Analyst, Application Support

Ontario Health • Full-time • Remote (Toronto, ON, CA) • 6h ago

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:

Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

Fully paid medical, dental and vision coverage from your first day
a health care spending account
a premium defined benefit pension plan
three personal days and two float days annually
three weeks’ vacation to start (for individual contributors), increasing to four weeks after two years
career development opportunities
a collaborative values-based team culture
a wellness program
a hybrid working model
participation in
Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.

Here is what you will be doing:

The Analyst, Application Support is responsible for supporting customers using custom applications and often business critical systems operated by DxH. Customer support is provided through the resolution of inquiries, resolving tier 2 & 3 support requests, and managing complex production support incidents and service requests. When this role is unable to resolve the request, this role represents the voice of the customer when escalating issues and incidents to development and operations teams.

This position reports to the Enterprise Products, Corporate Applications Information Technology (IT) Services team and supports the Quadrant Workforce and Quadrant Financials IT systems. As an Analyst, Application Support, your primary focus will be to provide Tier 2/3 support to the Ontario Health at Home Human Resources and Finance departments’ above mentioned Enterprise Resourcing Planning (ERP) systems.

Here is what you will need to be successful:

Takes ownership of tickets and continues to see them through until resolution.
Investigates and makes recommendations to the manager on high priority issues having an impact on patient care.
Works with Data and Software support to ensure customers tickets are resolved.
Participates in User Preview; documents and prioritizes issues encountered by users.
Collaborates closely with the Service Desk, Operations, DBAs and Developers on data issues and bug fixes.
Understands and advocates for the customer on important application issues.
Actively engages in Application Support discussions and recommends process efficiencies to improve the team knowledge. Suggests improvements to reduce support and overall customer satisfaction.
Actively works with the team to ensure the customer’s issues are resolved.
Assists with training new hires.
Makes decisions that have limited/moderate impact.
Review, clarify, verify, record, categorize, prioritize, solve and/or track the most critical escalated incidents and service requests.
Documents all interactions and resolutions for every incident or service request both for internal and external documentation.
Strives to ensure Service Level achievement and continuous improvement.
Take on special projects such as data analysis and complex data clean up initiatives, financial incident analysis.
Ensures PHI/PI is protected in all circumstances adhering to all policies and procedures.
Keeps the customer informed on the status/progress of their incidents as well as monitors the escalation process to ensure procedures are followed and timelines are met.
Review and understand all new release information and support customers in service requests and inquiries related to application functionality.
Plans for new modules, customizations and integration work.
Where applicable will test applications before deployment to production. Where applicable will train staff in the use of the new functionality being released to production.

Education and Experience

Bachelor’s degree or Diploma in Health-related fields, Computer Science, or related discipline, or equivalent experience.
3 - 5 years of experience supporting within a Healthcare environment preferred
Experience managing customer tickets and supporting incidents and triage resolution.
Experience with ERP Functional Support and Systems Administration, preferably Quadrant Workforce and/or Great Plains/Quadrant Financials
Experience with HR and Payroll Principles.
Experience in Health Care environment/support is an asset.
ITIL V3 foundation and/or practitioner certification is an asset.
Understanding of the Software Development Life Cycle (SDLC).

Knowledge and Skills:

Proven diagnostic, analytical, and problem-solving skills independently and as a team.
Must be highly organized and able to be flexible when there are competing priorities.
Ability to work with and provide support to business and technical teams within Ontario Health such as Business Analysts and Leads, Development, QA Testers, Release Management and IT staff.
Strong interpersonal, communication skills (both verbal and written) to successfully interact with a variety of audiences.
Strong written and oral communication skills – must be able to communicate with both the business stakeholders and technical support team (i.e. IT administrators) that supports the ERP/Quadrant systems.
A team player and self-learner, capable of working independently on assigned tasks and collaborating appropriately with all team members when required.
Detail oriented.
High-level understanding of Database concepts, preferred.
Proficient in MS Office (including O365).
Understanding of Quality Assurance and Testing protocols. Ability to create and manage QA test cases.
Strong problem solving and analytical skills to investigate and research issues and clearly communicate and share solutions.
Aptitude for learning, understanding, and applying new concepts.
Strong interpersonal skills to elicit information that ensures customer issues are resolved.
Organizational and multitasking skills.
Customer services skills to focus on providing great customer service to internal and external clients and to build and maintain positive and effective working relationships.
Ability to communicate effectively and concisely, both orally and in writing.
Ability to become a subject matter expert on application functionality.
Ability to gain an understanding of the product and business processes.
Ability to communicate technical solutions to non-technical users.
Ability to work in a team environment to share knowledge and resolve incidents.
Ability to problem solve with the assistance of the Business team.
Strong emotional intelligence when working amongst team and with customers.

#LN-AH1

#LI-Hybrid

Employment Type:

Permanent Full time

Contract Length:

N/A

Salary Band:

Band 4

External Application Deadline Date:

December 20, 2024

All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; members of Black and racialized groups; 2SLGBTQIA+ communities; trans and nonbinary individuals; and people living with disabilities.

Ontario Health is an accessible employer, and we offer accommodation in all aspects of employment, including the recruitment process. If you require a disability related accommodation in order to participate in the recruitment process, please email

careers@ontariohealth.ca

and a member of the team will connect with you within 48 hours.