Support & User Experience Specialist

**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.