Job Description

POSITION SUMMARY:

The PointClickCare Solution Analyst role is to support the planning, design, configuration, and launch of business improvements in support of organizational processes across our Senior's Living business line. This includes identifying, analyzing, configuring, and validating business needs to ensure alignment to the required business capabilities. A key aspect of this role involves using your Clinical Informatics knowledge to support and optimize the use of PointClickCare, our core platform for senior care operations, ensuring it meets evolving business and clinical requirements. Responsibilities also include gathering and analyzing data in support of business cases, requests for proposal and systems requirements. The Application Support Analyst may also be responsible for generating and compiling reports based on the findings, complete with probable causes and viable solutions to systems issues. This individual will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve systems issues to maximize the benefit of IT system investments.

POSITION RESPONSIBILITIES:

Application Configuration/Support

Actively support the application portfolio across the Seniors Living line of business. Clarify and translate business requirements/objectives into functional specifications and designs. Configure new software features to enhance business capabilities and/or efficiencies. Independently or in collaboration with peers, configure enhancements based on defined business requirements. Design test scripts and lead testing to align to defined specifications. Support in-depth root cause analysis of problems and contribute to the associated mitigations. Migrate new enhancements/configurations across various platform phases (DEV to UAT to Prod) Ensure consistency and standardization across multiple instances of the same solution, where necessary. Provide onboarding/offboarding support based on defined SLA's. Resolve and document application incidents and defects. Manage vendor escalations and vendor relationships in facilitating resolution of issues. Develop and maintain user manuals and guidelines. Support the implementation and integration of new clinical modules as part of organizational projects. Deliver end-user training to support successful system use and project rollouts. Maintain system security by managing user roles, access rights, and permissions in PCC in compliance with applicable legislation and organizational policies. Perform monthly/quarterly audits and create relevant reports for stakeholders.

Assist in Creating Application Efficiencies

Assist in the definition, development, and documentation of business requirements, and specifications on a project-by-project basis, taking into consideration platform capabilities. Create systems models, specifications, and diagrams to assist with the interpretation of business requirements into feasible options and communicate these to business stakeholders. Conduct and/or assist in prototyping new capabilities to enhance business processes, operations, and information process flow. Develop an understanding of existing business processes and recommend changes that leverage best usage of a platform and/or solution. Maintain appropriate Change Management documentation for Production changes.

QUALIFICATIONS:

Bachelor's degree in computer science, or Information Systems or other technically relevant degree. Minimum 4 years of Application Support Analysis experience, with at least 2 years' experience configuring PointClickCare. Solid understanding and experience supporting and configuring PointClickCare is a must. Healthcare experience/knowledge is highly preferred. Good understanding of Clinical Informatics with the ability to translate clinical needs into system requirements and capabilities is highly desirable. Experience supporting requirements definition and configuration of Cloud and/or SaaS based solutions. Familiarity with best practices and governance related to clinical information systems. Ability to assess and understand solutions at a platform level and make recommendations to ensure consistency and standardization across the platform. Ability to work effectively with front-line functional areas, end-users, and other IT professionals, specifically in building relationships and managing expectations. Experience in defining, implementing and/or enhancing operational processes and templates. Senior's Living and/or related business knowledge is an asset.

SKILLS/COMPETENCIES:

Define and communicate timelines, resource needs, and deliverable expectations to stakeholders. Ability to conduct research into production issues Strong customer service skills. Working knowledge of ITSM/ITIL process analysis and improvement (Change and Incident management) Ability to work independently with minimal supervision. Strong written, oral, and interpersonal communication skills Ability and willingness to work in a collaborative environment Ability to work flexible hours

Why Join SE Health?

Competitive Compensation

- Enjoy a Total Rewards package including salary, benefits, pension, performance incentives, on demand pay and exclusive staff perks.

Flexibility & Support

- Our SE Flex program offers a unique hybrid model with work-from-home options, flexible scheduling, and a supportive culture to help you thrive.

Meaningful Impact

- As a Social Enterprise, your work directly supports improving lives across Canada. Your voice matters, and innovation is encouraged.

Growth & Development

- Access tuition assistance, training, and career advancement opportunities across our growing organization.

ABOUT US:

At SE Health, our people are everything--and our Home Office is an important part of that culture. When you choose to join SE Health, you become part of a caring, purpose-driven team that's making a real difference across the country. Our Home Office is where innovation meets impact--supporting our direct care teams, driving strategic growth, and helping to shape the future of health care. As a member of our amazing Home Office team, you'll collaborate with passionate colleagues, bring bold ideas to life, and contribute to meaningful work that supports thousands of care interactions each day. We believe in growing together, investing in our people, and creating an inclusive workplace where you can be yourself. Learn why you come first at SE Health.


In the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.


SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact the Talent Acquisition team at careers@sehc.com at your earliest convenience.