Business Support Analyst

Position

Description:

The Business Support Analyst plays a key role in supporting the daily operations of the Can Immunize suite of products within the Public Health Information Solutions (PHIS) program. This position works closely with program leadership and cross-functional teams to ensure the smooth functioning of digital health systems used by healthcare providers across the province.

Acting as a central point of coordination, the analyst monitors system performance, manages incoming support requests, and responds to incidents, including serving as the primary contact for major system issues. The role also contributes to improving user experience by identifying trends, recommending enhancements, and supporting ongoing system optimization efforts.

In addition to operational support, the Business Support Analyst collaborates with technical teams, quality assurance, and stakeholders to facilitate testing, troubleshoot issues, and deliver effective solutions.

Your future duties and responsibilities:

• Support user acceptance testing activities.

• Document incidents and track issues through resolution.

• Perform root cause analysis to identify underlying problems.

• Ensure proper handling of sensitive health information in line with privacy and security standards.

• Produce summaries and reports of support activities for internal stakeholders.

• Contribute to knowledge sharing by creating learning materials and user resources.

• Help enhance system usage across various business areas through training and documentation.

Required qualifications to be successful in this role:

. Minimum 2 years of direct experience as a technical support analyst or business analyst.
. Knowledge and experience using technical support tracking and collaboration tools such as Sharepoint, MS Outlook, Microsoft Teams (and/or other comparable products).
. Knowledge of IT working environments including operating systems, office software, enterprise software, and server systems.
. Experience providing technical support in a more complex, multi-organization environment, where problem-solving is required, developing support paths, and document procedures.
. Excellent communication skills, both written and verbal, with an ability to convey ideas to others, including end users, technical teams, and non-technical project team members.
. Familiarity with web application functionality (digital tool that allows Interactive processes such as user authentication, data manipulation, client-server architecture and complex logic).
. Cross-device/browser/version web testing and analysis experience.
. Experience in health care sector, and/or digital health is preferred.
. Project experience in citizen-facing applications, interfaces and access to digital health records is preferred.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $50,.00–$95,.00 This role is a future opportunity.

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