Application Administrator / Senior Business Analyst - Contract Lifecycle Management System Digital Operations

 

Provincial Digital Solutions, Provincial Digital Health Information Systems

Burnaby, BC

 

 

Reporting to the Senior Manager, Clinical Applications within Provincial Digital Solutions, Application Administrator/Senior Business Analyst - Contract Lifecycle Management System Digital Operations is responsible for User Onboarding/Support, Incident/Issue Management, Break-Fix, Front End Configuration, Quarterly Release management (e.g. Assess changes w/ super users, Testing) for the Contract Lifecycle Management System. The role will partner closely w/ the Business Area (PHSA Supply Chain/Procurement) to ensure this technology solution continues to support their business workflows and processes of ensuring vendors and suppliers are able to continue to provide their products and services to care delivery. The Application Administrator/Senior Business Analyst will also analyze and document gaps between business requirements and software features and functions and will assist/lead with development and maintenance of statement of work and project plans to address such gaps.

 

What you’ll do 

• User Onboarding/Support: Provide new users with guided setup, training, and ongoing assistance to ensure successful adoption and effective use of the system.
• Incident/Issue Management: Identify, track, and resolve system issues by coordinating troubleshooting efforts and ensuring timely communication with stakeholders.
• Break‑Fix: Diagnose and correct system defects or failures to restore normal functionality as quickly as possible.
• Front End Configuration: Configure and maintain user‑facing system settings, interfaces, and workflows to meet business requirements.
• Quarterly Release Management: Plan, coordinate, and oversee the deployment of quarterly system updates to ensure smooth implementation with minimal disruption.
• Provide strategic planning support and change management services by leading and performing feasibility studies, workload efficiency analyses, using formal data gathering techniques and analysing, designing and implementing appropriate information systems. This includes identifying system deficiencies, user department operational inefficiencies and ways of improving business efficiency functions.
• Provide support for application maintenance, modification and enhancement through programming, database development, report writing and problem solving.
• Analyse system performance and provide recommendations for the development of capacity plans.
• Support operational requirements by assembling, creating and maintaining the required set of information systems technical and operational documentation, according to departmental standards.
• Coordinate and implement new functionality by ensuring documentation, writing and testing of applications and verifying that programs are functional and consistent with specifications.
• Provide system support to users during the development, maintenance and operation of the system by performing duties such as troubleshooting system software problems, testing alternative solutions, and reviewing impact of implemented resolutions over time.
• Develop user documentation and downtime and disaster recovery procedures for assigned applications.
• Provide technical and business direction and guidance to other project staff by identifying staff required, assigning tasks to staff, setting priorities and reassign work when necessary to ensure project deadlines are met.
• In conjunction with senior staff or manager, participate in contract negotiations with vendors.
• Lead and participate in the analysis, acceptance criteria definition, development, testing, training, implementation and maintenance phases of assigned enhancements. Carry out post-implementation reviews and make recommendations for improvements.
• Provide advice and direction to clients on methods to improve performance efficiencies through the use of automated tools and revised work processes.
• Perform other related duties as assigned.

What you bring

 

Qualifications

• A level of education, training and experience equivalent to a Bachelor's degree in Nursing, Engineering, Information Systems, Computer Science, or related discipline, plus a minimum of five (5) years recent related experience which includes clinical information systems implementations and three (3) years in a team lead role.
• Demonstrated knowledge of the historic and ongoing impacts of settler colonialism on Indigenous Peoples in social and health contexts, including supported by significant knowledge of Indigenous-specific mandates, including clear understanding of and commitment to eradicate Indigenous-specific racism and discrimination and embed Indigenous Cultural Safety and Humility.
• Demonstrate comprehensive knowledge of the historic and ongoing impacts of settler colonialism and systemic racism on Indigenous Peoples within social and health contexts. This includes understanding how these factors contribute to current health disparities and barriers to care. Show a clear commitment to identifying, challenging, and eradicating Indigenous-specific racism and all forms of discrimination impacting equity-deserving groups within health care settings. This involves familiarity and understanding Indigenous Cultural Safety and Humility recognizing personal biases, institutional barriers, engaging in anti-racism education and training and advocating for systemic change.
• Demonstrated knowledge and understanding of legislative obligations and provincial commitments within Provincial Digital Solutions, Provincial Digital Health Information Systems contexts found in the foundational documents including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study - BC Human Rights Code, BC Anti-racism Act and how they intersect across the health care system.

Core Competencies

• Brings an understanding of the Indigenous specific racism and the broader systemic racism that exists in the colonial health care structure, and has demonstrated initiatives in breaking down barriers and ensuring a safe environment ensuring a sense of belonging to all and informed by Indigenous Cultural Safety.
• Awareness of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (the Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

Skills & Knowledge

• Proven ability to manage day‑to‑day support operations, including ticket queues, escalations, and service‑level adherence.
• Strong expertise in incident management, root‑cause analysis, and continuous improvement of support processes.
• Demonstrated proficiency with support platforms (e.g., ServiceNow, Jira Service Management, Zendesk, or similar).
• Solid understanding of SaaS environments, troubleshooting methodologies, and basic system configuration.
• Excellent communication, coaching, and stakeholder‑management skills with the ability to guide both users and team members.
• Ability to build and maintain documentation, training materials, and onboarding processes for new users and staff.
• Experience driving customer satisfaction, quality standards, and performance metrics (CSAT, SLAs, response times, etc.).
• Strong problem‑solving abilities and comfort making decisions in fast‑paced or ambiguous environments.
• Familiarity with release management processes and supporting users through changes, upgrades, or new features.
• Demonstrates a commitment to beginning and/or continuing their personal learning journey related to Indigenous-specific racism and dismantling systems of oppression, as well as addressing racism more broadly. Shows willingness to articulate and share their learning experiences to contribute to a culture of motivation and inspiration among peers.
• Demonstrates foundational knowledge of the social, economic, and political realities of settler-colonialism and its impacts on Indigenous peoples and equity-deserving groups within social and health contexts. Understands the impact of social determinants of health-on-health outcomes. Shows a commitment to learning about and upholding legislative obligations and provincial commitments outlined in foundational documents such as the Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place: Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan, Remembering Keegan: A First Nations Case Study, the BC Human Rights Code, Anti-Racism Data Act, and the Distinctions Based Approach.

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, development, and recognition programs that honour the commitment and contribution of all employees.
• 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).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular Full-Time
Salary Range: $76,111 - $109,409. 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: 1795 Willingdon Avenue, Burnaby BC V5C 6E3
Closing Date: Applicants accepted until position is filled
Hours of Work: 08:30-17:00 Monday-Friday
Requisition #: 196685E

 

What we do

 

The Provincial Health Services Authority (PHSA) 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 – Create equity – Be courageous.

 

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

 

PHSA is committed to anti-racism and equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently excluded groups identified under the B.C. Human Rights Code.

 

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes ongoing commitments to Indigenous recruitment and employee experience as well as dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya’k̓ula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca.

 

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and exclusion faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and title of BC First Nations and self-determination of all First Nations, Inuit and Métis communities. PHSA is mandated to uphold legislative obligations and provincial commitments found in the foundational documents including the Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

 

Attention current employees of PHSA:

 

You must apply via your internal profile at http://internaljobs.phsa.ca.

 

The internal job posting expires on April 10, 2026 and will no longer be accessible. If the internal job posting has expired, please e-mail internaljobshelpu@phsa.ca with the six-digit job requisition number and your PHSA employee ID number to be considered as a late internal applicant. Please do not apply for the external job posting.

 

If you have not yet set up an internal profile, please e-mail internaljobshelpu@phsa.ca with your PHSA employee ID number to obtain your temporary password. Our business hours are Monday-Friday 8:30am-4:30pm, excluding Statutory Holidays and a Help Desk Representative will respond to you with 1-2 business days.

 

If you are not a current employee of PHSA and require assistance with your application, please contact the External Careers team at careers@phsa.ca.