Salary Range: $76,111-$109,409/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.

Summary of Responsibilities

 

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.

Duties/Accountabilities:

1. User Onboarding/Support: Provides new users with guided setup, training, and ongoing assistance to ensure successful adoption and effective use of the system.
2. Incident/Issue Management: Identifies, tracks, and resolves system issues by coordinating troubleshooting efforts and ensuring timely communication with stakeholders.
3. Break‑Fix: Diagnoses and corrects system defects or failures to restore normal functionality as quickly as possible.
4. Front End Configuration: Configures and maintains user‑facing system settings, interfaces, and workflows to meet business requirements.
5. Quarterly Release Management: Plans, coordinates, and oversees the deployment of quarterly system updates to ensure smooth implementation with minimal disruption
6. Provides strategic planning support and change management services by leading and performing feasibility studies, workload efficiency analyses, using formal data gathering techniques and analyzing, designing and implementing appropriate information systems. This includes identifying system deficiencies, user department operational inefficiencies and ways of improving business efficiency functions.
7. Provides support for application maintenance, modification and enhancement through programming, database development, report writing and problem solving.
8. Analyses system performance and provides recommendations for the development of capacity plans.
9. Supports operational requirements by assembling, creating and maintaining the required set of information systems technical and operational documentation, according to departmental standards.
10. Coordinates and implements new functionality by ensuring documentation, writing and testing of applications and verifying that programs are functional and consistent with specifications.
11. Provides 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.
12. Develops user documentation and downtime and disaster recovery procedures for assigned applications.
13. Provides technical and business direction and guidance to other project staff by identifying staff required, assigning tasks to staff, setting priorities and reassigns work when necessary to ensure project deadlines are met.
14. In conjunction with senior staff or manager, participates in contract negotiations with vendors.
15. Leads and participates in the analysis, acceptance criteria definition, development, testing, training, implementation and maintenance phases of assigned enhancements. Carries out post-implementation reviews and makes recommendations for improvements.
16. Provides advice and direction to clients on methods to improve performance efficiencies through the use of automated tools and revised work processes.
17. Performs other related duties as assigned.

Qualification

• 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.
• 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.