Program and Applications Support Specialist

The Company

OKAKI

is an Alberta-based health informatics social enterprise founded in 2008.
"OKAKI"

is a Blackfoot word meaning "be wise." The company provides health system partners with comprehensive information services to better collect, manage, analyze, and use data to gain insight, learn, and improve services.

OKAKI

offers employees the opportunity to work on high-impact projects in an environment that is challenging, innovative, and closely tied to health policy and practice. Employees are part of a collaborative team with expertise in public health program and project management, information policy and privacy, data analytics, and information technology.

Why Join OKAKI?

• Meaningful, high-impact work with partners who value our expertise
• Remote working arrangements
• Competitive compensation package
• Comprehensive benefits and employee assistance programs
• Ongoing in-house learning and career growth opportunities

The Role

OKAKI is seeking a Programs and Applications Support Specialist
for a combined role that involves providing remote application support and conducting quality assurance (QA) testing on
OKAKI's
systems and applications throughout the development cycle. This position plays a key role in ensuring our products meet the highest standards of quality, usability, and performance.

Working from a home office, the successful candidate will provide direct support to
OKAKI
clients by responding to requests for assistance via phone and email, as well as delivering group and one-on-one virtual training sessions. Responsibilities include managing user accounts—such as handling access requests, account creation, edits, disabling accounts, and performing password resets.

In addition, the Programs and Applications Support Specialist will actively contribute to
OKAKI's
quality assurance processes by testing products to identify bugs, evaluating user interface design and overall user experience, maintaining quality documentation, and reporting findings and feedback to the appropriate teams.

Key Responsibilities

• Provide remote client support via phone, email, and virtual meetings.
• Deliver virtual and in-person training, onboarding, and technical support for healthcare software users.
• Lead or support new customer implementations, including product setup and user onboarding.
• Manage user accounts, including access requests, account creation, edits, and password resets.
• Identify, document, and escalate issues, bugs, and enhancement opportunities to internal teams.
• Participate in application testing, reporting findings, and contributing to quality documentation.
• Develop and maintain user resources such as training manuals, how-to guides, and videos.
• Collaborate with multidisciplinary teams on application development and rollout initiatives.
• Support continuous improvement of client support processes and materials.

Minimum Qualifications

• Strong computer literacy, including proficiency with Microsoft Office, web conferencing tools, email systems, and electronic medical records.
• Ability to work independently from a home office with reliable high-speed internet and phone access.
• Willingness and ability to travel to customer locations, including rural and remote areas (travel may include up to 24 times per year within your city and approximately 10 weeks per year outside your city).
• Valid driver's license and access to a reliable vehicle.
• Clear, professional verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Collaborative mindset with a commitment to client service, problem-solving, teamwork, and quality.
• Flexibility to work varying hours, including evenings and weekends, as needed.

Assets

• Indigenous ancestry and/or an understanding of Indigenous healthcare contexts and services.
• Previous QA experience.
• Experience working in a virtual team environment.
• Experience with healthcare software or within healthcare service organizations.

A
criminal background check

is required for employment with
OKAKI.

OKAKI Values:

Excellence
… to solve problems with flexibility, using our experience and diverse perspectives

Empowerment
… to help clients go beyond what they previously thought possible

Responsiveness
… to respond to client feedback and quickly and effectively
Innovation
… to be at the leading edge

Positive Impact
… to make a positive impact on programs, people and populations