System Analyst, Health Informatics (Virtual Health)

Salary: The salary range for this position is CAD $31.80/Hr. - CAD $45.71/Hr.Summary:

Providence Health Care is now hiring for a regular full-time Systems Analyst to join their Virtual Health team.

Acts in a manner ensuring the integrity and confidentiality of the data. Monitors data and flags anomalies across various systems to track workflow efficiencies. Advises Corporate Director of variances in data for potential operational review.

Your duties will include:

• Client Support and Issue Resolution: Monitor and troubleshoot multiple platforms, respond to and resolve technical and client issues, escalate unresolved issues as needed, and provide follow-up to ensure high-quality service.
• System Management and Optimization: Oversee and implement system upgrades, tuning, and support procedures to maintain performance, security, and stability across health informatics systems, including documentation of processes and disaster recovery plans.
• Process Coordination and Documentation: Manage system file and folder structures, permissions, and access requests, while ensuring adherence to change management protocols; maintain organized documentation of tasks and procedures for future reference.
• Team Collaboration and Training: Participate in team discussions, contribute to technical procedure development, and deliver staff training and instructional materials to promote innovation and high service levels across the Virtual Health team.

• Bachelor’s Degree in Information Systems, Computer Science or related field, plus three (3) years recent related experience in an information systems technical environment or an equivalent combination of education, training and experience. Experience in providing enterprise support in a complex technology environment and process automation, best practice approach, technology efficiency, and effectiveness is required.

• Expertise in the designated software application(s) and ability in supporting, maintaining, and administering complex applications as a subject matter expert.
• Demonstrated troubleshooting knowledge for technical solutions.
• Demonstrated troubleshooting knowledge on database management, data querying and reporting.
• Advanced proficiency in Microsoft Excel.
• Demonstrated skills in data research, gathering, and business and systems analysis.
• Demonstrated ability to analyze operational problems and recommend innovative solutions.
• Excellent interpersonal, oral and written communication skills with the ability to communicate complex ideas in simple terminology and to translate business needs into application or systems requirements.
• Physical ability to perform the duties of the job.

What We Offer:

• Competitive salary: $62,239 - $89,469 CAD per year, depending on experience
• Comprehensive benefits: Eligible employees receive a robust medical and dental benefits package, including 4 weeks paid vacation starting.
• Pension plan: Work towards a comfortable retirement through employer-matched contributions to one of Canada's strongest pension plans!
• Meaningful impact: Your dedication and expertise will directly impact the lives of patients, including many from marginalized communities, helping contribute to the public healthcare system we're privileged to have here in BC.
• Growth opportunities: We welcome individuals at all stages of their career, offering opportunities for professional development and growth.
• State-of-the-art facilities: The new St. Paul’s Hospital and health campus will be the most innovative approach to the delivery of integrated care in B.C. and Canada, designed to appropriately address the future health needs of patients, families and our communities. From hospital care to primary and community health solutions, the new St. Paul’s Hospital and health campus will continue to lead innovations in care, research, and teaching. The new St. Paul’s Hospital is expected to open in 2027.
• Inclusive culture: We respect the diversity, dignity and interdependence of all persons. We value the cultural richness that our diverse workforce brings to the care of our equally diverse population of patients and residents.

Providence is a non-profit healthcare provider with over fifteen sites, including a large tertiary hospital in the heart of Vancouver’s beautiful and vibrant Downtown, a smaller community hospital in the idyllic Mount Pleasant neighborhood, one of the largest referral centres for rehabilitation in British Columbia, and five long-term care facilities, as well as other clinics.

Guided by the motto “how you want to be treated”, delivering exceptional patient and family-centered care is our mission.

• Coordinates and implements system upgrades and system tuning to ensure maximum performance, security, and stability of systems.
• Contributes and provides input into decisions that involve complex and diverse issues that can have department or organization wide impact. Innovative solutions may be required.
• Develops and updates as necessary, technical support procedures, for a variety of systems for areas such as hardware/software, testing. Ensures system documentation is developed and maintained, including documentation of automated processes, tools, schedules and disaster recovery plans. Develops and communicates plans and procedures for planned downtime.
• Provides staff training and orientation, develops supporting instructional material, and promotes innovation within the team to ensure problem resolution and high service levels.
• Maintains an awareness of current information system industry trends and issues through literature review and contact with peers at other organizations.
• Creates and updates informational material to support existing and new systems including FAQs related to the different platforms.
• Creates and updates reference, resources, demos and reference documents for the different initiatives.
• Monitors the functioning of several platforms, identifies and troubleshoots technical and client issues. Responds to the client, investigates the issue and takes corrective action. Identifies unresolved issues and escalates to Senior Systems Analyst support as required.
• Performs an intake function and assigns work tasks to designated roles/staff by methods such as monitoring team email, reviewing customer requests and requesting additional information; investigating the problem and taking corrective action when needed; categorizing requests according to program and type including routine, batch, and escalated requests; determining priority for escalation requests according to departmental guidelines; and collates requests into designated online folders. Documents issues and maintains records and provides follow up with clients as necessary.
• Establishes a system for file and folder management. Creates a process for folders and/or changes folder structure and their associated permissions. Grants access to secured groups and folders, working in accordance with established procedures and following change management processes.
• Responds to routine customer access requests, including prioritized requests by methods such as acknowledging receipt of the request within required time frames, utilizing communication scripts, checking for completeness of requests and following-up on discrepancies, and checking that the approver is valid according to established criteria (i.e., Director and above) and requesting a valid approver if needed). Monitors own email and shared email box for client responses, provides service updates to clients, and refers problems to Director or designate as required.
• Participates in team meetings and discussions and provides input on the development of service support and technical procedures and criteria.
• Performs other duties as required.

We acknowledge that Providence Health Care and the new St. Paul’s Hospital site is located on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh (Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations.