About the role

Business Analyst supporting TELUS Health’s pharmacy operations and Kroll systems across Canada. Troubleshooting pharmacy technology issues and delivering bilingual client support.

Responsibilities

Investigate and resolve day-to-day pharmacy operational inquiries from customers and internal Contact Center teams
Deliver high-quality solutions that meet SLAs with minimal rework
Troubleshoot software glitches, connectivity issues with provincial drug databases (DSQ), and e-prescribing tools
Document technical incidents and escalate critical issues through to resolution
Collaborate with internal and external stakeholders to ensure seamless issue resolution
Provide bilingual French/English support for Kroll Pharmacy Management System configurations, add-on modules, and pricing
Participate in client meetings as required and respond to customer questions and concerns
Build strong relationships across the organization
Stay current on product enhancements and legislative updates impacting pharmacies
Support effective change management and first-call resolution
Manage, document, and close tasks and projects in Salesforce, Google Docs, and other tools

1–3 years of experience working in a pharmacy environment and/or related field
Fully bilingual proficiency in French and English (both oral and written)
Strong proficiency in using and navigating Pharmacy Management Systems
Hands-on experience troubleshooting software issues and basic hardware/network troubleshooting
Demonstrated investigative and problem-solving skills
Solid understanding of pharmacy standards of practice, patient confidentiality regulations including Quebec's Bill 25, and prescription dispensing requirements
Excellent communication and relationship-building skills
Ability to work successfully under pressure and with minimal direction
Exceptional time management and organization skills with resilience, agility, and flexibility to adapt to change
Experience managing and documenting tasks in Salesforce, Google Docs, or similar platforms
Advanced knowledge of English is required for interactions with external and internal parties and English-only IT tools
Deep familiarity with at least one major Canadian PMS is a great-to-have
Prior experience linking a PMS with automated dispensing robots or electronic inventory reordering platforms is a great-to-have
Knowledge of TELUS Health products and solutions or healthcare technology sector experience is a great-to-have

Minimum 3 weeks of vacation
Flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
Generous company matched pension program
Share purchase program
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities
Competitive salary and bonus structures
Performance Bonus or Sales Incentive Plan: 10%