IT Service Management 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

Performance & Financial Management

Stakeholder Management

Preferred Qualifications

Core Competencies