Business Consultant- Service Delivery

Intello Technologies Inc.; Toronto; Hybrid; CAD 86,000 - 136,000; Full time

Job summary

TELUS is modernizing how we manage complex service delivery through ServiceNow and NSI roadmaps. We seek a Business Consultant to lead end-to-end delivery for a high-profile public sector LCD, driving requirements, design, and rollout readiness for a custom Service Portal.

Build bridges across business, operations, and technical teams to align on contract milestones and secure governance. You will guide workflows, define Epics and User Stories, and ensure security, data sovereignty, and change

Qualifications

• 5+ years in project delivery, business analysis, or process improvement.
• Expert-level planning, organizational, and stakeholder management.
• Experience in public sector or regulated client delivery.
• Hands-on ServiceNow experience and modern service portal concepts.
• Proficiency in Agile tools and delivery frameworks (Agile, Waterfall).
• Strong stakeholder management, workshop facilitation, and problem-solving.
• Ability to translate complex requirements into Epics and User Stories.
• Excellent written and verbal communication across all levels.

Responsibilities

• Support E2E project execution for the Service Portal stream.
• Clarify scope, refine roadmap priorities, and align milestones against contracts.
• Translate complex contractual mandates into Epics, User Stories, and acceptance criteria.
• Design future-state processes and ensure operational readiness for ServiceNow portal.
• Collaborate with Security, Privacy, and Architecture for compliance.
• Lead cross-functional workshops to demonstrate future-state workflows.
• Track deliverables and risks; maintain governance updates for leadership.

Skills

Project delivery

Business analysis

Stakeholder mgmt

Public sector delivery

ServiceNow

Agile methods

Workshop facilitation

Communication

Epics & user stories

Tools

ServiceNow

Google Suite

Microsoft Office

Job description

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Jobs by Category: Operations

Job Function: Planning and Analysis

Status: Full Time

Schedule: Regular

Description

TELUS is modernizing how we manage complex service delivery through our ServiceNow and New Service Introduction (NSI) roadmap. We are seeking an experienced Business Consultant to lead end-to-end (E2E) delivery for a high-profile Large Complex Deal (LCD) public sector customer—specifically driving process alignment, requirement definition, and rollout readiness for a custom Service Portal. We need a Business Consultant who can bridge business, operational, and technical teams, translate complex contractual requirements into actionable solutions, and navigate a high-stakes public sector environment.

Our Team and What We'll Accomplish Together

Our team owns the strategy and execution of ServiceNow and NSI roadmap initiatives across the organization. In this role, you will focus on our major public sector portfolio, serving as a key business analysis lead within the Portal Delivery Stream. You will work directly with business owners, CIO/systems teams, operational SMEs, and key client stakeholders to help redesign workflows and support the delivery of a secure portal tailored to customer standards. You will help drive alignment on the portal vision, guide cross-functional workgroups through operational change, and support seamless service management for one of our largest enterprise accounts.

What You'll Do

Drive Business Analysis & Project Delivery Support — Support E2E project execution for the Service Portal stream; help clarify scope, refine roadmap priorities, and align stakeholder expectations against contract milestones and competing operational needs.

Translate Complex Public Sector Requirements — Partner with product and technical leads to break down complex contractual mandates (such as RBAC user management, bilingual functionality, 24/7 web access, and SLA/reporting deliverables) into quality Epics, User Stories, and clear acceptance criteria and interacting with development teams daily.

Design Future-State Processes & Operational Readiness — Analyze current workflows and help guide operational teams to adapt their processes to fit the ServiceNow and custom portal future state.

Align with Security & Governance Frameworks — Collaborate with Security, Privacy, and Architecture teams to ensure solution designs meet high-security compliance, data sovereignty/residency requirements, and formal project gating methodologies.

Facilitate Change Adoption & Working Sessions — Lead workshops across cross-functional streams (Product, Systems, Operational Readiness) to demonstrate future-state workflows, clarify change impacts, and secure cross-team alignment.

Track Deliverables & Risks — Help monitor deliverable acceptance criteria, track project risks, maintain risk/issue logs for program governance, and contribute to leadership status updates.

Qualifications

Must-Haves:

5+ years of experience in project delivery, business analysis, or process improvement (with demonstrated success leading complex transformational initiatives)

Expert-level planning, organizational, and stakeholder management skills; ability to navigate ambiguity and fast-moving environments

Strong understanding of public sector or highly regulated client delivery, including experience navigating formal contract deliverables, security/privacy requirements, and multi-stakeholder governance.

Hands-on experience with ServiceNow and modern service portal concepts, along with proficiency in Agile tools and delivery frameworks (Agile, Waterfall).

Strong stakeholder management, workshop facilitation, and problem-solving skills; ability to build trust and find pragmatic solutions when manual workarounds or trade-offs are required.

Ability to translate complex client and charter requirements into crisp Epics, User Stories, and quantifiable benefit measurements.

Exceptional written and verbal communication skills across all organizational levels.

Nice-to-Haves:

ServiceNow Business Process Analyst certification or similar

Certifications in ITIL, Agile, or Lean Six Sigma

Business Analysis certification

Familiarity with Google Suite and Microsoft applications for collaboration

Why This Matters

You will play a critical role in helping TELUS fulfill major commitments to a strategic public sector client on a high-visibility program. This role gives you the opportunity to shape key portal processes, collaborate with cross-functional leadership, and ensure operational readiness in a complex customer environment.

Salary Range: $86,000-$136,000

Performance Bonus or Sales Incentive Plan: 15%

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
• 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 future opportunities

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.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team memberwill 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.

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

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.