[Hiring] Design Specialist II - Health & Welfare Benefits Implementations @LifeWorks

Role Description

TELUS Health is expanding our Benefits Implementation team. We are seeking an analytical, solutions-oriented Design Splst II to serve as a critical B2B bridge for our SaaS benefits administration platform.

In this role, you will act as a trusted operational partner to client administrators. You will troubleshoot complex benefit issues, diagnose root causes, and drive solutions that ensure business continuity. This is an ideal opportunity for a curious, collaborative professional dedicated to delivering exceptional B2B client experiences.

What You’ll Do

• Primary Client Contact: Serve as the operational anchor for a dedicated SaaS client.
• Technical Troubleshooting: Resolve inquiries and technical cases efficiently via ticketing systems.
• Data & System Audits: Diagnose complex benefits data, eligibility rules, and configuration issues.
• Root-Cause Resolution: Provide actionable written solutions to ensure continuous, flawless platform operations.
• Cross-Functional Collaboration: Partner with Configuration, EDI, and Shared Services to resolve escalations.
• Technical Bridge: Translate complex business needs into clear requirements for developers.
• Process Optimization: Analyze operational trends to boost platform efficiency and streamline workflows.
• Knowledge Management: Create comprehensive documentation to upskill internal teams and clients.
• SLA Compliance: Prioritize competing demands to consistently meet strict response timelines.
• Operational Excellence: Maintain meticulous case records with rigorous attention to detail.

Qualifications

• Education & Experience: Bachelor’s degree in IT, Business, or a related field, OR equivalent practical industry work experience.
• Industry Knowledge: Experience in Health & Wellness Benefits administration or payroll systems is strongly preferred.
• Analytical Mindset: Natural curiosity with a strong ability to investigate system data, spot discrepancies, and troubleshoot issues independently.
• Client-First Communication: Strong written and interpersonal skills to deliver clear, professional, and actionable solutions to client administrators.
• SaaS/Ticketing Familiarity: Experience or comfort working within B2B SaaS environments, case management systems, or tools like Azure DevOps (ADO).
• Self-Motivated Execution: Proactive self-starter who leverages available documentation and resources to solve problems before seeking escalation.
• Rigorous Attention to Detail: Exceptional precision when reviewing data inputs, system business rules, and complex life event validations.
• Collaborative Spirit: Ability to act as an effective service bridge between non-technical client teams and internal technical specialists (EDI, Configuration).
• Adaptable Time Management: Strong organizational skills to manage competing priorities, track multiple issues, and meet service commitments.

Benefits

• Comprehensive total rewards package highlighting competitive salary and paid time off, with a flexible benefits plan to meet the needs of you and your family.
• Generous company matched pension.
• Flexible ways of working with the option to work remotely, in-office, or in a hybrid environment.
• Opportunity to give back to communities in which we work, live and serve.
• Career growth and learning & development opportunities to develop your skills.
• And much more …