Business Analyst II - Pharmacy Operations

Job summary

The Business Analyst will investigate and resolve pharmacy operational inquiries while troubleshooting software and connectivity issues for the Kroll Pharmacy Management System. They will collaborate with internal and external stakeholders to ensure high-quality support and maintain accurate documentation in tools like Salesforce.

Job details

Description Our team and what we'll accomplish together Our Payor and Provider Solutions team at TELUS Health is transforming pharmacy operations across Canada through innovative technology and exceptional customer support. As a Business Analyst II on our Pharmacy Customer Support team, you'll be the trusted expert helping pharmacy clients maximize the value of their Kroll Pharmacy Management System (PMS). You'll investigate complex operational challenges, deliver high-quality solutions that meet strict SLAs, and build lasting partnerships with both internal teams and pharmacy clients, all while ensuring they receive the best-in-class support experience. What you'll do Investigate and resolve day-to-day pharmacy operational inquiries from customers and internal Contact Center teams, delivering high-quality solutions that meet SLAs with minimal rework Troubleshoot software glitches, connectivity issues with provincial drug databases (DSQ), and e-prescribing tools, documenting technical incidents and escalating critical issues through to resolution Collaborate with key internal and external stakeholders to ensure seamless issue resolution and deliver exceptional customer experiences through problem-solving and responsive communication Provide bilingual (French/English) support for Kroll Pharmacy Management System configurations, add-on modules, and pricing to support pharmacy business operations across all provinces Participate in client meetings as required, remaining responsive to customer questions and concerns while building strong relationships across the organization Stay current on product enhancements and legislative updates impacting pharmacies to support effective change management and first-call resolution Manage, document, and close tasks and projects in Salesforce, Google Docs, and other tools while maintaining accuracy and professionalism Qualifications What you bring 1–3 years of experience working in a pharmacy environment and/or related field Fully bilingual proficiency in French and English (both oral and written) to handle support requests across multiple provinces Strong proficiency in using and navigating Pharmacy Management Systems, with hands-on experience troubleshooting software issues and basic hardware/network troubleshooting Demonstrated investigative and problem-solving skills with the ability to deliver high-quality work that meets SLAs with minimal rework Solid understanding of pharmacy standards of practice, patient confidentiality regulations (including Quebec's Bill 25), and prescription dispensing requirements Excellent communication and relationship-building skills with the ability to collaborate effectively with internal teams and external pharmacy clients Highly motivated, creative, and self-sufficient with the ability to work successfully under pressure and with minimal direction Exceptional time management and organization skills with resilience, agility, and flexibility to adapt to change Experience managing and documenting tasks in business tools (Salesforce, Google Docs, or similar platforms) Great-to-haves Deep familiarity with at least one major Canadian PMS (e.g., Kroll, Assyst-Rx, Ubik) Prior experience linking a PMS with automated dispensing robots (like BD Pyxis or Synmed) or electronic inventory reordering platforms Knowledge of TELUS Health products and solutions or experience in the healthcare technology sector Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

What you’ll do

The Business Analyst will investigate and resolve pharmacy operational inquiries while troubleshooting software and connectivity issues for the Kroll Pharmacy Management System. They will collaborate with internal and external stakeholders to ensure high-quality support and maintain accurate documentation in tools like Salesforce.

Requirements

Candidates must have 1–3 years of experience in a pharmacy environment and possess full bilingual proficiency in French and English. Strong technical troubleshooting skills and a solid understanding of pharmacy standards and patient confidentiality regulations are required.

Listed skills

• Time management · Preferred
• Customer support · Preferred
• Problem solving · Preferred
• Data analysis · Preferred
• Communication · Preferred
• Troubleshooting · Preferred
• SLA Management · Preferred
• Inventory management · Preferred
• Salesforce · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Pharmacy Management Systems
• Kroll
• Troubleshooting
• Customer Support
• Bilingual
• Salesforce
• Problem-solving
• Technical Support
• SLA Management
• Data Analysis
• Healthcare Technology
• Inventory Management
• Communication
• Time Management
• Software Configuration
• Electronic Prescription (eRx)
• Automated Dispensing Machines
• Pharmacy Operations
• Pharmacy Management
• Professionalism
• Pyxis MedStation (Medication Dispensing Software)
• Business Operations
• Organizational Skills
• Resilience
• Bilingual (French/English)
• Self-Motivation
• Multilingualism
• Change Management
• English Language
• Innovation
• Problem Solving
• Network Troubleshooting
• Medical Prescription
• Medical Privacy
• Relationship Building
• Self-Sufficiency
• Troubleshooting (Problem Solving)
• Collaboration

Job areas

• Technology
• Healthcare
• Customer Service & Support
• Software
• Pharmacy Business Analyst
• Business Analyst (General)
• Management and Organization Analysts
• Management Analysts

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