Address
Form of workIn accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient safety is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
Reporting to the Service-Desk Team Lead, the Senior Service Desk Analyst provides training and support to internal and external users of the PROMIS application to ensure users adopt and optimize the use of the system in supporting clinical operations, clinical quality improvement, administrative excellence, and knowledge development.
What you’ll do
- Conducts training needs analysis and develops learning needs and outcomes. Provides training to user groups and individuals on system clinical applications through formal presentations, demonstrations and one-to-one training. Uses educational technology and self-directed learning methods to implement planned programs, and provides quick reference or additional supporting user documentation. Records user attendance and provides follow up training in scheduled or ad hoc sessions as required.
- Evaluates effectiveness of training programs, activities and resources through formal and informal channels including on-the-job demonstration, surveys, verbal-checks and teach-backs.
- Contributes to the establishment of educational standards for clinical systems training. Develops, reviews, and maintains training processes for clinical utilization of the system, support and communications materials. Develops and maintains user manuals, on-line training, and user reference documentation by revising, editing and distributing documentation.
- Initiates and tracks resolution of reported incidents by gathering information from users, identifying trends and communicating with technical support staff, medical staff, caregivers, allied support staff and management to assist with the resolution of reoccurring problems. Resolves clinical systems utilization incidents and problems by providing resolutions (fixes, workarounds, ad-hoc training etc.) via telephone or email, or investigates problems on-site. Drafts and posts user communications and notifications to support users for system updates, outages or changes. Escalates issues in a timely manner.
- Provides support, instruction and ideas to achieve consistent and accurate data in the clinical application. Participates in application analysis, customizations and testing through inputs and suggestions. Develops and maintains novel approaches to solving clinical systems issues through various methods.
- Provides input into disaster preparedness plans and downtime procedures.
- Maintains operating procedures to achieve targets laid out in SLAs; implements continuous improvement processes to advance the level of service provided and the performance of the team.
- Provides orientation, administrative and technical guidance to new staff members.
A level of education, training, and experience equivalent to a Bachelor’s degree in Nursing, Computer Science, Health Informatics, Health Science, Business or Health Administration and 3 years of experience in health and statistical information in a multi-site environment. Minimum of recent 3 years supporting and/or training for a clinical application. Relevant certification such as those provided by Microsoft, Oracle, ITIL, and/or recognized training certification would be an asset.
Demonstrated record of developing practical training using adult learning principles. Basic enterprise-level experience in the administration and implementation of applications in a large-scale environment. Excellent interpersonal, oral and written communication skills, with the ability to communicate complex ideas in simple terminology. Ability to understand and clearly relate technical information and principles of operation to other members of the organization. Ability to analyze operational problems and recommend innovative solutions. Demonstrated time management skills. Proven ability to plan and execute complex projects with stringent budgets and timelines.
What we bring
Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.
- Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth and development.
- Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
- Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
- Annual statutory holidays (13) with generous vacation entitlement and accruement.
- PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
- Perks include access to fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.
Salary Range: $59,344 – 85,308 /year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
Location: 1200 Burrard Street, Vancouver
Hours of Work: 09:00-17:00 (Monday to Friday)
Requisition #: 135832E
What we do
plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.
Learn more about PHSA and our programs:
PHSA and BCEHS are committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.
Labor Agreement Excluded
Requisition # 135832E-2388992
Work Site 1200 Burrard Street, Vancouver
Job Type Regular, Full-Time
Salary/Rate $59,344.00 - $85,308.00 / Year
FTE 1.00
Hours of Work 09:00-17:00
Work Days Mon, Tue, Wed, Thu, Fri
Expiry Date 09-Dec-2022
