Analyst, Application Support Jobs

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:

• Health care spending account
• Career development opportunities
• Participation in Communities of Inclusion
• Premium defined benefit pension plan
• A hybrid working model
• Fully paid medical, dental and vision coverage from your first day
• Wellness programs
• Individual contributors start at 3 weeks’ vacation with 4 weeks at 2 yrs.
• 3 personal days and 2 float days annually
• A collaborative values-based team culture

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

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.

Here is what you will be doing:

• Takes ownership of tickets and continues to see them through until resolution.
• Understands and advocates for the customer on important application issues.
• Collaborates closely with the Service Desk, Operations, DBAs and Developers on data issues and bug fixes.
• Participates in User Preview; documents and prioritizes issues encountered by users.
• Assists with training new hires.
• Investigates and makes recommendations to the manager on high priority issues having an impact on patient care.
• Actively engages in Application Support discussions and recommends process efficiencies to improve the team knowledge. Suggests improvements to reduce support and overall customer satisfaction.
• Makes decisions that have limited/moderate impact.
• Actively works with the team to ensure the customer’s issues are resolved.
• Works with Data and Software support to ensure customers tickets are resolved.

Here is what you will need to be successful:

Education and Experience

• 3 - 5 years of experience supporting within a Healthcare environment preferred; entry level candidates with no previous application support experience will be accepted.
• Knowledge of CHRIS or other Healthcare related applications.
• Bachelor’s degree or Diploma in Health-related fields, Computer Science, or related discipline, or equivalent experience.
• Knowledge of Remedy or other ticketing software.
• Previous Service Desk experience.

Knowledge and Skills

• Ability to gain an understanding of the product and business processes.
• Strong problem solving and analytical skills to investigate and research issues and clearly communicate and share solutions.
• Ability to communicate effectively and concisely, both orally and in writing.
• Organizational and multitasking skills.
• Ability to become a subject matter expert on application functionality.
• Ability to work in a team environment to share knowledge and resolve incidents.
• Ability to communicate technical solutions to non-technical users.
• Strong interpersonal skills to elicit information that ensures customer issues are resolved.
• Ability to problem solve with the assistance of the Business team.
• Aptitude for learning, understanding, and applying new concepts.
• 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.
• Strong emotional intelligence when working amongst team and with customers.

Employment Type: Permanent Full Time

Salary Band: 4

Location: Ontario (currently hybrid; subject to change)

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; Black and racialized; members of 2SLGBTQIA+ communities; trans and nonbinary; and disabled.

We encourage applicants with accessibility needs to notify us if they have any accommodation needs in the application and/or interview process.

Note: As part of the initial recruitment screening process, applicants must confirm that they are fully vaccinated against COVID-19. If applicants are not fully vaccinated, they will be required to identify any accommodation needs pursuant to a protected ground under the Code. Applicants who identify an accommodation need will be required to provide supporting documentation with respect to their need for accommodation when requested by Ontario Health. If no such accommodation is identified, the applicant will not be eligible to proceed through the recruitment process.

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