Analyst, Application Support

Pour obtenir une traduction en français de l’offre d’emploi suivante, veuillez envoyer un courriel à[email protected]. Les demandes seront traitées dans un délai de trois jours ouvrables et la période de dépôt des demandes sera prolongée de trois jours.

To obtain a French translation of the following job posting, please email[email protected]. Requests will be addressed within three business days, and the application window will be extended by three business days.

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:

At Ontario Health, your growth and well-being aren’t just supported-they’re celebrated every step of the way. Here, you have the opportunity to make a meaningful impact while shaping a fulfilling and sustainable career. Based on your role, you may receive:

• Comprehensive health coverage from day one, with fully paid medical, dental, and vision benefits to support you and your family’s health
• Flexible health care or wellness spending accounts, plus an inclusive program to support your overall well-being
• A premium defined benefit pension plan, ensuring long-term financial security
• Competitive vacation entitlement that encourages time to rest and recharge
• Three personal days and two float days annually, providing added flexibility to support work-life balance, in addition to vacation days
• Ongoing learning and career development opportunities designed to help you grow, advance, and thrive in your profession
• A collaborative, values-driven workplace where integrity, care, humility, inspiration, and tenacity shape everything we do
• Opportunities to participate in Communities of Inclusion, fostering belonging, equity, and the sharing of diverse perspectives across our team

Want to make a difference in your career? Consider this opportunity.

The Analyst, Application Support I provides Tier 2 and 3 support for custom and business-critical applications operated by DxH. The role manages complex production incidents and service requests, investigates application issues, and represents the voice of the customer when issues require escalation to the operations teams and/or application vendors.

Reporting to the Enterprise Products, Corporate Applications Information Technology (IT) Services team, this role primarily supports the Quadrant Workforce and Quadrant Financials ERP systems used by Ontario Health at Home Human Resources and Finance departments.

Here is what you will be doing:

• Owns and manages incidents and service requests from intake through resolution, including reviewing, clarifying, categorizing, prioritizing, troubleshooting, tracking, and documenting escalated issues.
• Investigates high-priority issues, including those that may impact Ontario Health at Home Human Resources and Finance departments, and provides recommendations to the Manager.
• Collaborates with the Service Desk, Data and Software Support, Operations, DBAs, Developers, and other technical teams to troubleshoot data issues, resolve incidents, and coordinate bug fixes.
• Advocates for customers on critical application issues and keeps them informed of incident status, progress, escalations, and expected next steps.
• Documents customer interactions, investigations, and resolutions to support internal and external knowledge and continuous improvement.
• Monitors service levels and escalation processes to help ensure procedures and timelines are met.
• Participates in User Preview activities, documenting and prioritizing issues identified by users.
• Reviews new release information and supports customers with application functionality, service requests, and inquiries.
• Supports planning for new modules, customizations, integrations, and application enhancements.
• Tests application changes prior to production deployment and, where applicable, trains staff on new functionality.
• Identifies opportunities to improve Application Support processes, team knowledge, efficiency, and the overall customer experience.
• Undertakes special projects, including data analysis, complex data-cleanup initiatives, and financial incident analysis.
• Assists with the onboarding and training of new team members.
• Ensures Personal Information (PI) is protected in all circumstances and adheres to applicable policies and procedures.
• Makes decisions that have limited to moderate impact.

Here is what you will need to be successful:

Education and Experience:

• Bachelor’s degree or Diploma in Health-related fields, Computer Science, or related discipline, or equivalent experience.
• 3 - 5 years of experience supporting within a Healthcare environment preferred
• Previous Service Desk experience.
• Knowledge of Remedy or other ticketing software.
• Experience managing customer tickets and supporting incidents and triage resolution.
• Experience with ERP Functional Support and Systems Administration, preferably Quadrant Workforce and/or Great Plains/Quadrant Financials
• Experience with HR and Payroll Principles.
• Experience in Health Care environment/support is an asset.
• ITIL V3 foundation and/or practitioner certification is an asset.
• Understanding of the Software Development Life Cycle (SDLC)

Knowledge and Skills

• Strong analytical, diagnostic, and problem-solving skills, with the ability to investigate issues, identify solutions, and clearly communicate findings.
• Strong customer service and interpersonal skills, with the ability to build effective relationships and gather information needed to resolve issues.
• Strong verbal and written communication skills, including the ability to explain technical solutions to both business stakeholders and non-technical users.
• Strong organizational and multitasking skills, with the flexibility to manage competing priorities.
• Ability to learn new concepts and develop strong knowledge of application functionality, products, and business processes.
• Ability to work independently and collaboratively with business and technical teams, including Business Analysts and Leads, Development, QA Testers, Release Management, IT staff, and other support teams.
• Strong emotional intelligence and ability to work effectively with team members and customers.
• Detail-oriented, self-motivated, and committed to sharing knowledge and supporting team success.
• High-level understanding of database concepts, preferred.
• Proficient in MS Office, including O365.
• Understanding of Quality Assurance and testing protocols, including the ability to create and manage QA test cases.

Location: Ontario Health (OH) welcomes applications from candidates across Ontario. Please note that this role follows an in-office work model, requiring employees to work from a designated, approved Ontario Health location.

Employment Type:

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External Application Deadline Date:

All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; members of Black and racialized groups;2SLGBTQIA+ communities; trans and nonbinary individuals; andpeople living with disabilities.

Ontario Health is an accessible employer, and we offer accommodation in all aspects of employment, including the recruitment process. If you require a disability related accommodation in order to participate in the recruitment process, please email [email protected] and a member of the team will connect with you within 48 hours.