Must-Have Skill Set

- 3+ years of Project Management experience leading process improvement, service transformation, or technology adoption initiatives.
- 3+ years of experience in IT/Clinical Service Desk redesign and optimization, including intake, triage, escalation, resolution workflows, ITSM/ticketing tools, and SLAs.
- ITIL Foundation v3/v4 certification or equivalent hands-on experience with Incident, Request, Problem, and Knowledge Management.
- Proven experience working directly with clinicians/front-line healthcare users to gather user experience, workflow, and service requirements.
- Robust Business Analysis experience including requirements elicitation, validation, gap analysis, process analysis, and solution documentation.
- Strong facilitation and workshop skills, including developing user stories, user personas, use cases, and business requirements.
- Experience with process mapping,



workflow documentation, user guides, training materials, and knowledge-base/self-service content.
- Experience conducting user research, usability testing, surveys, and service desk ticket/trend analysis.
- Strong stakeholder management and communication skills, working with clinicians, SMEs, IT teams, vendors, and project leadership.
- Bachelor's degree in Business, Healthcare, Information Technology, or related discipline, or equivalent combination of education and experience.

Nice to Have: Clinical Information System (CIS/EHR) implementation experience such as Epic, Cerner/Oracle Health, or Meditech Expanse; PMP/PRINCE2/CAPM; French/English bilingual capability; and New Brunswick healthcare/GNB experience.

📌 Business Analyst II (New Brunswick)
🏢 ThoughtStorm
📍 New Brunswick