Job Summary:

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic direction of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Within the context of the Supply Chain Performance servicing the province of BC, the Senior Technical Support Analyst reports to the Manager or designate. The Senior Technical Support Analyst develops and maintains knowledge of all virtual health solutions and provides work direction, technical advice and guidance to junior staff on solutions to incidents and tickets requiring further troubleshooting.  Utilizing considerable knowledge of virtual health systems, the role is responsible for in-depth analysis, specification, gathering and identifying requirements, developing and implementing work plans, as well as making recommendations to support the deployment and implementation of new and revised virtual health applications as they transition from project to sustainment, and the evaluation and improvement of technical support processes.  Develops and implements detailed project work plans, procedures and processes, and participates in device testing, evaluation and configuration.

Duties/Accountabilities:

1.    Responds to system incidents and other tickets by performing tasks such as gathering information and feedback from user departments, working with Senior Application Engineers and Senior Technical Specialists to investigate and prioritize incidents and tickets according to potential impact, analyze and diagnose problems, and formulate solutions; escalates unresolved incidents and tickets as required, and communicates progress on tickets to the service desk, customers, and/or other teams.

2.    Provides work direction, technical advice and guidance to junior staff for tickets requiring further troubleshooting; assisting with work priorities within the portfolio; ensures that the established standards are followed and determines   related training requirements and refers unresolved operational and staffing issues to the Manager or Team Lead. Under the direction of the Manager or Team Lead, participates in the recruitment of staff by reviewing applications, providing feedback and input on candidates.  Assigns work tasks to junior and intermediate Technical Support Analysts.

3.    Functions as a senior resource by working on complex large/medium initiatives and projects that have a significant impact on client departments by reviewing work requests for new virtual health applications, analyzing requirements and feasibility, participates in planning and development, identifying conflicting requirements and completing an impact analysis, estimating tasks and timelines, determining staff and timelines, mapping out current and future state workflow, and calculating cost estimates and making recommendations.

4.    Analyzes current virtual health applications and systems and identifies the need for system adjustments and/or new systems to improve operating activities.  Works on requests to enhance functionality for virtual health applications by gathering detailed information from users, performing gap analysis, implementing configuration changes and ensuring changes do not regress any existing work flows.  Develops instructional material for Technical Analysts and operations staff regarding modifications to systems programming.

5.    Develops and implements detailed project plans for Supply Chain clients, coordinates meetings to review project status, tracks project progress and prepares project reports for the Manager or Team Lead’s review.

6.    Working with the Manager or designate, drafts technical support processes and standard operating procedures.  Prepares workflow diagrams, suggests revisions to established procedures and participates in projects to ensure departmental requirements are met. Highlights changes required to staff and users to promote effective practice and service deliverables and brings forward solutions.

7.    Works in conjunction with other Supply Chain members on a variety of duties related to device testing, evaluation, configuration and overall support as required for virtual health technology solutions.

8.    Attends team meetings, participates in team discussions and projects, and actively participates in continuous quality and process improvement activities by reviewing job workflow, reporting system issues and errors, and providing input/feedback to the Manager or designate such as identifying roadblocks and inefficiencies, and proposing possible solutions.

9.    Performs a variety of duties related to disaster recover planning by performing tasks such as developing, documenting and testing emergency recovery plans (ERP) to support business continuity.

10.    Performs other related duties as assigned.

Qualifications:

Education, Training and Experience

•    Graduation from a recognized degree or diploma program in Computer Science, three (3) years' recent related experience, or an equivalent combination of education, training and experience.


Skills and Abilities

•    Ability to communicate effectively both verbally and in writing.
•    Ability to deal with others effectively.
•    Ability to organize work.
•    Ability to write programs in a variety of programming languages.
•    Ability to operate related equipment.
•    Physical ability to carry out the duties of the position.