Applications Support Analyst, Intermediate

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.

Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust. Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.

Reports to: Manager, Business Systems

Purpose of the Role As an Applications Support Analyst, Intermediate you will play a crucial role in ensuring the smooth operation of the end-to-end results distribution platform and related processes. Your responsibilities will be centered around activities that enable and support results reporting ensuring timely and accurate delivery of electronic results. Additionally, you will provide timely application support, request fulfillment, and problem resolution to both internal and external clients, ensuring their needs are met according to established objectives and SLA’s.

This is a 3 months Temporary Remote role based in British Columbia.

Core Accountabilities

• Manages incoming ticket / Case queue(s) from internal and external stakeholders and performs tier 2 triage of incidents and request fulfillment.
• Monitors, reconciles, and ensures accuracy of distribution reports.
• Provides high-quality report distribution services, manages escalations, and coordinates support between External clients, EMR partners and internal teams.
• Provides timely support for varied internal and external clients, including various LifeLabs business units, EMR Vendors, and LifeLabs Clients as required.
• Tracks and logs Incidents and Requests in the appropriate Incident Management System.
• Delivers professional, customer-focused, and high-performing support services in line with agreed-upon service scope and service levels (SLA’s).
• Refers more complex situations to experienced team members or higher-level support, including appropriate levels of detail.
• Supports applications and legacy systems within a LifeLabs environment.
• Works closely with the IT Service Desk, IT Operations, IT Development, and QA teams to resolve application issues.
• Works with cross-functional teams to support requests and resolve issues and share information as required.
• Collaborates with Project Managers, Business Analysts, and other project team members as a Subject Matter Expert (SME) as required.
• Shares information and data with other team members for the purpose of cross-training.
• Documents customer interactions and maintains accurate records within appropriate tracking applications like CRM and ITSM Ticketing system.
• Creates and maintains standard operating procedures, reference materials, and training materials.
• Maintains documentation for IT processes, procedures, and case / tickets management.
• Develops and troubleshoots existing processes to resolve issues and make recommendations for improvement.
• Provides validation, required audits, and assist in testing for new or changed features as required.
• Regularly reviews KPI reports and contributes to knowledge, understanding and improvement.
• Ensures all activities comply with established privacy rules, policies, guidelines, and process standards and standard operating procedures.

Qualifications and Skills

• University degree or College diploma in relevant discipline or Post-Secondary Diploma or certificate, preferably in Health-related field, or equivalent combination of education and experience
• 2 years in customer service or related Health Care industry field
• 1-2 years in the IT industry or equivalent work experience considered an asset#LI SW1 #INDEED

This is a remote role.

Hiring Range: 55,500 - 70,800

The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity.

Vacation Entitlement:

In this position, you will be entitled to vacation pay, which will be applied to each pay.

Employee Wellness:

LifeLabs offers an award-winning Wellness Program focused on supporting your total health and well-being under our physical, emotional, and financial wellness pillars. We have been recognized in the industry for our focus on mental health supports.

Employee Giving program:

Designed to support any employee who donates, fundraises or volunteers for a Canadian Registered Charity or Non-Profit Organization.

At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.

In accordance with LifeLabs’ Accessibility Policy, the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

We are committed to the ongoing development of our diversity, equity, and inclusion (DEI) program and have taken steps to strengthen our commitment to our team members and customers, to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

At LifeLabs, we know that we are Stronger Together and that we will benefit from the unique perspectives and experiences that each team member offers.

Vaccinations are highly encouraged at LifeLabs’. Vaccinations may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be fully vaccinated with the current Government approved COVID-19 vaccinations.