Issue Resolution Specialist, Client Incident Management

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As 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 are seeking an Issue Resolution Specialist to coordinate and facilitate non-production issue resolution during client implementations. This role ensures smooth system readiness by monitoring, triaging, and routing technical issues to the right teams, minimizing delays and disruptions. Collaboration with internal teams, external vendors, and stakeholders is essential for driving resolution and improving implementation workflows.
As an Issue Resolution Specialist, you will play a crucial role in ensuring smooth client implementations by driving efficient issue resolution, fostering collaboration, and improving system readiness.

Key Responsibilities

Issue Management & Coordination

• Monitor, triage, and route non-production issues during client implementations.
• Track issue progress, escalate unresolved items, and ensure timely resolution.
• Act as a liaison between DevSecOps, Application Support, Implementation teams, and vendors.

Stakeholder Communication & Vendor Coordination

• Serve as a point of contact for vendors, ensuring priority issues are addressed efficiently.
• Manage and escalate system access issues to prevent project disruptions.
• Provide concise updates to project teams, vendors, and clients.
• Maintain documentation of issue status and trends to support improvements.

Process Optimization & Continuous Improvement

• Identify and address recurring implementation challenges.
• Work cross-functionally to streamline issue resolution processes.
• Enhance workflows to improve efficiency and reduce escalations.

Qualifications

Required:

• 3+ years in issue resolution, implementation support, or IT service coordination.
• Strong problem-solving, organizational, and communication skills.
• Experience with issue tracking tools (ServiceNow, CW, ADO, etc.).
• Ability to manage multiple priorities in a fast-paced environment.

Preferred:

• Experience in healthcare technology, pension, or benefits administration.
• Familiarity with implementation project methodologies.
• Bachelor's degree in Business, Information Systems, or equivalent experience.

A bit about us

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. 

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. 

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS.  Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.