Issue Resolution Specialist, Client Incident Management

LifeWorks; Montreal; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an Issue Resolution Specialist to enhance client implementations through effective issue management and collaboration. This role is pivotal in ensuring smooth system readiness by monitoring and resolving technical issues, while also fostering communication between internal teams and external vendors. Join a purpose-driven team that values innovation and diversity, where your contributions will directly impact the quality of health and well-being solutions provided to clients. If you are passionate about problem-solving and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

• 3+ years in issue resolution or IT service coordination.
• Strong problem-solving and organizational skills required.

Responsibilities

• Monitor and triage non-production issues during client implementations.
• Act as a liaison between teams and vendors for issue resolution.

Skills

Problem-solving

Organizational skills

Communication skills

Issue resolution

Time management

Education

Bachelor's degree in Business

Equivalent experience

Tools

ServiceNow

CW

ADO

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

We are seeking an Issue Resolution Specialist to coordinate and facilitate non-production issue resolution during client implementations. This role ensures smooth system readiness by monitoring, triaging, and routing technical issues to the right teams, minimizing delays and disruptions. Collaboration with internal teams, external vendors, and stakeholders is essential for driving resolution and improving implementation workflows.

As an Issue Resolution Specialist, you will play a crucial role in ensuring smooth client implementations by driving efficient issue resolution, fostering collaboration, and improving system readiness.

Key Responsibilities

Issue Management & Coordination

• Monitor, triage, and route non-production issues during client implementations.
• Track issue progress, escalate unresolved items, and ensure timely resolution.
• Act as a liaison between DevSecOps, Application Support, Implementation teams, and vendors.

Stakeholder Communication & Vendor Coordination

• Serve as a point of contact for vendors, ensuring priority issues are addressed efficiently.
• Manage and escalate system access issues to prevent project disruptions.
• Provide concise updates to project teams, vendors, and clients.
• Maintain documentation of issue status and trends to support improvements.

Process Optimization & Continuous Improvement

• Identify and address recurring implementation challenges.
• Work cross-functionally to streamline issue resolution processes.
• Enhance workflows to improve efficiency and reduce escalations.

Qualifications

Required:

• 3+ years in issue resolution, implementation support, or IT service coordination.
• Strong problem-solving, organizational, and communication skills.
• Experience with issue tracking tools (ServiceNow, CW, ADO, etc.).
• Ability to manage multiple priorities in a fast-paced environment.

Preferred:

• Experience in healthcare technology, pension, or benefits administration.
• Familiarity with implementation project methodologies.
• Bachelor's degree in Business, Information Systems, or equivalent experience.

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.

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.