Client: Service New Brunswick / Government of New Brunswick

Location: Remote – Canada

Travel: Must be available to travel to New Brunswick at least once per month

Contract: 2 Years, with two optional 1-year extensions

Contract Dates: August 17, 2026 – August 16, 2028

Employment Type: Full-Time Contract
Number of Positions: 2
Standard Workday: 7.5 hours
About the Opportunity Service New Brunswick / Government of New Brunswick is seeking experienced Clinical User Experience Analysts (BA2) to support the Provincial Clinical Information Solution (CIS) – Symbio Program .

Recent Brunswick is undertaking a major transformation to transition from multiple standalone hospital information systems toward a unified, standardized, and integrated Clinical Information Solution. This role will focus on improving the experience of clinicians and other clinical end users by combining clinical user experience, IT Service Management (ITIL), Service Desk optimization, and formal Project Management capabilities.

The successful candidate will work at the intersection of clinical operations, technology, service management, and project delivery to ensure clinicians have intuitive, reliable, and effective technology and support services.

Key Responsibilities Clinical User Experience & Requirements Engage directly with front-line clinicians and clinical end users across various healthcare settings to understand their needs, workflows, pain points, and service requirements.

Conduct user experience and workflow assessments to identify opportunities for improving clinical technology and support services.

Elicit, analyze, validate, document, and prioritize clinical user experience, business, and service requirements.

Work closely with clinical subject matter experts, CIS teams, internal IT teams, Service Desk personnel, vendors, and project leadership.

Translate clinical and operational needs into clear business and service requirements.





Facilitate workshops and working sessions to validate existing requirements and identify new business and information technology requirements.

Conduct gap analysis between current-state processes and desired future-state capabilities.

Lead current-state assessments of IT and/or clinical Service Desk processes.

Analyze and optimize intake, triage, escalation, resolution, ticketing, and ITSM workflows .

Design streamlined, ITIL-aligned target-state Service Desk processes.

Apply ITIL practices covering Incident, Request, Problem, and Knowledge Management .

Develop and improve escalation frameworks and service management processes.

Define and support Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) .

Support the development of knowledge bases and self-service capabilities.

Identify opportunities to improve service efficiency, consistency, usability, and clinician satisfaction.

Project Management Lead process improvement, service transformation, and technology adoption initiatives from planning through closure.

Develop and maintain project charters, work plans, schedules, and project documentation.

Maintain RAID logs covering risks, actions, issues, and decisions.

Prepare and deliver project status reports to project leadership, governance bodies, and stakeholders.

Coordinate activities across multiple stakeholder groups and workstreams.

Track project progress, dependencies, risks, issues, actions, and decisions.

Support implementation and adoption of service and technology improvements.

Ensure project activities remain aligned with defined objectives, timelines, and expected outcomes.

Facilitation,



Research & User Experience Analysis Lead stakeholder workshops to identify and articulate business and service requirements.

Develop and facilitate sessions involving clinicians, SMEs, project teams, technology teams, and leadership.

Develop and/or contribute to user stories, user personas, and use cases .

Conduct usability testing, surveys, service desk ticket analysis, and trend analysis.

Analyze user behaviour, pain points, service trends, and operational needs.

Use research findings to recommend practical improvements to clinical technology and support services.

Present findings, recommendations, requirements, and project updates to stakeholders at all levels.

Clinical Information Solution Support Support clinical standardization and CIS implementation activities.

Collaborate with clinical experts to gather input and insights for clinical standards.

Build, validate, and test clinical content within the CIS.

Collaborate with project teams to support smooth implementation and adoption of clinical standards.

Develop and maintain process and solution documentation, including workflows, use cases, user guides, and training materials.

Support stakeholder communication and change/adoption activities associated with CIS implementation.

Requirements Mandatory Qualifications & Experience Candidates must clearly demonstrate all mandatory requirements below.

M1 – Education Bachelor's-level university degree in Business, Healthcare, Information Technology, or a related discipline .

An equivalent combination of education and experience may be considered.

M2 – Project Management Experience Minimum 3 years of demonstrated experience in a formal Project Management capacity .

Experience leading process improvement, service transformation, or technology adoption initiatives from planning through closure.

Hands-on experience with:

Schedules/work plans

RAID logs

Project planning and execution

#J-18808-Ljbffr

📌 Clinical User Experience Analyst (Alberta)
🏢 SereneAid
📍 Alberta