Senior Business Analyst

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