• Develop technical maintenance plans for the Community Care Information Management (CCIM) applications and provide analysis on the system impacts related to the potential implementation of such activities;
  • Operate and maintain one or more of the following enterprise applications, including any integration into other systems: Microsoft GP Dynamics, Quadrant Workforce and Orion Health Technology Solutions;
  • Develop and maintain scripts required to support infrastructure and applications;
  • Resolve and troubleshoot technical problems which arise during the use and operation of software packages, including during implementations, conversions and migrations;
  • Maintain and update run books, build books, deployment guides and related design documentation;
  • Recommend the selection of tools to assist organizations in delivering services;
  • Participate in business process re-engineering to understand the impacts of technology on the broader system;
  • Develop business cases as required for the analysis and evaluation of a variety of solution options within the context of the CCIM initiative;
  • Develop technical specifications to support functional specifications in collaboration with business analysts;
  • Perform a variety of data analysis tasks to understand system implications and impacts;
  • Liaise with vendors for supporting the development of technical specifications as required;
  • Provide support activities for technical stakeholders with varying degrees of technical knowledge;
  • Contribute to test criteria definition and problem resolution;
  • Assist in the design, development and testing of application components, interfaces and integrations;
  • Configure various IT environments that will support the applications; e.g. network, server, testing, QA, and production;
  • Document existing systems capabilities (user interfaces, functionality, data and reports) as configured and delivered, and develop procedures, operations and support processes, and manuals;
  • Gather appropriate business and technical stakeholder input for design issues and options;
  • Assist in other aspects of the CCIM initiative, including the implementation of infrastructure components; and
  • Provide after-hours support and implementation as required.

Ensure technical environments, implementations are tested for quality assurance:

  • Participates in walkthroughs of functional and technical specifications, business and system requirements;
  • Identifies problems indicated through the testing, the level of risk, priority and, if necessary, escalates unresolved issues to the project team and creates a trouble ticket;
  • Knowledge and experience with various testing tools, functional and non-functional types of testing, testing methodologies, and knowledge of the latest testing technologies
  • Knowledge of project management methodology, roles and accountabilities
  • Participates in the setup and establishment of the test environment, set up/maintain and administer Virtual Machines;
  • Perform production change activities and validations outside of regular business hours and on weekends when required;
  • Assist the development/technology team with reproducing defects under investigation; and
  • Assist with other aspects of the infrastructure and application systems, including:
  • Contribution, collection and organization of knowledge capital;
  • Building of knowledge bases and collaboration tools;
  • Project process automation and operational automation.
  • Development and improvement of support processes in collaboration with other team members.
  • Ensure that changes and testing meet security requirements, as per industry best practices, Ministry Security, Privacy and Risk Management guidelines and ISO 27001 standards implemented by CMHALTCS.

Lead technology troubleshooting activities:

  • Participates in the operation’s quality assurance testing and review processes;
  • Deliver expert-level troubleshooting capabilities to resolve complex issues affecting critical business and infrastructure systems and applications
  • Provide root cause analysis for infrastructure issues and incidents;
  • Manage and escalate issues in a timely, appropriate and effective manner, and provide clear analysis of options regarding how to proceed with problem resolution.

Ensure Incident, Problem and Change Management processes are followed and include activities such as:

  • Provide testing to replicate issues or determine root cause analysis for infrastructure issues and incidents;
  • Manage and escalate issues in a timely, appropriate and effective manner, and provide clear analysis of options regarding how to proceed;
  • Lead/support the creation of change impact assessments for proposed systems changes;
  • Lead/support operations issue escalation and resolution, and risk and technical change control processes;

Track and facilitate detailed status reporting and issue resolution; log and control all change requests.

Ensure all Security, Privacy, Project Management and ITIL operational processes are adhered to:

  • Follow industry best practices, processes and policies that are required to maintain and support privacy and security requirements
  • Ensure that all changes and testing follows security requirements, both physically and at the system level, as per ISO 27001 and Security, Privacy and Risk Management guidelines;
  • Ensure alignment of application upgrades with internal processes and polices including privacy and security standards;
  • Leverage IT infrastructure project management and ITIL operations industry best practices, and incorporate lessons learned into day-to-day activities.

Ensure continuous support of support documentation:

  • Support creation, review and testing of build books, run books, deployment guides and other operations processes as required;

Create and maintain documents (i.e. change requests, change implementation plans, resource schedules, back-out plans) for technical upgrades and operations activities.


Technical Expertise & Guidance

  • Experience in building, maintaining and supporting network and security infrastructure
  • In depth understanding of technical infrastructure integration and other supporting network technologies, such as:
  • Citrix NetScaler
  • Security components like Network Intrusion Protection System, Geofencing and firewalls
  • VMWare products (i.e. ESXi, vSphere, etc.)
  • Microsoft server and active directory
  • Monitoring and management tools such as SolarWinds, Splunk and Hyperic
  • Cisco VOIP solution components
  • Experience with ISO 27001 implementation and organization certification
  • Experience with network devices including switches, routers, firewalls and VPNs
  • Experience working with external hosting providers and other outsourced providers
  • Experience building, maintaining and supporting:
  • a Check Point FireWall-1/VPN-1
  • a Cisco switching and routing solution/environments (physical and virtual)
  • McAfee security solutions (AV, HIPS, NIPS)
  • a Windows Server environment
  • Experience providing technical expertise and operational advice to management/operations team regarding technical issues and impacts of proposed maintenance activities and enhancements to the infrastructure, databases, network, and applications;
  • Experience providing guidance to database administrators, network administrators and systems administrators (System Administration /Operation Support Specialists).

Service Management and Project Management Experience

  • 2+ years experience with ITIL IT Service Management processes (Event, Incident, Problem and Change Management); providing technical support at Tier 2 levels, working with a ticketing tool, Service Desk, clients and technical team
  • Experience identifying issues and following issue escalation procedures
  • ITIL Foundation Certification or equivalent ITIL experience
  • 2+ years of experience with Project Management processes, roles and accountabilities
  • Project Management certification or equivalent project management experience
  • Ability to manage defined IT processes for projects as per ISO 27001 standard following security and privacy guidelines; ISO 27001 implementation and certification

Management and Communication Skills

  • Strong leadership and people management skills and experience
  • Effective facilitation skills; ability to build rapport with stakeholders and drive negotiations to a successful outcome
  • Proven track record for building strong working relationships
  • Strong interpersonal, and verbal and written communication skills
  • Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively
  • Excellent analytical, problem-solving and decision-making skills
  • Ability to apply strong listening skills to facilitate issue resolution
  • A motivated, flexible, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines

Public Sector Experience

  • 2+ years of experience working in the healthcare industry, specifically in maintaining and supporting systems such as Electronic Medical Records (EMRs), Hospital Information Systems (HISs), Clinical Assessment tools, and Ontario Healthcare Reporting Standards (OHRS) compliant Financial and Human Resource Management Systems, preferred
  • Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health information, preferred
Job Overview