Junior Service Delivery Analyst Co-op

3 weeks ago


Mississauga, Canada PointClickCare Full time

For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.

With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

**Position Type**:

- Co-op Student

Work Term: May 8 - August 25, 2023

As part of the Service Delivery Management team within SaaS Engineering & Operations, the Service Delivery Analyst Co-Op plays a critical role in continual improvement and efficiency of operations of the PointClickCare SaaS Services used by thousands of Senior Living facilities across North America. As a SaaS Service our uptime, performance and availability of all services are critical to the success of our product, our customers, and the patients they provide care for.

The Service Delivery Analyst Co-Op will participate in the day-to-day operation of Service Management practices, assist in process development/improvement, and help technical teams track towards service level objectives to ensure that PointClickCare provides highly available services that meet customer expectations. Working closely with the Manager, Service Delivery and other analysts, the Service Delivery Analyst will assist highly specialized technical teams by coordinating and aligning operational efforts to business priorities.

**Key Responsibilities**:

- Document processes, procedures, and tasks related to IT Service Management
- Identify and execute on opportunities to automate processes or reduce waste
- Lead requirements gathering for refinement and development of processes
- Facilitate sessions with technical specialists across the Service Management Lifecycle and the SDLC (Incident, Problem, Change, Release), keeping teams focused on outcomes and objectives
- Proactively manage technical root causes and facilitate resolution to minimize customer impact and meet SLAs
- Reporting on KPIs and Service Level Objectives
- Communicate with technical teams and influence them towards best practice and established process where applicable

**Required Experience**:

- Currently enrolled in an undergraduate technology-related degree, such as Bachelor of Science in Computer Science or Engineering
- Experience presenting data visually and creatively
- Proficient in MS Office (Excel, PowerPoint, Word) and working experience with SharePoint
- Experience with scripting, programming, macros, and/or advanced Microsoft excel functions
- Experience/familiarity with the Software Development Lifecycle and Agile Software Development methodologies
- Experience coordinating and facilitating meetings

**Desired Skills**:

- Exquisite verbal & written communication skills
- Problem solving and root cause identification using the scientific method
- ITIL, DevOps, SRE knowledge an asset
- Project management certification or similar education an asset
- Business analysis certification or similar education an asset


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