Position : Application Support Analyst (18 month contract, full-time)
Location : 130 Bloor Street West, Toronto
Salary : Commensurate with qualifications and experience
Benefits : 3 weeks annual vacation; 3 annual float days
Health Shared Services Ontario (HSSOntario) is an agency of the Government of Ontario. We are a shared services organization that supports Ontario’s 14 Local Health Integration Networks (LHINs) in meeting the healthcare needs of their local community.
Through the continuous development and delivery of province-wide digital health platforms, quality improvement initiatives, and other business and IT supports, HSSOntario uses leading-
edge technology and best practices to enable health system integration and better patient care.
Reporting to the Manager, Application Support, the Application Support Analyst focuses on custom applications and business critical applications.
This position manages and resolves Tier 2 / 3 as well as more complex production support incidents and service requests received.
This includes, but is not limited to, CHRIS, Health Partner Gateway (HPG), Assessment Solutions, Quadrant Workforce, Quadrant Financial and all integrations associated with these applications.
This role manages provincial incidents and requests, develops detailed reports, documents findings via reports and presentations.
Additionally, this role will provide analytical and application support to cross-functional project and incident teams.
Key Responsibilities :
Reviews, clarifies, verifies, records, categorizes, prioritizes, solves and / or tracks the most critical escalated incidents and service requests
Documents all interactions for each incident or service request and communicates with HSSOntario partners and technical staff on the investigation and resolution of escalated incidents
Strives to ensure Service Level Agreements are continuously met on a consistent basis
Recommends efficiencies to existing processes and procedures
Takes on special projects such as data analysis, complex data clean up initiatives and financial incident analysis as required
Ensures Personal Health Information (PHI) is protected in all circumstances, adhering to policies, procedures and legislation
Where applicable, will test applications before deployment to production
As required, will train staff on new functionalities being released to production
Minimum of 4 years of working experience in an IT Service / Help Desk environment required
ITIL V3 foundation and / or practitioner certification considered an asset
Experience with LAN, WAN, VPN, infrastructure required
Technical knowledge of running SQL queries
Understanding of the Software Development Life Cycle (SDLC)
Previous experience in CCAC, LHIN, OACCAC, HSSOntario or Health Care environment is an asset
Ability to troubleshoot complex interdependent applications and services both internally and externally through multiple application layers
Must be highly organized while managing competing priorities in a fast-paced environment
Advanced computer skills and proficiency with the Microsoft Office Suite
Ability to communicate technical information to all types of users
Working Conditions :
On-site shift coverage will be required between 8 a.m. to 4 p.m. or 9 a.m. to 5 p.m. on a monthly rotating basis. Hours of operation are subject to change
On-call support outside of core business hours for certain critical application support incidents may be required
Occasional travel to LHIN sites across the province for incident analysis may be required