Postsecondary education in computer science, IT, information systems, or related field, or equivalent experience.
Minimum three years supporting enterprise applications and technology infrastructure in complex IT environments.
Experience developing and executing test scenarios and acceptance criteria for application changes.
Strong knowledge of Microsoft server and cloud technologies.
Demonstrated experience with Microsoft SQL Server and SQL-based troubleshooting.
Experience administering Microsoft Azure services and virtual machines.
Excellent communication skills for technical and non-technical audiences.
Responsibilities
Provide senior-level technical and operational support for BORN applications and technology services.
Administer and monitor BORN applications, databases, and cloud services, resolving complex technical issues.
Serve as a trusted technical resource, coordinating issue resolution with internal teams and service providers.
Lead technical support operations, analyzing service trends to improve reliability and user experience.
Perform initial technical triage and support incident response, including planned downtime and upgrades.
Recommend and implement operational improvements for service reliability and efficiency.
Monitor technology services for performance and provide regular reporting to management.
Benefits
Access to a comprehensive health benefits package.
Opportunities for professional development and training.
Supportive work environment focused on continuous improvement.
Flexible work arrangements may be available.
Employee assistance programs for mental health and wellness.
Full Job Description
Compensation Pay Range: $41.93-$50.97
Job Description: Please Note: If you are a current CHEO employee with access to Workday, please apply to this posting via the Workday application as an internal applicant using the Jobs Hub.
To successfully apply for this position, please submit your application by 11:59 pm the day before the advertised closing date in the posting to ensure your application is received.
Better Outcomes Registry & Network (BORN) Ontario
Funded by the Government of Ontario and administered by CHEO, the Better Outcomes Registry & Network (BORN) is Ontario's prescribed perinatal, newborn and child registry. BORN collects, protects and enables the use of high-quality health data to support care, reporting, research and health-system decision-making across Ontario. BORN also manages Prenatal Screening Ontario, which coordinates prenatal screening services across the province. BORN's Technology team operates and supports the applications, infrastructure and digital services that enable secure and reliable collection, management and use of this data.
POSITION SUMMARYThe Senior Technical Analyst is responsible for the operational support, administration, monitoring and continuous improvement of BORN's applications and technology infrastructure. The role independently investigates complex technical issues, coordinates resolution with internal teams and service providers, supports incident response, and provides trusted technical recommendations to management.
MAIN RESPONSIBILITIES
Provide senior-level technical and operational support for BORN applications and technology services used by internal and external users.
Administer, monitor and support BORN applications, databases, cloud services and technology infrastructure. Independently investigate complex technical issues and coordinate resolution with service providers.
Serve as a trusted technical resource to BORN teams by investigating complex issues, providing technical recommendations and coordinating escalation and resolution with internal teams and service providers
Lead day-to-day technical support operations, including request triage, escalation, user communication and resolution. Analyze service trends and recurring issues to identify opportunities to improve reliability and user experience.
Perform initial technical triage and support incident response, planned downtime, infrastructure changes, upgrades and recovery activities. Prepare technical information required for escalation and change management.
Recommend and implement operational improvements that improve service reliability, user experience and efficiency, within the scope of BORN's technology operating model.
Evaluate technologies and technical solutions relevant to BORN's environment and provide recommendations based on operational need, sustainability, risk and value.
Monitor assigned technology services for performance, availability, capacity and cost, and provide regular reporting and recommendations to management.
Identify operational risks, recurring issues and improvement opportunities and provide evidence-based technical recommendations to management.
Provide technical analysis and recommendations to support technology changes, investments and service improvements.
Provide technical expertise and operational support to projects and initiatives affecting assigned applications, infrastructure and services.
Create and maintain technical documentation, standard operating procedures and repeatable processes that support reliable operations and knowledge transfer.
Develop acceptance criteria and validate changes affecting assigned applications, infrastructure and operational processes. Participate in broader testing activities and ensure assigned changes function as expected before operational closure.
Own assigned technical products, services and operational processes, including established administration, release, validation, documentation and publishing activities. Coordinate with business and clinical subject-matter experts where content ownership resides outside the role.
Perform work in accordance with the provisions of the Occupational Health and Safety Act and Regulations and all CHEO corporate/departmental policies and procedures related to Occupational Health and Safety.
Other duties as assigned
QUALIFICATIONS
Postsecondary education in computer science, information technology, information systems or a related discipline, or an equivalent combination of education and experience (Essential)
Minimum three years of relevant experience supporting enterprise applications and technology infrastructure in complex IT environments (Essential)
Experience developing and executing test scenarios and acceptance criteria to validate application, infrastructure and configuration changes (Essential)
Strong knowledge of enterprise application and infrastructure administration, including Microsoft server and cloud technologies. (Essential)
Demonstrated experience with Microsoft SQL Server, database administration and SQL-based troubleshooting (Essential)
Demonstrated experience administering and monitoring Microsoft Azure services and virtual machines (Essential)
Experience monitoring technology services for performance, availability, capacity and cost (Essential)
Demonstrated ability to independently investigate complex technical issues, coordinate escalation and provide technical recommendations. (Essential)
Excellent written and verbal communication skills, including the ability to communicate technical issues clearly to technical and non-technical audiences (Essential)
Strong analytical, troubleshooting and organizational skills (Essential)
Ability to identify technical and operational risks and recommend appropriate mitigation or escalation (Essential)
Demonstrated ability to investigate technical issues, identify contributing factors and support sustainable resolution (Essential)
Experience coordinating technical support and issue resolution with third-party service providers (Essential)
Ability to independently manage competing operational priorities and respond effectively to changing service needs (Essential)
Demonstrated ability to work effectively with internal users, external system users and technology service providers (Essential)
Experience with IT service management processes, including incident, service request, escalation and change management (Essential)
Experience with Microsoft SharePoint and Power BI administration or publishing (Preferred)
Knowledge of privacy and information security considerations within healthcare or other sensitive data environments (Preferred)
Working knowledge of applicable occupational and safety legislation; general knowledge of corporate/departmental policies and procedures related to health and safety (Preferred)
Criminal Record Check (Level 1) (Essential)
Bilingualism (French/English) (Preferred)
**Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic/experience requirements.
Effective March 29, 2021, CHEO will conduct a more comprehensive pre-screening and evaluation process. This process may include more varied and multidimensional testing such as a written test, practical exam, or other assessment. All candidates who meet the essential and preferred qualifications may be tested.
Bilingualism (French/English) will be validated by a language proficiency assessment conducted by a third party provider. Candidates will be required to meet the minimum linguistic profile prior to the date of hire.
Should you require accommodation during any phase in the recruitment process, please contact Human Resources atTalentAcquisition@cheo.on.ca. All information received in relation to accommodation will be kept confidential and will be handled in compliance with the Accessibility for Ontarians with Disabilities Act.
