Summary

JOB SUMMARY:

Reporting to the Leader, Business IT Solutions, the Systems Analyst, Business IT Solutions is responsible for the administration and support of Providence Health Care (PHC) business systems, applications, and related automations. This includes Computerized Maintenance Management Systems and other designated systems or services.

The Systems

Analyst provides hands-on technical support for business and clinical teams across PHC. This role plans, coordinates, and implements system initiatives such as enhancements and upgrades. Responds to break/fix incidents in a timely manner, troubleshoots user access and provides support by investigating and resolving problems, following change management processes and referring unresolved problems to the Leader, Business IT Solutions. Acts in a manner ensuring the integrity and confidentiality of the data. Monitors data and flags anomalies across various systems to track workflow efficiencies. Advises the Leader, Business IT Solutions of variances in data for potential operational review.

QUALIFICATIONS:

Education, Training and Experience

Bachelor’s Degree in Information Systems, Computer Science or related field, plus four (4) years recent related experience in an information systems technical setting or an equivalent combination of education, training and experience. Experience in providing enterprise support in a complex technology environment and process automation, best practice approach, technology efficiency, and effectiveness is required.

Skills and Abilities

- Expertise in the designated software application(s) and ability in supporting, maintaining, and administering complex applications as a subject matter expert.
- Demonstrated troubleshooting knowledge for technical solutions.
- Demonstrated troubleshooting knowledge on database management, data querying and reporting.
- Advanced proficiency in Microsoft Excel.
- Demonstrated skills in data research, gathering, and business and systems analysis.
- Demonstrated ability to analyze operational problems and recommend innovative solutions.
- Excellent interpersonal, oral and written communication skills with the ability to communicate complex ideas in simple terminology and to translate business needs into application or systems requirements.




- Administrative experience with Jira, including configuring workflows, permissions, and projects.
- Physical ability to perform the duties of the job.

1.Coordinates and supports the planning and, coordination of system upgrades, integrations, and performance optimization activities to ensure enterprise-wide system reliability, security, and scalability. Provides expert recommendations on long-term architectural improvements.

2.Contributes to and provides input into decisions involving highly complex and multi-faceted issues with potential department or organization-wide impact. Oversees monitoring and operational performance of multiple enterprise platforms, applying expert troubleshooting to resolve complex technical and client issues. Determines when escalation is necessary and collaborates with the Leader, or other technical experts on high-severity incidents.

- Develops and updates as necessary, technical support procedures, for a variety of systems such as hardware/software environments and testing frameworks. Ensures system documentation is developed and maintained, including documentation of automated processes, tools, schedules and disaster recovery plans. Develops and communicates plans and procedures for planned downtime.
- Provides staff training and orientation, develops supporting instructional material, delivering training, and fostering a culture of innovation and continuous improvement to achieve high service levels.
- Maintains a strong awareness and knowledge of current industry trends, emerging technologies, and best practices, and proactively evaluates their potential application to organizational systems and strategies.
- Develops and maintains enterprise level knowledge resources, including FAQs, user guidance, and operational materials to support both new and existing systems across multiple platforms.
- Creates and updates references,



demos and resource documentation to support major initiatives, system enhancements, and new technology deployments. Oversees creation and maintenance of comprehensive system documentation, automated workflows, operational playbooks, and disaster recovery strategies.
- Coordinates client access requests and authorization requests, by methods such as acknowledging receipt of the request within required time frames, checking for completeness of requests and following up on discrepancies. Ensuring adherence to policy, validating approval authorities, and providing clear and timely communication. Monitors own email and shared email box for client responses, provides service updates to clients.
- Performs an intake function and assigns work tasks to designated roles/staff by methods such as monitoring team email, reviewing client department requests and requesting additional information; investigating the problem and taking corrective action when needed; categorizing requests according to program and type including routine, batch, and escalated requests; determining priority for escalation requests according to departmental guidelines; and collates requests into designated online folders. Documents issues, maintains records and provides follow-up with clients as necessary.
- Establishes a system for file and folder management. Creates a process for folders and/or changes folder structure and their associated permissions. Grants access to secured groups and folders, working in accordance with established procedures and following change management processes.
- Participates in team meetings and discussions and provides input on the development of service support and technical procedures and criteria. Leads the development and communication of enterprise downtime and recovery plans.
- Performs other duties as required.
- Administer and maintain Jira, including workflows, permissions, and project configurations.

Job Accuracy Posting Flag

The hours of work, including start and stop times, days off, work area and work site may be subject to change consistent with operations requirements and applicable provisions of the Collective Agreement and statutes. Testing may be required. *A criminal record check may be required

📌 Systems Analyst, Business IT Solutions (Vancouver)
🏢 Providence Health Care
📍 Vancouver