Job Description

Job Posting # 917937

Position: Senior Application Specialist
Department: UHN Digital
Reports to: Manager, Pharmacy Clinical Informatics
Salary: $74,276- $92,840 per year (based on experience and competencies)
Hours: 37.5 Hours per week
Status: Permanent Full-time
Posted Date: April 20, 2023
Closing Date: until filled

The University Health Network, where \xe2\x80\x9cabove all else the needs of patients come first\xe2\x80\x9d, encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education at UHN. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of \xe2\x80\x9cTransforming lives and communities through excellence in care, discovery and learning\xe2\x80\x9d, the University Health Network (UHN), Canada\xe2\x80\x99s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

UHN Digital is one of the largest public sector health-care information management and information technology (IM/IT) service delivery organizations in Canada. As department of University Health Network (UHN), UHN Digital, is committed to its vision of transforming health-care delivery by improving the patient experience, addressing issues facing coordination of care and enhancing customer service and quality through outstanding project management and operational support.

Position Summary:

The Senior Application Specialist is an integral member of the Digital Software Services (DSS) team. This position works closely with other members of the DSS team to support identified applications for University Health Network (UHN) including both clinical and business applications. The Senior Application Specialist will use their clinical pharmacy, computer science and/or technical skills to support various pharmacy systems and how they integrate with the Epic Health Information System (HIS). The Specialist will work closely with clinical and other teams to gather and analyze information and specifications regarding clinical practices/workflows and business processes; configure the system based on decisions; test the system at various stages; develop and document policies and procedures that will support use of the system; and act as a liaison between end users, third-party vendors to ensure clear communication and understanding of requirements. Additionally, the specialist will act in supervisory capacity for the electronic drug distribution system to ensure safe and accurate medication order processing, verification, dispensing and administration. The specialist will participate in support activities, system and business analysis, system upgrades and testing.

Duties:

• Maintains expert knowledge of supported applications
• Provides day-to-day support and management of systems and applications, including complex and/or escalated issues that arise
• Provides support to end users (including on-call support) and issue resolution
• Responsible for implementing applicable required operational practices and complying with the medication management standards of Accreditation Canada and the Ontario College of Pharmacists
• Facilitate the development and maintenance of various in-house projects and their associated training programs, manuals, documentation, and department policy procedures
• Performs/coordinates user acceptance, application, performance, stress, regression and integration testing of new releases, upgrades, enhancements, fixes and other product changes; makes changes and corrections as needed
• Leads current and future state system analysis and flow
• Oversees the design, development, testing, validation and maintenance of Pharmacy systems and related up and downstream systems.
• Programs data reports, monitors and maintains security accesses of supported applications
• Maintains servers and databases of supported systems as appropriate
• Using expert knowledge of the application and query language, participate in the design and generation of queries and reports to facilitate the monitoring/investigation of data by management and clinical staff
• Monitors and clears error logs and resolves root causes
• Assists with system workflow issues and provides guidance and expertise in implementing changes requested by the business
• Handles production and operational problems in an expedient and efficient manner requiring individual judgement and latitude for independent action to solve problems within generally defined policies and procedures
• Communicates with external software vendors when needed to ensure that ongoing business and functional requirements are maintained
• Responsible for system quality control and quality assurance
• Collaborates with Manager, Team Leads, and co-workers to ensure an atmosphere is fostered where exceptional customer service is the standard
• Collaboratively resolves process and system issues with all levels of management to effective and efficient operation of systems and associated processes
• Contributes to the development of new and/or improvement of existing policies and procedures.
• Prepares project status reports as required
• Builds/creates training material or other documents that improve application support
• Provides customer service in the form of end user meetings (clinical or business); attend and/or facilitate monthly established end user meetings or ad hoc meetings;
• Periodic assignment to Digital projects e.g. Epic Optimization Phase demand items, new application implementation or integration
• Provides advice, guidance and training to end-users in the operation of supported application(s)
• Creates and updates literature for information related to the application
• Works closely with other UHN Digital teams to ensure high service levels are maintained and to solve complex production and operational problems for the applications supported
• Documents system problems and resolutions for future reference
• Provides training, advice, guidance, and mentoring to more junior members of the team
• Exercise ITIL Change Management principles/techniques
• Participation in organizing and conducting weekly team meetings and huddles
• Participates in an on-call roster for 24/7 support coverage

Qualifications:

• At minimum, completion of a bachelors degree an appropriate field.
• Pharmacy Technician license in Ontario preferred.
• At least 4 years practical and related experience and 1 year on-the-job training required.
• Proven understanding of how clinical requirements can translate to into a technical solution
• Experience with clinical systems \xe2\x80\x93 e.g. clinical processes, nomenclature etc.
• Experience with one or more clinical/business applications in a large healthcare organization required
• Experience in a health-care environment and strong understanding of the healthcare system and hospital sector preferred
• Previous project/systems implementation experience
• The ability to lead meetings, prioritize, resolve conflicts, maintain issues lists, and manage a project plan
• Demonstrated success in leading change and utilizing change management frameworks and tools
• Excellent verbal and written communication and follow-up skills
• The ability to probe for information about the underlying needs of the organization and user community, which directly influences how the system will be built
• The ability to communicate effectively with project leadership and subject matter experts
• Proficient organizational, time management and critical thinking skills with the ability to effectively problem solve and prioritize in a high-pressure environment
• The ability and interest to learn and apply new technologies
• Knowledge and understanding of relational databases, management and schemes
• Advanced skills using software tools such as Visio, Microsoft Project, Excel, Word and SharePoint and other tools as necessary
• Understanding of key ICT concepts and components (e.g. networks, storage devices, OS, information retrieval, data warehousing, applications, firewalls etc.) and their inter-relationships
• Licensed with the Ontario College of Pharmacists as technician preferred
• Certified Associate in Project Management or Project Management Professional certification would be considered an asset
• 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.

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive compensation & benefits (medical, dental, etc.)
• HOOPP defined benefit pension plan
• Wellness services & offerings
• Close access to the TTC and UHN shuttle service
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN\'s attendance management program, to be eligible for consideration.

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. Applicants need to make their requirements known in advance. Any information received related to an accommodation will be addressed confidentially.

University Health Network thanks all applicants, however, only those selected for an interview will be contacted.

University Health Network