Bayshore HealthCare Looking for Applications Analyst (Hybrid) at Markham, ON Full Time

ABOUT THE ROLE

We are in search for an Application Analyst who will be a key member of the Bayshore Specialty Rx team, reporting to the System Transformation Specialist. The successful candidate will focus on support and functional system administration for the pharmacy operations system. This includes system setup, testing software upgrades, and ensuring functionality and usability of the software applications are aligned with Bayshore’s priorities and enabling company employees to do their work effectively. This work will support greater integration of services and operations to improve overall operational efficiency, employee and client experience.

A DAY IN THE LIFE

The Application Analyst will provide first line application support, resolving technical queries, and communicating solutions directly to customers or internal team members . He or she is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for the various system users and providing root cause analysis with recommendations for improvements. He or she will also work closely with Information Technology in the areas of data and system maintenance, and testing. The Application Analyst will use his/her excellent communication skills to keep all users updated and work progressing and aligned. Fostering and developing strong relationships with internal users will be essential to be successful in this role. The Application Analyst will work with the various business departments to understand their needs for the software and any issues they are experiencing.

Your role

Support of technical issues and work with vendors to get them resolved in a timely manner and ensure customer satisfaction:

• Responsible for monitoring and responding to open tickets submitted through an incident management system
• Prioritize and handle incidents
• Prioritize and handle service requests review and requests for change (RFCs)
• Configure, and administer software configuration changes
• Responsible for coordinating and developing training and reference materials
• Troubleshoot errors and application issues via periodic testing and other methods

Project support to deliver new/enhancements to software solutions

• Business requirement gathering
• Identify opportunities for process improvement and contribute to departmental initiatives
• Identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency of the team to enhance overall client experience
• Observe and communicate potential application risks and improvements in support of effective issue prevention and risk mitigation
• Assist on rollouts/implementations

WHAT YOU BRING TO THE TEAM

• University/College Degree in Business Management, Technology Management or Health Management or equivalent;
• Must have systems support experience
• 2+ years if internal or external SAAS client-facing application support experience preferably in a healthcare setting
• Experience working with Service-Now ITSM or other types of service management
• Strong analytical skills to assess, interpret and recommend actions based on the organizational needs;
• Excellent verbal and written communication skills with the ability to communicate information/ideas, in a manner that is easily understood by others;
• Excellent computer skills e.g., Microsoft Word, Excel and Powerpoint, required;
• Ability to deal with situations where information is difficult to obtain, complex or ambiguous;
• Ability to interact with people from all disciplines/levels, be flexible/adaptable to change and maintain confidentiality;
• Ability to work well independently and collaboratively as a team player with a variety of staff/stakeholders to undertake detailed analysis, report generation and project implementation;
• Demonstrated team player with the ability to be flexible and adaptable to change;

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. At Bayshore all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two dose vaccine series or one dose of a single- dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the official start date of hire. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.

Bayshore opereates in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and applicable Provincial Human Rights Code.