Specialist, It Operations Technical

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:

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

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

The Specialist, Technical will aid in the continued evolution of the infrastructure hardware and software ensuring supportability, scalability, robustness, and performance within Ontario Health’s state of the art infrastructure. The incumbent will act as a member of the team across varied technologies providing software and hardware life cycle management. This role is responsible for providing 7 x 24 operational support in a highly available, critical, and secure environment. This position interacts with stakeholders and technical teams to maintain a mission critical infrastructure.

Here is what you will be doing:

• Works with peers to ensure delivery of project and service level objectives.
• Works with a medium level of autonomy based on direction from a lead and/or management. Follows set objectives and supports scenarios and proactively actioning and resolving issues with minimal supervision.
• Makes decisions that have limited/moderate impact where errors could impact patient care.
• Responsible for service quality for their contributions for assigned work.
• Works with internal stakeholders to understand business needs across OH and their impact to specific products/portfolios.
• Provide feedback to peers and leaders on any process improvement opportunities.
• Participates with the team in any change activities.
• Provides alternative solutions to solve technical and some business problems.

Here is what you will need to be successful:

Education and Experience

• 3 – 5 years of experience in product/service/technology/health care domain(s). Previous Tier 1 (or higher) experience is required.
• Strong knowledge of workflow tools such as BMC Remedy or other case management and ticketing systems. Experience with server administration.
• Good understanding of tools and techniques for managing changes, incidents, and problems (BMC Remedy or another similar tool).
• Knowledge of Ontario Health IT systems to ensure product dependencies are identified and managed.
• Knowledge of disciplines such as Business practices, Applications, Information, Infrastructure, Privacy and/or Security.
• General knowledge of any or all of the disciplines such as: (1) Data Centre technologies, including co-location, facilities and green operations; (2) Hosting, including monitoring solutions, compute, storage and backup, network, resiliency/recoverability, information assurance (e.g. archiving), security, common services (e.g. DNS), enterprise management, virtualization, cloud; and, (3) Corporate technologies, including Active Directory, desktop/virtual desktop, mobile, social, enterprise mail, information assurance (e.g. archiving), enterprise architecture principles and management.
• Knowledge of service management, control, and architecture frameworks such as ITIL.
• College diploma program or recognized equivalent.
• Strong knowledge of system administration, user provisioning and access management required.
• Knowledge of scheduled maintenance and deployment/release/patching activities. ITIL certification V3 / V4 Foundation preferred.
• Strong knowledge of organizational processes and business models.
• Knowledge and understanding of service Roadmaps.
• Knowledge of administration tools such as O365 suite.

Knowledge and Skills

• Ability to apply IT privacy and security standards, principles, and regulations applicable to day-to-day operations specific to the role.
• Ability to work directly with end users in a professional, customer service-centric manner to fulfil requests and troubleshoot issues.
• Collaborate with peers and other technical and product teams to resolve issues and problems and to resolve business rules, information and application conflicts involving shared services, applications, and resources.
• Capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically within product/project team.
• Communications skills, both orally and in writing, to liaise with end users in a professional, customer service-centric manner; communicate with internal business stakeholders and technical staff alike to resolve technical issues.
• Ability to monitor system indicators to ensure they don't reach a critical level resulting in outages to determine proper operations thresholds and appropriate level of escalation.
• Ability to provide Tier 1.5 level of support (request fulfillment and incident troubleshooting) to system administration, access management and user provisioning for desktop suite and custom applications developed by the enterprise.
• Ability to work at a medium level of autonomy based on direction from a lead and/or management.
• Ability to work on, prioritize and deliver work items according to agreed-upon timelines amidst constantly changing priorities.
• Ability to monitor applications, hardware, systems, and networking.
• Ability to understand various types of business, privacy, security and financial risks and to collaborate with peers and senior specialists to define mitigation strategies.
• Ability to understand and translate tactical and operational business service levels commitments.
• Ability to conduct technical troubleshooting/triage using a variety of tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, network and operational) problems.
• Technically savvy with business understanding and the ability to communicate to internal business stakeholders and technical staff alike to resolve technical issues and conflicts such as patching, user provisioning, access management and provisioning.
• Analytical and problem-solving skills to identify and recommend alternative solutions to solve technical and business problems: resolve business rule, information, and application conflicts; troubleshoot issues; monitor system indicators.

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.