Job Description

Posting: 879220

POSITION: Analyst, Service Management
DEPARTMENT: UHN DIGITAL
LOCATION: Atrium on Bay
STATUS: Permanent - Full Time
Salary: H005 - 59,574 - $74,000(based on qualifications and experience)

Transforming Healthcare Delivery - University Health Network (UHN) is Canada's largest academic health sciences center and is affiliated with the University of Toronto. Building on the strengths and successes of our four remarkable hospitals and academic institutes: Toronto General Hospital, Toronto Western Hospital, Princess Margaret Hospital, Toronto Rehabilitation Institute, and Michener Institute, UHN brings together new tools, technologies and talent to make us an international leader in healthcare and the ideal place to build your health technology career. For more information on UHN, visit .

UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.

Overview of the position:

Staffing is required to facilitate the insourcing of this previously outsourced Managed Services function.

The Service Management Analyst is responsible for supporting all aspects of the service management processes. This includes incident management, major incident coordination, change management, knowledge management, configuration management and dashboard reporting activities. The Service Management Analyst will also work to identify opportunities to improve the day-to-day operations of the process.

KEY RESPONSIBILITIES

• Support and enforce established service management standards, procedures and processes
• Manage, maintain and document processes, procedures, tasks and documentation related to service management
• Coordinate, track and support on-going ITSM training
• Supports the creation and maintenance of ITSM reporting, optimizing the management of data sources and data management.
• Automate reporting from data sources where possible
• Define and maintain common Service Management reporting formats, data sources and definitions.
• Proactively analyzes process activities and process data to identify reporting improvement, process improvements and key areas of focus for operational leads
• Facilitates process forums, regular meetings and manages meeting actions
• Able to run reports on incident metrics/KPIs on ITSM tool (Service Now) to measure the effectiveness of the service management process.
• Supports, change, incident, knowledge and problem managers as required.
• After hours on call availability may be required on a rotating schedule to ensure 24/7/365 coverage
• Document and report on all work performed in the UHN Digital incident and problem management ITMS tool
• Build presentations and reports to demonstrate ITSM metrics, implementation progress and accomplishments
• Update knowledge articles, where appropriate
• Enters time in the Time Capture System (ChangePoint).
• Performs UHN Emergency Fan Out.
• Represents UHN Digital in a professional manner with internal and external stakeholders
• Interact and escalate with ITSM leads as required

EDUCATION AND EXPERIENCES

• At minimum, completion of a 2 year college program in Computer Science/Information Technology or recognized equivalent required
• At minimum over 3 years up to and including 4 years practical and related experiences and/or 1 year on-the-job training required
• ITIL v3 Foundations
• Intermediate Certification (PPO/RCV or ST/SO) an asset

• PPO = Planning, Protection & Optimisation
• RCV = Release, Control & Validation
• ST = Service Transition
• SO = Service Operation
• Experience with Service Now an asset
• Experience in Service Management related function or Business analyst role
• Experience working in healthcare or regulated environment of similar complexity preferred
• Experience and working knowledge of Incident, Problem and Change Management principles, methodologies and tools required.
• Proven leadership, project and organizational skills to work with middle management and execute work activities to meet IT and customer expectations
• Understands how various issues affect each other and the impact on the IT environment and the organization's ability to deliver care.
• Excellent interpersonal and written communication skills
• Ability to manage time and meet multiple deadlines in a fast paced work environment
• Detailed orientated, process focused, self-motivated and the ability to multi task
• Communicates in a clear, concise manner both written and verbal.
• Able to work with minimal supervision on simple to moderately complex tasks.
• Able to work with multidisciplinary teams in a positive and productive manner.
• Ability to effectively deal with high priority unscheduled tasks and problems.
• Self-motivated team player.
• Ability to operate a personal computer and working knowledge of Windows 10, Microsoft Office products and Outlook.
• Customer service excellence

Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code

If you are interested in making your contribution at UHN, please apply on-line. You will be asked to copy and paste as well as attach your resume and covering letter. You will also be required to complete some initial screening questions.

POSTED DATE: August 5, 2022 END DATE: November 10, or Until Filled

Staffing Advisor, Human Resources AOB - Posting #879220

For current UHN employees, only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, and possess all the required experience and qualifications should apply.

University Health Network thanks all applicants, however, only those selected for an interview will be contacted. UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.