Deliverables:

• Lead, coordinate and monitor ticket support for health service providers provisioned on to LTCCASB/CCIM hosted MIS and HRIS, and escalate as required.  
  
• Monitor ongoing requests for service (e.g., onboarding, mergers), coordinate resources to meet requests and communicate expectations to health service provider clients.  
  
• Manage the overall secretariat of LTCCASB/CCIM governance structures including meeting preparation, follow up on action items, and circulating detailed minutes. Facilitate working group sessions both internally and externally as required. 
  
• Create, manage, and publish communications through the approval process 
  
• Work with senior management to prepare for executive briefings and respond to requests for information. Provide/prepare stakeholder communication documents, executive level presentations, reports, and briefing materials. 
  
• Provide business needs analysis and create business and system requirements documentation, including functional and non-functional requirements, use cases, and data and process flow diagrams  
  
• Follow industry best practices, processes, and policies that are required to maintain and support privacy and security requirements.
  

Requirements

Experience and Skill Set Requirements:

Must Haves:

• Experience with Microsoft Dynamics GP, BSSI HFM and Logibec Quadrant Workforce Solutions
  
• Experience with coordinating Service Desk operational activities and technical projects that involve Personal Information Protection and Electronic Documents Act (PIPEDA)
  

Skill Set Requirements:

Public Sector Experience:

• 2+ years working in Public Sector in Health Care
  
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health information (PHI)
  

Management and Communication Skills:

• Proven track record for building strong working relationships
  
• Strong interpersonal, and verbal and written communication skills
  
• Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively
  
• Excellent analytical, problem-solving, and decision-making skills
  
• Ability to apply strong listening skills to facilitate issue resolution
  
• A motivated, flexible, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines
  

Technical Skills:

• Experience with Microsoft Dynamics GP, BSSI HFM and Logibec Quadrant Workforce Solutions
  
• Experience with the following technologies:
  

• MS Projects
  
• MS Teams
  
• MS Power Point
  
• MS Excel
  
• MS Visio
  
• AODA compliance
  
• OTR
  

• Knowledge of ITIL and service management industry best practices including execution of change management and incident management processes
  
• Experience with coordinating Service Desk operational activities and technical projects that involve Personal Information Protection and Electronic Documents Act (PIPEDA)
  

General Skills and Experience:

• Demonstrated knowledge of IT project management standards, tools, techniques, and methodologies, including the Project Management Institute (PMI) Project Management Body of Knowledge (PMBoK)
  
• Experience managing change, including documenting change requests, change implementation plans, SDLC, resource schedules and back-out plans for IT infrastructure projects
  
• Experience tracking and reporting on status for multiple stakeholder groups including clients