Junior Knowledgebase Analyst

**Employment Type**: Permanent Full-time**Location(s)**: SK**Salary Range**: $32.697 - $39.809 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 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**:
Reporting to the Manager, Service Assurance eHealth Saskatchewan is seeking a results and detail oriented individual with strong technical knowledge and exceptional writing and communication skills. This is an integral role in our chain of care and we are looking for someone who takes pride in their work and has strong customer service, technical and writing abilities. Proven experience and skills in effective communication, problem solving, documentation standards, in ITSM (Information Technology Service Management) protocols and quality control are also required.

**Typical Daily Duties**:
You will be responsible for creating, reviewing, and assessing many types of technical documents such as, support documents, IT project documents, user manuals, technical specifications, and policies. You will be responsible for creating technical support documents on the systems that support our IT and eHealth businesses. Knowledgebase records describe known issues, technical solutions, roles, and escalation procedures for both the organization and external customers. You will also be responsible for communicating Knowledge Management best practice within eHealth Saskatchewan and for providing training on how to use and populate the knowledge base repository to eHealth Saskatchewan staff and to clients who may need to access it.

**To qualify for this position, you will have experience in the following**:

- Write and/or proofread/edit a variety of detailed, accurate and clear technical and end user material;
- Champion knowledge management processes and standards across organizational boundaries;
- Read and interpret network diagrams, IT architectural specifications, IT project and implementation plans;
- Effectively work independently and participate as a team member to meet the needs of clients and co-workers and to build productive, positive work relationships;
- Gather, understand and synthesize specialized information in a way that can be applied to meet the needs of the organization and customer and within given constraints.
- ITIL or ITSM experience/certification;
- Understanding knowledge management methodologies.

The knowledge and skills required for this position would be attained through the completion of a post-secondary (diploma or degree) in a computer science program. Supplemented by 2 years of relevant experience working in a similar role, a combination of years of experience and training will also be considered.

**You will be**:

- Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines;
- Very customer service oriented, patient, honest, and respectful (ability to show tact);
- Empathetic, diplomatic and sensitive in order to respond to issues and concerns of others who may be angry or frustrated;
- Thorough, reliable, disciplined, organized, and strong attention to detail; and
- Logical and have a strong motivation for continuous improvement and learning.

**Competencies**:
**Customer Service Orientation**:

- Ability to anticipate or determine customer needs by truly listening to them, understanding their business, and communicating with them regularly.

**Communication**:

- Abilit