Tech Stack

Description

You will serve as the critical bridge between technical development teams and end-users, managing internal customer experience by translating complex technical requirements into user-friendly language and analyzing recurring system issues to drive process improvements. A primary focus is providing project oversight and functional support during migration from legacy systems to SAP SuccessFactors, ensuring data integrity and mediating between HR, Finance, and IT departments.

Requirements

• 2-3 years of experience in Customer Service with strong focus on problem-solving
• University studies (Bachelor's degree preferred) in Systems Engineering, Data Analysis, Computer Information Systems, or related technical field
• At least 6 months of working knowledge in ticket triaging, management, and workflows
• B2+ English level (Written and Verbal) with appropriate professional use of language
• Advanced proficiency in G Suite (specifically Google Sheets) and SharePoint
• Knowledge of business process analysis, UAT execution, and data modeling
• Exceptional empathy, mediation skills, and ability to work without formal priority table

Responsibilities

• Act as primary point of contact for different departments, translating technical conversations from developers into functional guides and step-by-step documentation
• Collaborate with functional and technical staff to coordinate system upgrades, patches, or fixes
• Provide project oversight from design through implementation, tracking scope changes and variances
• Perform constant monitoring and triaging of application support tickets
• Apply analytical thinking to identify recurring problems and process flaws, recommending root-cause solutions
• Ensure data integrity by running queries and analyzing data patterns within ERP systems
• Actively support the transition and migration process to SAP SuccessFactors
• Provide day-to-day support for all ERP-related technical systems and integrations
• Maintain and support a variety of reports or queries utilizing appropriate reporting tools
• Develop user procedures, guidelines, and documentation for tools
• Train new system users and existing clients on new processes or system functionality
• Guide users through tool configurations and credential management for TELUS International systems