About Compugen Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview

We are seeking an experienced Clinical User Experience Analyst to support a large-scale provincial Clinical Information Solution (CIS) transformation.

This role operates at the intersection of clinical user experience, IT Service Management, and project management. The successful candidate will work closely with clinicians, IT teams, Service Desk teams, project leadership, and other stakeholders to improve the technology and support experience for clinical end users.

A key focus of the role will be assessing and redesigning Service Desk processes to create a streamlined, ITIL-aligned support model that enables issues to be resolved quickly and consistently with minimal disruption to patient care.

Key Responsibilities

- Engage with clinicians and other end users to gather and document user experience, workflow, business, service, and technology requirements.
- Conduct on-site assessments within clinical environments to understand user needs, workflows, technology requirements, and support challenges.
- Lead current-state assessments of existing IT and Clinical Service Desk processes, including intake, triage, escalation, and resolution.
- Design streamlined, ITIL-aligned target-state Service Desk processes covering Incident, Request, Problem, and Knowledge Management.
- Develop and refine Service Level Agreements (SLAs), Operational Level Agreements (OLAs),



escalation frameworks, knowledge base content, and self-service capabilities.
- Lead Service Desk, process improvement, service transformation, and endpoint user-experience initiatives from planning through implementation.
- Develop and maintain project charters, work plans, schedules, RAID logs, status reports, and other project management documentation.
- Plan and facilitate workshops with clinicians, subject matter experts, technical teams, and other stakeholders to validate requirements and identify gaps.
- Develop user stories, user personas, use cases, workflows, and other documentation to support business and technology requirements.
- Conduct research and analysis using methods such as usability testing, surveys, Service Desk ticket analysis, and trend analysis to identify user behaviours, pain points, and opportunities for improvement.
- Review and analyze existing business and client requirements and recommend solutions to support clinical standardization and technology adoption.
- Create and maintain detailed process and solution documentation, including workflows, use cases, user guides, and training materials.
- Collaborate with clinical experts to gather input and support the development and refinement of clinical standards.
- Build, validate, and test clinical content within the Clinical Information System.
- Act as a liaison between clinical end users, the CIS vendor, Service Desk, internal IT teams, project teams, and project leadership.
- Develop effective stakeholder communication plans and support the successful implementation and adoption of clinical standards and technology solutions.

Skills &

Qualifications

- Bachelor's degree in Business, Healthcare, Information Technology, or a related discipline. An equivalent combination of education and experience may be considered.
- 3+ years of experience in a formal Project Management capacity, leading process improvement, service transformation,



or technology adoption initiatives from planning through closure.
- 3+ years of experience redesigning, streamlining, or optimizing an IT or clinical Service Desk function.
- Demonstrated experience with Service Desk intake, triage, escalation, resolution workflows, ticketing/ITSM tools, and Service Level Agreements.
- ITIL Foundation certification (v3 or v4) or higher, or a minimum of 2 years of demonstrated hands-on experience applying ITIL practices, including Incident, Request, Problem, and Knowledge Management.
- Demonstrated experience engaging directly with front-line clinicians or end users within healthcare or another complex operational workplace.
- 3+ years of experience leading multi-stakeholder initiatives and developing project charters, work plans, schedules, RAID logs, and status reporting.
- 3+ years of experience applying ITIL-aligned practices to Service Desk redesign and optimization, including current-state assessments, target-state process design, escalation frameworks, SLA/OLA definition, and knowledge management.
- 3+ years of experience facilitating workshops to gather and document business and service requirements.
- Experience developing user stories, user personas, use cases, workflows, and process documentation.
- 2+ years of experience conducting user research through usability testing, surveys, Service Desk ticket/trend analysis, or similar methods.
- Strong communication, facilitation, presentation, stakeholder management, and interpersonal skills.
- Ability to effectively collaborate with clinicians, project teams, subject matter experts, technical teams, and stakeholders at all organizational levels.

Equity Statement At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

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📌 Clinical User Experience Analyst - Contract (Arizona)
🏢 Compugen
📍 Arizona