Job Title : Senior Business Analyst
Company : TELUS Digital
Location : Noida, India (Hybrid Work Model)
Job Type : Full-Time
Work Timings : Canadian Business Hours (5 : 00 PM – 3 : 00 AM IST, flexible)
About TELUS Digital
At TELUS Digital, we are transforming the way Canadians connect, work, and live. As the digital innovation arm of TELUS, a world-leading communications and technology company, we’re building cutting-edge solutions that improve the lives of our customers, team members, and communities. With a strong focus on design thinking, agile development, and data-driven decision-making, our team thrives in a fast-paced, collaborative environment that values creativity, inclusivity, and innovation.
Position Overview :
We are seeking a Senior Business Analyst to lead and optimize ITIL-based service management processes and service transition initiatives. This senior-level role requires a blend of technical expertise, strategic insight, and leadership ability to drive operational excellence, enable digital transformation, and elevate the customer experience. The candidate must be open to working Canadian business hours to ensure close collaboration with global teams and stakeholders.
Key Responsibilities
Process Management
Define and document ITIL processes (Level 3 & 4)
Develop use cases for ITIL process implementation
Optimize interlocks across service management functions
Configure and implement ITSM tools (primarily ServiceNow)
Design customer-specific ITIL operational solutions
Establish and maintain Operational Level Agreements (OLAs)
Integration & Transition Management
Lead business requirement gathering and analysis sessions
Drive end-to-end service transition strategy and execution
Develop operational readiness and risk mitigation plans
Ensure integration of customer operational solutions with existing ITIL frameworks
Create customer-specific service transition plans
Performance & Financial Management
Develop and maintain service cost models
Define and monitor performance KPIs
Support financial planning and budgeting (EASE)
Analyze service performance using business intelligence tools
Stakeholder Management
Facilitate cross-functional initiatives and alignment
Lead customer workshops for ITIL process adoption
Coordinate with external customers to ensure effective service delivery
Manage change and communications programs
Provide regular updates on service performance and continuous improvements
Preferred Qualifications
Experience in the telecommunications industry
ITIL Intermediate V3 or ITIL V4 Specialist certification (or equivalent experience)
Knowledge of financial tools and models (e.g., EASE, Budgeting)
Exposure to AI / ML implementation within business processes
Core Competencies
Strategic Thinking and Planning
Problem Solving and Analytical Skills
Cross-Functional Team Leadership
Technical Architecture Design
Process Optimization
Stakeholder Engagement and Communication
Change Management Expertise
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