Senior Analyst, IT Support - Connected Care

Union: Non-Union
Number of vacancies:  1
Site: Toronto Western Hospital - Krembil Discovery Tower
Department:  Connected Care
Reports to:  Program Manager, RM&R
Work Model: Hybrid 
Hours: 37.5 hours per week
Salary: $79,190 - $98,982 annually 
Status: Permanent Full-Time
Closing Date: April 12, 2025

Postion Summary:

This position reports to the Program Manager, RM&R. The Senior Analyst is responsible for supporting program activities, solving problems and escalating risks for support. Working with the platform vendor, the Analyst will be integral to solving user issues related to application functionality, reporting requirements, development of new care types and implementation of new functionality/features. This role will also support projects to expand the use and adoption of the RM&R Platform throughout the Toronto Central Region.

The Senior Analyst will also be responsible for assisting the Altum IT Operations team; providing helpdesk, deskside, application, hardware, network, server, infrastructure, administrative support as required.

Duties:

• Development of detailed project plan to articulate time, resources, scope and risks in projects. Assist in the monitoring of project plans and project budgets where appropriate
• Develop project-tracking materials including status reports, dashboards, timeline overviews etc.
• Successfully support the planning, implementation and delivery of projects within an inter-disciplinary team environment and across care settings or organizations
• Support risk management by balancing client expectations, project scope and taking early action to resolve problems and escalate as required
• Provide direct support to clinicians for healthcare technology solutions (respond to tickets via telephone and email, plan and deliver training and develop education materials)
• Provide direct support to Altum users for technology solutions
• Support the Altum IT team with various IT administrative tasks
• Lead reporting, analysis and evaluation efforts of multiple programs and comprehensive program overviews for external and internal audiences
• Coordinate with users and stakeholders to determine requirements/specifications, work for consensus and contribute to achievement of goals. Identify information and data requirements necessary to define solutions
• Perform standard application testing, data analysis and/or system analysis
• Carry out workflow and process redesign activities, make recommendations for changes in workflow and support implementation of approved changes
• Apply change management and communication strategies to multiple stakeholders and organizations throughout projects
• Use the integrated delivery approach to ensure successful implementation and adoption of digital health services across a varied group of stakeholders
• Perform assignments and special projects in support of organizational objectives, often functioning across disciplines and areas of expertise
• Work somewhat independently with supervision. Able to receive an assignment, advance independently with scheduled check ins with manager to course-correct as required, and report escalations promptly
• Identify strengths and weaknesses of various alternatives and contributes to team recommendations for solutions that are practical and thorough
• Demonstrate ability to deliver end-to-end moderate-highly complex assignments and projects with moderate supervision. Work with direct leader to identify and resolve barriers and challenges
• Demonstrate critical thinking to ensure deliverables continue to align with project and program goals and vision; identify impacts of ongoing changes
• Demonstrate ability to lead a small group of students on moderate to highly complex projects
• Lead self and peers by conduct and example. Participate and contribute on assigned project teams or committees by assisting in the development of guidelines, procedures, standards, and monitoring for industry compliance. Provide assistance and/or training to designated staff members
• Inter-organizational and outside customer/vendor contacts required. Provide discussions and status reports on normal business processes in written, verbal or graphical form as required.  Ability to work well with people from different disciplines with varying degrees of technical experience
• Demonstrate excellent attention to detail and ability to concisely summarize information into visual presentations and written communications

• Undergraduate Degree preferred in Health Informatics, Computer Science, Business or related field
• Minimum 3-5 years Healthcare Application Support experience (showing progressive experience)
• Minimum 2-3 years IT Operations support experience
• Knowledge of project management (project planning, implementation, evaluation, risk assessment, benefits realization)
• Project Management, Business Analysis and Change Management certifications are assets
• Strong customer service orientation
• Knowledge and experience in developing and executing communications and adoption plans (e.g., stakeholder analysis, communication strategies and tactics, awareness campaigns, gathering user feedback)
• Applicable industry experience in leading projects that support client groups such as Health Care, Pharmaceutical, Finance, Human Resources, Telecommunications etc.
• Excellent interpersonal and client relationship skills
• Excellent attention to detail
• Strong analytical, prioritization, and organization skills
• Strong knowledge of digital health, healthcare or related
• Extensive knowledge in business systems analysis and problem recognition and problem solving abilities
• Excellent presentation, writing, and/or training skills
• Excellent team building skills, listening, coaching, group facilitation and conflict resolution skills
• Experience with Ranorex Studio GUI Testing software
• Foundational level of C# programming skills
• Proficient use of computer, software, and peripheral equipment, i.e., Windows, MS Office, MS Mail/Outlook, MS Project, MS Excel

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates.  Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.