Job Description

The Opportunity
The Senior Analyst, Operational Technology is responsible for supporting all Information Technology Services (ITS)-governed Operational Technology systems, providing both technical and business process support to the Chartwell computing community. This role is driven by a strong customer service mindset and a commitment to enabling Chartwell residences to spend minimal time on systems and administrative processes, allowing them to focus on what matters most-delivering exceptional care to residents and their families.

The Senior Analyst prioritizes work in alignment with Chartwell's service standards of Safety, Respect, Efficiency, and WOW, and operates in accordance with Chartwell's internal control standards, policies, and procedures to safeguard sensitive personal health and financial information.

Within the Operational Technology domain, the Senior Analyst supports the procurement, configuration, optimization, and ongoing support of Chartwell's operational systems, including telecommunications, emergency help call systems, access control systems, and security camera systems. The role works closely with the internal Service Desk, broader IT teams, vendors, and business subject matter experts to ensure the reliable and secure operation of all Operational Technology platforms.

Key responsibilities include configuring and supporting voicemail, standardized call flows and auto attendants, PBX/VoIP communication systems, video conferencing environments, and other integrated systems at both the corporate and residence level. The Senior Analyst maintains strong familiarity with systems integrated with telephony-particularly emergency response and nurse call systems-and ensures all solutions adhere to documented Chartwell standards and IT policies.
Key Accountabilities
Based on Chartwell's business plan and corporate goals, the Senior Analyst, Operational Technology will be responsible for:

Service Delivery & Incident Management

• Manage assigned incidents and service requests through a formalized incident management system, ensuring timely resolution and proper documentation in accordance with established IT standards and procedures
• Participate in rotational standby/on-call support to ensure continuity of service and operational availability
• Adhere to IT general controls and documentation standards, actively supporting compliance reporting and disciplined incident management practices

Operational Technology & Telecommunications Support

• Support telecommunications infrastructure and associated software, including traditional and VoIP PBXs, DECT wireless infrastructure, contact center solutions, call management systems, voicemail, secure messaging, collaboration tools, and interactive voice response systems
• Support all integrated voice and life-safety systems, including public address, emergency help call / nurse call systems, access control, security cameras, elevators, and related integrated technologies
• Support voice and fax communication services, including analog, digital, and SIP-based services, along with related software, appliance-based, and middleware components
• Coordinate activities with third-party vendors and consultants, including sourcing replacement or refurbished components where required to support legacy systems

Continuous Improvement & Cost Management

• Proactively identify opportunities to improve operational efficiency, service quality, and system reliability, bringing forward recommendations to the Manager, Technical Support
• Review and validate telecommunications-related costs charged to properties, ensuring accuracy and identifying potential cost-savings opportunities
• Stay current with emerging technologies and industry trends relevant to operational technology and telecommunications

Project, Audit & Change Support

• Provide support for the implementation of new systems and business process transformation initiatives, including configuration, testing, and post-go-live support
• Participate in, or provide data and technical input for, internal and external audits as required, ensuring alignment with Chartwell's compliance and control frameworks

Leadership, Customer Experience & Professional Practice

• Provide direct technical support to front-line personnel and mentor or train junior team members as required
• Apply a "lens of the customer" approach in all interactions, connecting service excellence to resident satisfaction, employee engagement, and occupancy and revenue outcomes
• Demonstrate a personal commitment to service excellence by adopting behaviors that improve customer experience and operational outcomes across Chartwell's communities

Other

• Perform other duties as assigned in support of Information Technology Services and Chartwell's operational objectives

Qualifications
Experience

• Minimum 5-7 years of progressive, relevant experience in Information Technology Services or end-user support within an environment of comparable complexity.
• Direct experience supporting end users in enterprise or multi-site environments.
• Experience in the following areas is strongly preferred:
  • Service Management & Platforms: ServiceNow, Yardi, Jira
  • Unified Communications / Contact Centre: Cisco CUCM, Webex, Webex Contact Center (WxCC)
  • Fax Server & Call Recording: XMedius, 2Ring, Calabrio
  • Legacy Phone Systems: Avaya IP Office, Toshiba Strata, Panasonic, Mitel, NEC (or similar)
  • Emergency & Nurse Call Systems: SARA, Civica/Momentum, Paradox, miAlert, Tunstall, Mircom (or similar)
  • Mobile & DECT Solutions: Apple iPhone; Avaya IP-DECT, Panasonic, EnGenius DuraFon, Spectralink, NEC, Ascom (or similar)
  • Telephony Services: SIP Trunking, PRIs, DIDs, POTS
• Experience within the healthcare industry is considered an asset.
• Project-related certification (e.g., PMP) is an asset.

Skills & Abilities

• Strong analytical and problem-solving skills.
• Self-motivated, creative, and innovative, with the ability to maximize available resources.
• Quick learner with a curious and inquisitive mindset.
• Excellent interpersonal skills with a strong client-service orientation.
• Solid IT technical foundation supported by a clear understanding of business processes.
• High attention to detail.
• Proven ability to produce thorough, clear, and accurate incident and technical documentation.
• Strong oral and written communication skills.
• Bilingual (English and French) preferred.

Special Requirements

• Successful criminal background check.
• Ability to travel occasionally to properties across Ontario, and as required to British Columbia, Alberta, and Quebec.
• Willingness and ability to work outside of normal business hours, as required.