Senior Business Analyst

Job Title: Senior Business AnalystCompany: TELUS DigitalLocation: Noida, India (Hybrid Work Model)Job Type: Full-TimeWork Timings: Canadian Business Hours (5:00 PM – 3:00 AM IST, flexible)About TELUS DigitalAt TELUS Digital, we are transforming the way Canadians connect, work, and live. As the digital innovation arm of TELUS, a world-leading communications and technology company, we’re building cutting-edge solutions that improve the lives of our customers, team members, and communities. With a strong focus on design thinking, agile development, and data-driven decision-making, our team thrives in a fast-paced, collaborative environment that values creativity, inclusivity, and innovation.Position Overview:We are seeking a Senior Business Analyst to lead and optimize ITIL-based service management processes and service transition initiatives. This senior-level role requires a blend of technical expertise, strategic insight, and leadership ability to drive operational excellence, enable digital transformation, and elevate the customer experience. The candidate must be open to working Canadian business hours to ensure close collaboration with global teams and stakeholders.Key ResponsibilitiesProcess ManagementDefine and document ITIL processes (Level 3 & 4)Develop use cases for ITIL process implementationOptimize interlocks across service management functionsConfigure and implement ITSM tools (primarily ServiceNow)Design customer-specific ITIL operational solutionsEstablish and maintain Operational Level Agreements (OLAs)Integration & Transition ManagementLead business requirement gathering and analysis sessionsDrive end-to-end service transition strategy and executionDevelop operational readiness and risk mitigation plansEnsure integration of customer operational solutions with existing ITIL frameworksCreate customer-specific service transition plansPerformance & Financial ManagementDevelop and maintain service cost modelsDefine and monitor performance KPIsSupport financial planning and budgeting (EASE)Analyze service performance using business intelligence toolsStakeholder ManagementFacilitate cross-functional initiatives and alignmentLead customer workshops for ITIL process adoptionCoordinate with external customers to ensure effective service deliveryManage change and communications programsProvide regular updates on service performance and continuous improvementsPreferred QualificationsExperience in the telecommunications industryITIL Intermediate V3 or ITIL V4 Specialist certification (or equivalent experience)Knowledge of financial tools and models (e.g., EASE, Budgeting)Exposure to AI/ML implementation within business processesCore CompetenciesStrategic Thinking and PlanningProblem Solving and Analytical SkillsCross-Functional Team LeadershipTechnical Architecture DesignProcess OptimizationStakeholder Engagement and CommunicationChange Management Expertise