About the role

Systems Analyst II providing technical support for TELUS Health solutions in pension plan administration. Driving operational excellence and supporting client success in a remote work setting.

Responsibilities

Manage key day-to-day operational activities, including monitoring, reconciliation, and reporting, to ensure accurate client data, strong service delivery, and adherence to service level agreements.
Provide functional support to end-users, helping them confidently navigate and manage their pension plans through TELUS Health solutions.
Investigate and resolve client and system issues independently, escalating when appropriate.
Partner with internal teams to diagnose post-deployment issues, perform root cause analysis, and support continuous improvements to software and operational processes.
Track and manage requests through FLOW, CRM platforms, and employer portals, ensuring accurate documentation and timely resolution in line with service commitments.
Administer user access requests and removals while following established security and compliance procedures.
Contribute to software enhancements by documenting requirements, performing unit testing, and validating regression testing results to ensure successful releases.
Collaborate with implementation teams during client go-lives, helping ensure smooth launches, rapid issue resolution, and a positive client experience.

2+ years of experience in technical support, systems analysis, software testing, operations, or a related role.
Degree in Computer Science, Engineering, Mathematics, Information Technology, or a related field (or equivalent combination of technical training and experience).
Strong analytical and troubleshooting skills with the ability to perform root cause analysis.
Understanding of software testing concepts, including unit and regression testing.
Proficiency with Excel and the ability to work across multiple systems and applications.
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to clients and colleagues.
Self-motivated and organized, with the ability to manage priorities independently in a remote environment.
Experience supporting SaaS, pension, payroll, benefits, or HR technology solutions (great-to-have).
Experience with ticketing systems, CRM platforms, or client-facing support environments (great-to-have).
Familiarity with Microsoft Copilot or other AI-enabled productivity tools (great-to-have).
Experience participating in software implementations, client onboarding, or go-live support (great-to-have).

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 and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more …