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Support & User Experience Specialist

Temel Bilgiler

Ref Number

Req_00180711

Primary Location

GT - Guatemala - Torre Pradera

Country

Guatemala

Job Type

Digital Solutions

Work Style

Hybrid

Tanım ve Koşullar

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

About the Role

The Support & User Experience Specialist serves as the critical bridge between technical development teams and end-users. This role manages the internal customer experience by translating complex technical requirements into user-friendly language and analyzing recurring system issues to drive process improvements.

A primary focus of this position is providing project oversight and functional support during the migration from legacy systems to SAP SuccessFactors. The specialist will identify, track, and monitor project-related issues, ensuring data integrity and providing high-level mediation between HR, Finance, and IT departments.


Key Responsibilities

1. Technical Intermediation & Project Support

  • Act as the primary point of contact for different departments, translating technical conversations from developers into functional guides and "step-by-step" documentation for users.

  • 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.

2. Ticket Management & Data Analysis

  • Perform constant monitoring and triaging of application support tickets (e.g., ServiceNow, Workday, Salesforce).

  • Apply analytical thinking to identify recurring problems and process flaws, recommending root-cause solutions or alternate methods to meet business requirements.

  • Ensure data integrity by running queries and analyzing data patterns within ERP systems.

3. Migration & System Maintenance

  • 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.

4. Training & Documentation

  • Develop user procedures, guidelines, and documentation for tools such as Salesforce, Symphony, or Percipio.

  • 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.



Requirements

Experience & Academics

  • Customer Service: 2–3 years of experience in Customer Service with a strong focus on problem-solving.

  • Education: University studies (Bachelor’s degree preferred) in Systems Engineering, Data Analysis, Computer Information Systems, or a related technical field.

  • Technical Support: At least 6 months of working knowledge in ticket triaging, management, and workflows (ServiceNow, Workday, etc.).

Skills & Knowledge

  • Languages: B2+ English level (Written and Verbal) with appropriate professional use of language.

  • Technical Tools: Advanced proficiency in G Suite (specifically Google Sheets) and SharePoint.

  • Analysis: Knowledge of business process analysis, UAT execution, and data modeling.

  • Soft Skills: Exceptional empathy, mediation skills, and the ability to work without a formal priority table (self-managed).

Desirable (Plus)

  • Experience with SAP SuccessFactors or Workday configuration/support.

  • Familiarity with HR/Finance functional design and onboarding processes.

  • Experience managing vendor relationships.


What’s in it for you:


  • Private medical and life insurance from day one 

  • Budget for professional growth (certifications)

  • Schedule flexibility.

  • Extra bonus based on performance.

Additional Job Description

The Support & User Experience Specialist serves as the critical bridge between technical development teams and end-users. This role manages the internal customer experience by translating complex technical requirements into user-friendly language and analyzing recurring system issues to drive process improvements.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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