Business Analyst II - Senior Pharmacy Operations

Intello Technologies Inc.; Calgary; Hybrid; CAD 57,000 - 105,000; Full time

Benefits offered by this job

Comprehensive benefits package

3 weeks vacation + flexible benefits

Hybrid/remote work options

Pension and share purchase programs

Job summary

TELUS Health’s Pharmacy Customer Support team is transforming Canadian pharmacy operations through technology and exceptional service. As a Business Analyst II, you will investigate complex operational challenges, deliver high-quality solutions that meet SLAs, and build lasting partnerships with pharmacy clients and internal teams.

You will provide bilingual (French/English) support for Kroll Pharmacy Management System configurations and pricing across provinces, collaborate with stakeholders,

Qualifications

• 1–3 years of experience in a pharmacy environment or related field.
• Fully bilingual proficiency in French and English (both oral and written).
• Strong proficiency with Pharmacy Management Systems; hands-on troubleshooting of software issues and basic hardware/network problems.
• Understanding of pharmacy standards of practice and patient confidentiality regulations (including Bill 25).
• Excellent communication and relationship-building skills for collaboration with internal teams and external pharmacy clients.

Responsibilities

• Investigate and resolve day-to-day pharmacy operational inquiries while meeting SLAs.
• Troubleshoot software glitches, DSQ connectivity, and e-prescribing tool issues; document incidents and escalate when needed.
• Collaborate with internal and external stakeholders to deliver seamless issue resolution and strong customer experiences.
• Provide bilingual (French/English) support for Kroll PMS configurations, add-on modules, and pricing across provinces.
• Attend client meetings as needed and build cross-functional relationships.
• Stay updated on product enhancements and regulatory changes affecting pharmacies to support first-call resolution.
• Manage and document tasks in Salesforce, Google Docs, and other tools with accuracy.

Skills

Bilingual French/English

Pharmacy PMS

Troubleshooting software issues

Hardware/Network troubleshooting

Problem-solving

Communication & relationship-building

Tools

Salesforce

Google Docs

Job description

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Business Analyst II - Senior Pharmacy Operations

Location: Calgary, AB, CA, T2P 0W4 Moncton, NB, CA Halifax, NS, CA Vancouver, BC, CA St. John’s, NL, CA Winnipeg, MB, CA Québec, QC, CA Toronto, ON, CA Montréal, QC, CA Ottawa, ON, CA Edmonton, AB, CA

Jobs by Category: Health

Job Function: Health Solutions

Status: Full Time

Schedule: Regular

Description

Our team and what we'll accomplish together

Our Payor and Provider Solutions team at TELUS Health is transforming pharmacy operations across Canada through innovative technology and exceptional customer support. As a Business Analyst II on our Pharmacy Customer Support team, you'll be the trusted expert helping pharmacy clients maximize the value of their Kroll Pharmacy Management System (PMS). You'll investigate complex operational challenges, deliver high-quality solutions that meet strict SLAs, and build lasting partnerships with both internal teams and pharmacy clients, all while ensuring they receive the best-in-class support experience.

What you'll do

• Investigate and resolve day-to-day pharmacy operational inquiries from customers and internal Contact Center teams, delivering high-quality solutions that meet SLAs with minimal rework
• Troubleshoot software glitches, connectivity issues with provincial drug databases (DSQ), and e-prescribing tools, documenting technical incidents and escalating critical issues through to resolution
• Collaborate with key internal and external stakeholders to ensure seamless issue resolution and deliver exceptional customer experiences through problem-solving and responsive communication
• Provide bilingual (French/English) support for Kroll Pharmacy Management System configurations, add‑on modules, and pricing to support pharmacy business operations across all provinces
• Participate in client meetings as required, remaining responsive to customer questions and concerns while building strong relationships across the organization
• Stay current on product enhancements and legislative updates impacting pharmacies to support effective change management and first-call resolution
• Manage, document, and close tasks and projects in Salesforce, Google Docs, and other tools while maintaining accuracy and professionalism

Qualifications

What you bring

1–3 years of experience working in a pharmacy environment and/or related field

• Fully bilingual proficiency in French and English (both oral and written) to handle support requests across multiple provinces

Strong proficiency in using and navigating Pharmacy Management Systems, with hands‑on experience troubleshooting software issues and basic hardware/network troubleshooting

Demonstrated investigative and problem‑solving skills with the ability to deliver high-quality work that meets SLAs with minimal rework

Solid understanding of pharmacy standards of practice, patient confidentiality regulations (including Quebec’s Bill 25), and prescription dispensing requirements

Excellent communication and relationship‑building skills with the ability to collaborate effectively with internal teams and external pharmacy clients

Highly motivated, creative, and self‑sufficient with the ability to work successfully under pressure and with minimal direction

Exceptional time management and organization skills with resilience, agility, and flexibility to adapt to change

Experience managing and documenting tasks in business tools (Salesforce, Google Docs, or similar platforms)

Great‑to‑haves

Deep familiarity with at least one major Canadian PMS (e.g., Kroll, Assyst‑Rx, Ubik)

Prior experience linking a PMS with automated dispensing robots (like BD Pyxis or Synmed) or electronic inventory reordering platforms

Knowledge of TELUS Health products and solutions or experience in the healthcare technology sector

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

Salary Range: $57,000-$105,000

Performance Bonus or Sales Incentive Plan: 10%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunitiestodevelop your skills
• And much more …

Job Type: This is for a current vacancy

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.

You’ll find our engaging, high‑performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

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.

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.

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

140 million+
Health claims processed using TELUS Health solutions

Accessibility

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.