leading edge technology and focusing on the uniqueness of each individual to create the future of health.
- 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.
- 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.
Equal Opportunity
- 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.