Applications Support Analyst, Intermediate

6 days ago

Ontario, Canada LifeLabs Full time

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.

Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust. Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of _empowering a healthier you_.

**Reports to**:Manager, Business Systems

**_
This is a Full Time Temporary 13 months role for maternity coverage based in either Ontario or British Columbia. Health Benefits will be applicable._**

**Core Accountabilities**
- Manages incoming ticket / Case queue(s) from internal and external stakeholders and performs tier 2 triage of incidents and request fulfillment.
- Monitors, reconciles, and ensures accuracy of distribution reports.
- Provides high-quality report distribution services, manages escalations, and coordinates support between External clients, EMR partners and internal teams.
- Provides timely support for varied internal and external clients, including various LifeLabs business units, EMR Vendors, and LifeLabs Clients as required.
- Tracks and logs Incidents and Requests in the appropriate Incident Management System.
- Delivers professional, customer-focused, and high-performing support services in line with agreed-upon service scope and service levels (SLA’s).
- Refers more complex situations to experienced team members or higher-level support, including appropriate levels of detail.
- Works with cross-functional teams to support requests and resolve issues and share information as required.
- Collaborates with Project Managers, Business Analysts, and other project team members as a Subject Matter Expert (SME) as required.
- Shares information and data with other team members for the purpose of cross-training.
- Creates and maintains standard operating procedures, reference materials, and training materials.
- Maintains documentation for IT processes, procedures, and case / tickets management.
- Develops and troubleshoots existing processes to resolve issues and make recommendations for improvement.
- Provides validation, required audits, and assist in testing for new or changed features as required.
- Regularly reviews KPI reports and contributes to knowledge, understanding and improvement.
- Ensures all activities comply with established privacy rules, policies, guidelines, and process standards and standard operating procedures.

**Qualifications and Skills**
- University degree or College diploma in relevant discipline or Post-Secondary Diploma or certificate, preferably in Health-related field, or equivalent combination of education and experience
- 2 years in customer service or related Health Care industry field
- 1-2 years in the IT industry or equivalent work experience considered an asset

LI SW1 #INDEED

This is a remote role.

**Hiring Range**:55,500 - 70,800**

The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity.

**Employee Benefits**:
In this position, you will be eligible to participate LifeLabs’ group benefits plan which is available to LifeLabs employees in accordance with the terms and conditions of those plans.

**Vacation Entitlement**:
In this position, you will be entitled to vacation pay, which will be applied to each pay.

**Employee Wellness**:
LifeLabs offers an award-winning Wellness Program focused on supporting your total health and well-being under our physical, emotional, and financial wellness pillars. We have been recognized in the industry for our focus on mental health supports.

**Employee Giving program**:
Designed to support any employee who donates, fundraises or volunteers for a Canadian Registered Charity or Non-Profit Organization.

In addition, LifeLabs offers professional development and membership reimbursement, access to preferred rates and discount programs - WorkPerks, Home and Auto Insurance, Costco Membership, etc. - and Optional Health-related Benefits.

At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.

We are committed to the ongoing development of our diversity, equity, and inclusion (DEI) program and have taken steps to strengthen our commitment to our team members and customers, to challenge ourselves

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