Intermediate Application Support Analyst

2 months ago

Regina, Canada eHealth Saskatchewan Full time

**Who is eHealth Saskatchewan?**
eHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare, information technology, and citizen services. Our vision is “Connected healthcare, accessible to everyone, everywhere” with a mission to “Collaborate to transform healthcare through the use of information and innovative technology”. It is a complex environment, constantly evolving and quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical 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**:
You must be willing to participate in the on-call 24/7 support strategy. This requires a rotation of support analysts to be available to respond to patient impacting service disruptions and Major incidents after hours.

**Typical Daily Duties**:

- Collaborating within a team dynamic to solve complex issues.
- Communicate with end-users to gather additional information and provide updates on support requests.
- Create and maintain support documentation, including knowledge documents, work standards, and training materials.
- Perform routine maintenance tasks, such as system upgrades, patches, and backups.
- Test new software releases and configurations in a development or staging environment before deploying to production.
- Collaborate with other IT teams, such as network, database, and security, to ensure system integration and compatibility.
- Participate in on-call rotation and after-hours support as needed.
- Identify opportunities for process improvement and automation to increase efficiency and reduce errors.
- Training Junior Application Support Analysts.
- Participate in change management.

**You will have demonstrated working knowledge of**:

- Service-level protocols, change management protocols, and quality control procedures;
- ITIL an asset;
- Experience providing technical support, desktop support or system administration;
- Knowledge and experience of SQL, Database concepts, theories and principles;
- Experience, with HL7 or similar an asset;
- Experience with Citrix, Windows Server and Desktop and UNIX/Linux administration an asset;
- Experience within a Drug and Pharmacy environment an asset;
- Knowledge of Requirements analysis and solution design techniques an asset;
- Experience with programming/software development concepts, stages, techniques and languages such as Java and.NET

**You Will Be**:

- Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines and successfully complete projects in a changing environment;
- Patient, honest, discreet and respectful/tactful while working with various types personal health information etc.;
- Service-oriented, thorough, reliable, disciplined, organized, and strong attention to detail in order to complete tasks for clients and coworkers etc.;
- Creative, logical, and have a strong motivation for continuous improvement and learning; and
- Empathetic, diplomatic and sensitive in order to respond to issues and concerns of others who may be angry or frustrated.

**Competencies**

**Communication**:

- Ability to write/create and communicate (verbal and written), explain or present (technical or non-technical) information to wide variety of technical and non-technical individuals and/or groups in a clear, accurate and understandable manner.
- Write a variety of detailed, accurate and clear technical material such as user and system requirements.

**Problem Solving/Analytical**:

- Investigate problems, determine solution options, make required code/system modifications, test, and implement changes.
- Analyze client requirements and verify understanding through both formal and informal interview processes.
- Gather, understand and combine specialized information in a way that can be applied to meet the needs of the organization and customer

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