Business Analyst supporting agile software development at CIEE, a nonprofit study abroad and intercultural exchange organization. Translating business needs into requirements, dashboards, testing, and process improvements.
About the role
- Business Analyst supporting TELUS Health pharmacy operations and Kroll systems across Canada. Troubleshooting pharmacy technology issues and delivering bilingual customer 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 resolve issues and deliver exceptional customer experiences
- 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
- Stay current on product enhancements and legislative updates affecting pharmacies
- Support change management and first-call resolution
- Manage, document, and close tasks and projects in Salesforce, Google Docs, and other tools
Requirements
- 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 issues
- 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
- Experience managing and documenting tasks in Salesforce, Google Docs, or similar platforms
- Deep familiarity with at least one major Canadian PMS, such as Kroll, Assyst-Rx, or Ubik
- Prior experience linking a PMS with automated dispensing robots, such as BD Pyxis or Synmed, or electronic inventory reordering platforms
- Knowledge of TELUS Health products and solutions or experience in the healthcare technology sector
- Advanced knowledge of English required for regular interaction with external and internal parties and use of English IT tools
Benefits
- Comprehensive total rewards package
- Competitive salary and bonus structures
- 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 and share purchase programs
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities
- Accommodation for applicants with disabilities during the recruitment process
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