Issue Resolution Specialist, Client Incident Management

LifeWorks; Montreal, Saskatoon, Calgary, Halifax; On-site; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking an Issue Resolution Specialist to enhance client implementations through effective issue management and coordination. This role is pivotal in ensuring system readiness by monitoring and triaging technical issues, while collaborating with internal teams and external vendors. The ideal candidate will possess strong problem-solving and organizational skills, with experience in issue tracking tools. Join a purpose-driven team that values innovation and strives to make a positive impact on health and well-being through technology solutions.

Qualifications

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

Responsibilities

• Monitor and route non-production issues during client implementations.
• Serve as a point of contact for vendors and project teams.

Skills

Problem-solving

Organizational skills

Communication skills

Issue tracking tools (ServiceNow, CW, ADO)

Education

Bachelor's degree in Business

Bachelor's degree in Information Systems

Tools

ServiceNow

CW

ADO

Job description

Issue Resolution Specialist, Client Incident Management page is loaded

Issue Resolution Specialist, Client Incident Management

Apply locations: Montreal, Quebec, Canada; Saskatoon, Saskatchewan, Canada; Calgary, Alberta, Canada; Halifax, Nova Scotia, Canada

Time type: Full time

Posted on: Posted 3 Days Ago

Job requisition id: R-19026

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we leverage leading-edge technology and focus on the uniqueness of each individual to create the future of health. As a global leader in health and well-being, encompassing physical, mental, and financial health, TELUS Health is improving 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 system readiness by monitoring, triaging, and routing technical issues to appropriate teams, minimizing delays and disruptions. Collaboration with internal teams, external vendors, and stakeholders is essential for driving resolution and enhancing workflows.

Key Responsibilities

1. 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.

1. 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.

1. 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.

About Us

We’re a people-focused, customer-first, purpose-driven team committed to innovation and positive impact. We improve lives through technology solutions and foster a culture of innovation that empowers our team to solve complex problems and create meaningful human outcomes in a digital world.

TELUS promotes an inclusive culture that embraces diversity. We are committed to fair employment practices, and all qualified applicants will be considered. We offer accommodations for applicants with disabilities during the recruitment process.

In accordance with the TELUS Health Solutions Data Center Security Policy, employment requires personnel security screening through the Government of Canada for roles with access to data centers or sensitive technology.

The health and safety of our team, customers, and communities is paramount. We require all employees working at TELUS Health Care Centres to be fully vaccinated against COVID-19.

Note for Quebec candidates: If English knowledge is required, it is because the team member will interact in English with internal/external parties or use English applications/software.

By applying, you agree that your information will be shared with TELUS Group of Companies’ Talent Acquisition team(s) and relevant leaders involved in the selection process.