Business Consultant- Service Delivery

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.

Ready to Apply?

If this sounds like your next move, we'd like to hear from you.