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Careers at Manitoba eHealth

Career Profiles - Application Administrator

Bring your talent to Manitoba eHealth. This position will be of interest to application support professionals who seek a dynamic workplace. The successful candidate will provide overall administrative support, technical support and direction to users of clinical or non-clinical applications. This support role is unique as you will serve as the primary liaison with the program/sites/region for the supported application and Manitoba eHealth. Your knowledge and expertise of the business workflows and needs are required to anticipate business impacts in advance of any ICT changes.  Within Manitoba eHealth and the vendor community, you represent the voice of the business users, translating their requirements into technical specifications. Within the business, you translate technical-speak into plain language that the customer can understand. The incumbent reports to the Solution Group Manager and will also work collaboratively with the system vendor, Service Desk, technical support groups and external contacts to manage the application’s service request processes from user request to resolution.

Your responsibilities

  • provide second-level technical expertise and functional application support, including installation, configuration, integration, operational support and maintenance of the application; monitor and maintain authorizations for user access; coordinate release and change management
  • test, maintain, monitor, update and resolve incidents and problems, including with associated applications and devices
  • provide leadership focused on enhancing value of the application and information to all regional stakeholders; maintain or improve current levels of service, including ensuring strong business ownership and participation by facilities; develop and maintain a well-managed vendor relationship that will result in increased customer satisfaction, meaningful reduction in health-care costs, better quality health care and better service from the vendor
  • optimize and leverage current communication channels; develop new channels when appropriate, including opportunities for greater collaborative dialogue and feedback among business users, Manitoba eHealth and vendors
  • develop and maintain the troubleshooting and system documentation, including policies and procedures for management, use of the application and software manuals with the vendor; escalate vendor issues within the vendor escalation procedure and within Manitoba eHealth; work closely with colleagues in the development of a disaster recovery plan for the application
  • facilitate user group forums and follow governance models for approvals prior to implementing change-and-release cycles

Position requirements

  • a minimum of five years of experience in application support or health information management
  • demonstrated knowledge and experience with application administration, data management and health-related software preferred
  • demonstrated analytical and problem-solving skills
  • strong interpersonal skills and demonstrated ability to work effectively with end users, Manitoba eHealth staff, health professionals and external contacts
  • strong verbal and written communication skills, including excellent presentation, facilitation and instructional skills
  • demonstrated ability to manage time effectively and prioritize demands to meet deadlines and achieve defined customer service levels
  • experience implementing an off-the-shelf application
  • strong computer skills, which includes proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio and Outlook)

Education

  • university degree or community college diploma in Computer Science or an equivalent combination of education and experience
  • specialized knowledge in the applicable clinical/business area
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