Unified Communications Analyst Ii

6 months ago

Saskatchewan, Canada eHealth Saskatchewan Full time

**Employment Type***: Permanent Full-time**Location(s)***: SK**Salary Range***: $38.878-$47.318 Hourly**Salary Supplement***: included in hourly salary range (in-scope)**Why eHealth?**
We may be biased, but eHealth Saskatchewan is the place to be right now As the result of a province wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support. This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.

A large and complex organization, eHealth is comprised of 30+ clinical and nonclinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs that also support patient care and information, include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.

The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.

**About the Role**
Reporting to the Manager, Unified Communication, we are seeking a skilled and experienced Unified Communications Cloud Services Analyst to join the team to assist in the support of IT services that eHealth provides to the Health sector partners across Saskatchewan. This individual will possess excellent customer service skills along with strong technical and leadership abilities, is detailed oriented who takes pride in their work and enjoys the challenges that go with it.

You will be responsible for the support of the provincial Cloud Services platforms for all the Health sector partners, facilities and related agencies. You will directly support an Enterprise level Hosted / Cloud Collaboration platform which provides multiple services to the health sector and related Health Organizations.

**Typical daily duties will include**:

- Day to day support regarding performance issues or connectivity issues via ITSM Tools (eg Service Now)
- Plan and implement new deployments or workflows for applicable platforms
- Test the compatibility of client end equipment and peripherals and recommend hardware standards
- Projects / Future planning with our partners and departments to help them establish the requirements in meeting their changing demands and needs
- Explore and test potential integrations and enhancements to validate function and compatibility
- Provide, create, and update documentation. (i.e. call flow diagrams, standard work and knowledge documentations)
- Work with Knowledge Team and eHS Comms to effectively communicate meaningful changes or impacts to end user experiences.
- Collaborate with colleagues and other departments where services and support intersect

**What are we looking for?**

**You will have a strong working knowledge and understanding in the following areas**:

- Strong experience with the following Cloud, Hosted, or on premise platforms
- Webex / MS Teams
- Contact Center or CcaaS (Contact Center as a service)
- Video and collaboration devices
- Various client end hardware and mobile devices
- Microsoft Teams Training, experience with API tools / Power shell / Power BI would be preferred.
- Experience of Video over IP, Voice over IP, and network fundamentals would be an asset
- Experience with Entra ID/Azure would be an asset.
- Experience with planning, implementing, and supporting large scale IT technology projects
- ITIL service delivery concepts, with a focus on Change, Incident, Problem and Service request management.
- Strong communication skills and customer service orientation
- Knowledge of Saskatchewan Health IT sector would be an asset.

After hours on-call will be a requirement of this position.

**Competencies**
**Communication** - Ability to write a variety of detailed, accurate and clear (technical) material such as user, systems and requirements documentation and procedures, project plans, letters, requests for proposals, feasibility studies, recommendations and reports, at a level appropriate to the target groups.

**Leadership** - Ability to constructively lead, advise and encourage others to achieve success in their work and contribute to the effectiveness of the work team.

**Team/Independence** - Ability to work independ

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