T
Telus Digitalvia Ashby
Support & User Experience Specialist
REMOTEPosted 1mo ago
OtherMid LevelFull-time#remote
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About the Role
WHO WE ARE
Welcome to TELUS Digital https://www.telusdigital.com/— where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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.
Welcome to TELUS Digital https://www.telusdigital.com/— where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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.
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