Telehealth Analyst

**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.

**Telehealth Network Analyst Role**

Reporting to the Virtual Care Program, you will be primarily responsible for the management and technical support of eHealth’s Telehealth, Clinical Video Conferencing and Remote Patient Monitoring solutions within the Virtual Care Program. Provide real-time network support for Telehealth service (ensuring network connectivity and issues affecting conference quality). Monitoring for packet loss, checking for duplex mismatches, evaluating CNET circuit bandwidth real-time. Configuring switch ports for Telehealth VLANs in EHS managed switches. Network setup for new Telehealth sites, subnet and IP allocation.

Performing on demand/escalated real-time audio visual support for both hardware and software video conferencing solutions. Coordination and implementation of software integration plans such as Webex integration, TMSXE integration, PexIP integration. Utilizing Cisco TMS as a centralized Endpoint management/monitoring and scheduling system, you will be supporting over 440+ video conferencing Endpoints across Saskatchewan.

**Duties will include**:

- Primary technical support for network-related issues of the hardware/software video conferencing environment;
- Troubleshooting and resolving the root cause of medium to difficult problems;
- New Telehealth site configuration and implementations;
- Managing back up’s for the Telehealth infrastructure;
- Performing IOS upgrades of the eHealth Cisco infrastructure;
- Mentoring of junior technical resources
- Performing infrastructure software upgrades, evaluating software release code for new features or bugs that could affect the Virtual Care network/environment
- Providing patient first thinking and customer service to the eHealth partners technical staff and Telehealth coordinators;
- Performing research and participation in the evaluation of current and emerging networking -related technologies; engage in the implementation process of these technologies;
- keeping current with industry best practices and proactively seeking out, analyzing and presenting best practices for consideration and solution development; and

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 priority emergency Priority 1 service disruptions after hours.

**Education & Experience**:

- 3 years of experience working in a network support role
- Health sector related business knowledge is considered an asset.
- Proven experience and skills in effective communication, leadership, problem solving, documentation standards, and a rigor for change management protocols and quality control

The knowledge and skills required for this position would be attained through the completion of a Degree in Computer Science, or related area of study; and/or applicants with a diploma such as Business Information Systems or related area of study.

**You will have intermediate-level working knowledge and understanding and possible certification in**:

- Cisco Telepresence, Cisco Collaboration Endpoints, Cisco Telepresence Conductor is required;
- Cisco Unified Communications - Session Manager, Jabber, Webex is required;
- Video over IP and Voice over IP experience with a solid understanding of QoS protocols is required;
- Implementation and support o