Application Support Analyst

Description

POSITION SUMMARY:

The Application Support Analyst role is to support the planning, design, configuration, and launch of business improvements in support of organizational processes across our Senior’s Living business line. This includes identifying, analyzing, configuring, and validating business needs to ensure alignment to the required business capabilities. Gathering and analyzing data in support of business cases, requests for proposal and systems requirements. The Application Support Analyst may also be responsible for generating and compiling reports based on the findings, complete with probable causes and viable solutions to systems issues. This individual will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve systems issues to maximize the benefit of IT system investments.

 This Position is Hybrid 

POSITION RESPONSIBILITIES:

Activity A: Application Configuration/Support (75% of time)

·         Actively support the application portfolio in compliance with determined Service Level Agreement.

·         Resolve and document application incidents and defects

·         Issue Tracking and status reporting

·         Validate business requirements and configure new software features to enhance business capabilities and/or efficiencies.

·         Execute in-depth analysis to identify root causes of problems and contribute to the development of system solutions

·         Clarify and translate business requirements/objectives into functional specification decisions

·         Independently or in collaboration with peers, configure enhancements and coordinate/conduct appropriate testing according to defined specifications.

·         Coordinate and/or migrate new enhancements/configurations across various platform phases (DEV to UAT to Prod)

·         Ensure consistency and standardization across multiple instances of the same solution, where necessary.

·         Develop and maintain user manuals and guidelines

Activity B: Assist in Creating Application Efficiencies (25% of time)

·         Assist in the definition, development, and documentation of business requirements, objectives, deliverables, and specifications on a project-by-project basis in collaboration with internal clients, taking into consideration platform capabilities.

·         Create systems models, specifications, and diagrams to assist with the interpretation of business requirements into feasible options and communicate these to the business stakeholders.

·         Assist in research sessions in prototyping new capabilities to enhance business processes, operations, and information process flow.

·         Develop an understanding of existing business processes and recommend changes that leverage best usage of a platform and/or solution

·         Design and conduct software tests on new and existing capabilities when a QA resource is not available

·         Maintain appropriate Change Management processes for Production changes.

QUALIFICATIONS:

·         Excellent written and spoken English language skills, with the ability to communicate professionally

·         Bachelor's degree in Computer Science or Information Systems or other technically relevant degree

·         Minimum 2 - 3 years of Application Support Analysis experience.

·         Experience supporting the requirements definition and configuration of Cloud and/or SaaS based solutions, on both the functional/business and technical levels.

·         Knowledge related to clinical information systems and familiarity with governance issues and requirements

·         Ability to assess and understand solutions at a platform level and make recommendations to ensure consistency and standardization across the platform.

·         Experience in requirements analysis, configuration proposals, and cost/benefit analysis in support of client requirements.

·         Ability to work effectively with front-line functional areas, end-users, and other IT professionals, specifically in building relationships and managing expectations.

·         Experience in defining, implementing and/or enhancing requirements gathering processes and templates.

·         Electronic health record, Clinical Care solutions and/or Senior’s Living knowledge is an asset.

·         Knowledge of PointClickCare platform solutions is an asset.

SKILLS/ COMPETENCIES:

·         Ability to conduct research into production issues

·         Exceptional diligence with proven analytical and problem-solving abilities

·         Strong customer service skills

·         Working knowledge of ITSM/ITIL process analysis and improvement (Service Now, Change, Incident, and Request, etc.)

·         Initiative-taking with the ability to produce quality work with minimal supervision.

·         Flexible and adaptable in learning and understanding modern technologies & processes

·         Strong written, oral, and interpersonal communication skills

·         Ability to work in a collaborative environment

·         Ability to work flexible hours

About Us:

At SE, we love what we do.  Every day, we bring hope and happiness to clients, homes, and communities across Canada.  We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing.  We’re a great place to work, and we hope you’ll join our team.

SE Health is monitoring the global COVID-19 pandemic closely and following all public health directives, including recommendations from the World Health Organization, Government of Canada, and federal and provincial health authorities. Our top priority is the health and safety of our clients, their families and our staff.

Please note that due to the unprecedented circumstance of the Global Pandemic and the resultant public health crisis; and in the interest of the health and safety of our patients/clients, employees, and greater good of public health,  SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19.  Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose

SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact Human Resources at careers@sehc.com at your earliest convenience.

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