Senior Benefits Support Analyst

TELUS Health; Toronto; On-site; CAD 44,500 - 89,000; Full time

Job summary

You will own investigations from start to finish, manage multiple priorities under SLA pressure, and help uplift junior teammates through mentoring and knowledge sharing in a fast-paced environment.

Qualifications

• 3+ years of benefits administration or SaaS support experience.
• Exceptional analytical and troubleshooting skills.
• Self-directed and proactive — own investigations from start to finish.
• Ability to manage pressure and competing priorities under SLA.
• Excellent written and verbal communication skills.
• Strong teamwork and multitasking skills.

Responsibilities

• Investigate and resolve client inquiries via phone, email, or ticketing system with the ability to handle sensitive escalated matters.
• Analyze complex client issues — research root causes, test hypotheses, and identify effective solutions under SLA pressure.
• Troubleshoot with confidence — diagnose problems, understand client context, provide expert guidance.
• Respond with SLA discipline — meet deadlines and manage escalations in a time-sensitive manner.
• Partner with clients as their voice — liaison between client and internal teams.
• Support system transitions — assist with platform updates and configuration changes.
• Build institutional knowledge — document lessons learned and share knowledge with the team.
• Share your expertise — mentor junior team members and grow into a senior analyst role.
• Drive process improvements — identify inefficiencies and streamline client experiences.
• Occasional after-hours support — perform tests outside regular hours.

Skills

Benefits administration

Troubleshooting

Analytical thinking

Communication skills

Time management

Teamwork

MS Office

Education

Post-secondary education in business, health administration, IT

Tools

SQL scripts

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.

Join our team and what we'll accomplish together

The TELUS Health Benefits Administration & Operations SaaS Support team empowers clients by solving their day-to-day platform and portal challenges. We're the trusted troubleshooting experts who ensure our clients' teams can effectively use the benefits tools and platforms they've purchased from us.

Our strength lies in deep benefits domain knowledge, analytical problem-solving, and strategic client partnership. We don't implement new systems—we maximize the value clients get from their existing platforms through expert troubleshooting, proactive support, and knowledge sharing.

Join our high-performing support team where your analytical mindset, troubleshooting expertise, and ability to work under pressure will directly solve client problems and drive client satisfaction. Be part of a dynamic environment where you'll own client challenges from investigation through resolution, earning trust and delivering impact every single day.

What makes this role different from our Configuration team: Our Configuration team builds and implements new benefits systems for clients. Your SaaS Support team focuses on supporting clients who already own and operate their benefits platforms. You'll be the expert troubleshooter who helps them solve day-to-day technical and administrative challenges, optimize their use of the platform, and share best practices. It's support-driven, not implementation-driven.

What You'll Do

• Investigate and resolve client inquiries — Take ownership of client issues via phone, email, or ticketing system with the ability to handle sensitive escalated matters
• Analyze complex client issues — Research root causes, test hypotheses, and identify the most effective solutions under SLA pressure
• Troubleshoot with confidence — Diagnose problems systematically, understand the client's business context, and provide expert guidance
• Respond with SLA discipline — Meet client deadlines and service level agreements by prioritizing tasks appropriately, managing escalations in a time-sensitive manner, and ensuring quality control
• Partner with clients as their voice — Act as the liaison between the client and our internal support, configuration, and implementation teams—ensure client needs are understood and addressed
• Support system transitions — Assist clients during platform updates and configuration changes, troubleshoot adoption challenges, and ensure smooth transitions
• Build institutional knowledge — Document lessons learned, create Q&A resources, and share knowledge with the team to strengthen our collective expertise
• Share your expertise — Support junior team members as you grow into a senior analyst role, mentoring through example and collaborative problem-solving
• Drive process improvements — Recognize business process inefficiencies and recommend improvements to streamline client expériences
• Occasional after-hours support — Perform business systems testing outside regular business hours as needed

Must-haves:

• 3+ years of benefits administration, client support, or SaaS support experience — You have deep, hands-on knowledge of benefits operations, client administration challenges, or similar support environments
• Exceptional analytical and troubleshooting skills — You diagnose complex issues systematically, think through root causes, and identify effective solutions even under pressure
• Self-directed and proactive — You own investigations from start to finish, anticipate client needs, take initiative without constant supervision, and drive resolution with follow-through
• Ability to manage pressure and competing priorities — You handle multiple urgent, competing priorities simultaneously, maintain composure and quality under SLA-driven pressure, and bring urgency and focus to your work
• Excellent written and verbal communication skills — You explain complex technical issues clearly to both technical and non-technical audiences, document thoroughly, and build strong client relationships
• Strong teamwork and collaboration — You build effective relationships with clients and internal teams, embrace flexibility, and contribute to a supportive team environment
• Strong organizational and multitasking skills — You prioritize conflicting demands without supervision, manage multiple urgent issues concurrently, and maintain attention to detail
• Proficiency with current technology tools — You're comfortable learning new tools quickly and have solid working knowledge of Microsoft Office (Word, Excel, etc.)
• Post-secondary education in business, health administration, IT, or equivalent professional experience — Equivalent hands‑on experience considered

Nice-to-have:

• SaaS support experience
• Experience with Microsoft SQL scripts or other database query languages
• Knowledge of healthcare benefits regulations or compliance requirements
• Experience with benefits administration software platforms

Salary & Total Rewards

Salary Range: $44,500 – $89,000 CAD Annual

Actual total compensation will be determined based on factors such as knowledge, skills, performance, and 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.

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.