IT SYSTEMS ANALYST – DIGITAL CHANNELS & SYSTEMS

Job Title: IT Systems Analyst – Digital Channels & Systems

Reports to: Lead, Applications

Status: Full-time Permanent

Direct Reports: None

Travel Requirements: No

Number of Vacancies: 1

Office Hours: 8:30AM – 4:30PM

Website support may require after hours work/support

Healthcare Insurance Reciprocal of Canada (HIROC) is a trusted healthcare safety advisor, committed to offering a full spectrum of insurance, risk and claims management products and support.

HIROC knows healthcare as it’s the largest not-for-profit healthcare liability insurer in the country, with over 700+ healthcare organizations part of the Reciprocal. Combined with sage counsel and risk management solutions, HIROC works with its partners to increase safety.

As a Reciprocal, HIROC is governed by its Subscribers and remains an creative, agile, and proactive partner. Since its inception in 1987, the not-for-profit has returned over $260 million to the healthcare system. HIROC’s 35 years of data is combined with its extensive experience to advise and share learnings, all with the goal of scaling knowledge and increasing safety across Canada’s healthcare system.

One common thread running through HIROC’s culture is the feeling of being part of something unique: partnering to create the safest healthcare system – HIROC’s vision.

Each employee has the opportunity to find their calling and help build a stronger organization designed to meet the needs of its Subscribers. As a Top 100 GTA Employer ten years running, HIROC employees are empowered to find solutions and create amazing experiences in service to its Subscribers.

Join us and be part of the team working to make a difference.

SUMMARY:

The IT System Analyst plays a pivotal role in the Performance Excellence and Information Services (PEIS) department. The position supports and manages HIROC’s digital channels, including the corporate website, subscriber portals and related online services. The role is responsible for website and content management, coordinating website development and improvements, resolving technical issues, and providing support to HIROC staff and Subscribers.

The position works with business teams, IT staff and external vendors to ensure HIROC’s digital services are reliable, secure, easy to use and meet business needs.

KEY RESPONSIBILITIES:

Digital Channels and Website Management

- Manage the day-to-day operation and support of HIROC’s website, subscriber portals and other digital channels.
- Administer website content management systems such as Drupal, WordPress or similar platforms.
- Coordinate website updates, enhancements, upgrades and development work with internal teams and external vendors.
- Manage website content publishing, page updates, forms, links, documents and user access.
- Monitor website and portal availability and resolve service or performance issues.
- Support website integrations with other HIROC applications and services.
- Ensure website changes meet HIROC requirements for security, privacy, accessibility and usability.
- Maintain documentation for website administration,



configurations, processes and support procedures.

Technical Support

- Provide technical support to HIROC staff and Subscribers using websites, portals and other digital services.
- Investigate and resolve incidents, access problems and application issues.
- Track support requests from initial reporting through resolution.
- Escalate complex issues to vendors or other IT teams and follow through until resolved.
- Identify recurring problems and recommend improvements that reduce support requests.

Systems Analysis and Improvement

- Gather and document business and user requirements for digital services and system changes.
- Review existing systems and processes and identify opportunities for improvement.
- Coordinate system changes, upgrades and enhancements.
- Test website, portal and application changes before they are released.
- Document test results, issues and required corrections.
- Work with business teams to confirm that completed changes meet their requirements.

Vendor and Service Management

- Coordinate work performed by website developers, hosting providers and other technology vendors.
- Track vendor issues, changes, deliverables and service commitments.
- Support planning and delivery of digital channel projects and improvements.
- Maintain effective working relationships with business teams, Subscribers and technology partners.

KNOWLEDGE SKILLS & ABILITIES:

- Strong experience with website and content management systems such as Drupal, WordPress or similar platforms.
- Experience supporting websites, customer or subscriber portals and online services.
- Strong troubleshooting and problem-solving skills.
- Understanding of website administration, content publishing and website development processes.
- Basic knowledge of HTML, CSS and web technologies.
- Experience managing user access and permissions.
- Experience testing website and application changes.
- Strong written and verbal communication skills.
- Ability to explain technical issues in clear, simple language.
- Ability to manage several priorities and follow issues through to completion.
- Strong customer service and relationship management skills.
- Knowledge of Microsoft Entra ID, Okta or similar access management solutions is an asset.
- Knowledge of document management and secure file transfer systems is an asset.
- Knowledge of the Canadian healthcare or insurance sector is an asset.

EDUCATION, TRAINING & EXPERIENCE:

- University degree or college diploma in Information Technology, Computer Science, Information Systems, Web Development or a related field, or equivalent experience.
- Minimum five years of experience supporting business applications, websites, digital channels or related IT systems.




- Experience administering a content management system and supporting external-facing websites or portals.
- Experience working with website developers, technology vendors and business teams.
- Experience providing technical support to both internal and external users.

WORKING CONDITIONS:

- Working at a computer for much of the day.
- HIROC is committed to a hybrid work environment, which includes 2 days per week in office, with departments meeting in person at least two times per month, as per HIROC’s Hybrid Work Policy. HIROC’s hybrid mode provides opportunities for team building, education, leadership development and cross departmental relationship building.

HOURS OF WORK:

- Monday – Friday 8:30am – 4:30pm
- Website support may require after hours work/support

SALARY RANGE: $85,000.00 - $105,000.00

The salary range offered for this position will be determined by a variety of factors including the candidate’s skills, competencies, qualifications and relevant experience, in accordance with HIROC’s Compensation Policy.

Learn more about the benefits we offer at HIROC by visiting https://www.hiroc.com/about-us/careers TO APPLY: Please submit your résumé to [email protected] In order to be considered for this position, please include a current résumé or detailed qualifications summary with your application. Only those selected for an interview will be contacted.

At HIROC we do not use AI (Artificial Intelligence) or automated screening tools at any stage of our hiring process. Every application is reviewed by our hiring team. If you have any questions regarding our recruitment process, please reach out to our Human Resources Department at [email protected]

HIROC is committed to fostering a climate of equity, diversity, inclusion, and accessibility. HIROC respects the diversity of all members of its community and welcomes applications from those who have demonstrated a commitment to the values of equity, diversity and inclusion. Applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Métis and Inuit peoples, racialized persons, persons with disabilities, those who identify as women, 2SLGBTQ+, individuals who self-identify on the basis of any of the protected grounds under the Human Rights Code and/or others who may contribute to the further diversification of ideas within its community are encouraged.

HIROC is committed to fair assessment of a candidate’s abilities, and consideration for diversity of thought, method, and experience, including non-traditional career paths.

HIROC is committed to providing a barrier-free environment for all stakeholders, including its participants, employees, job applicants, suppliers, the public and any visitors who may enter its premises, access its information, or use its services. As an organization, HIROC respects and upholds the requirements set forth under the Accessibility for Ontarians with Disabilities Act (AODA) and its associated standards and regulations and will ensure that HIROC offers a safe and welcoming environment that is respectful of each person's dignity and independence.

📌 IT Systems Analyst - Digital Channels & Systems (Toronto)
🏢 Healthcare Insurance Reciprocal of Canada (HIROC)
📍 Toronto