Job Summary:

Reporting to the Technical Lead, OHS Solutions, the Support Analyst provides first and second level support and troubleshooting to workplace health stakeholders from all BC health authorities on the use of the supported applications and reports. The Support Analyst participates in quality assurance testing related to the development, deployment and/or sustainment of provincial applications, reports and the data warehouse, in addition to facilitating weekly operations meetings and tracking and reporting out on operations key performance metrics and team member assignments. The Analyst participates in the coordination of upgrades, patches and configuration tasks and creates and/or sustains product documentation.

Duties/Accountabilities:

• Provides advanced troubleshooting and support to application and reports users. Tasks may include functional application orientation, coaching, trouble-shooting, and resolving or escalating problems.

• Executes test plans, including unit testing, system integration testing, regression testing, end-to-end testing and user acceptance testing (UAT) for the OHS Solutions applications, reports and/or data warehouse environment; ensures issues are properly documented using appropriate tools.

• Facilitates weekly operations meeting with Team Leads to triage and assign operational requests, tracking and reporting out on key performance metrics and resource allocations.

• Assists in the coordination of system upgrades, patches and other maintenance and prepares and maintains product documentation.

Qualifications:

A level of education, training and experience equivalent to a Bachelor of Science Degree in Computer Science, Health Information Science or a related field, plus three (3) years recent related experience in QA, testing, IT system support, IT help desk/user support or an equivalent combination of education, training, and experience.

Current expertise or knowledge of MS SQL (reports, dashboards); and .NET framework.
Ability to communicate effectively and clearly, both verbally and in writing. Experience with help desk or customer support work. Thorough, detail-oriented and logical approach to testing. Experience with producing test plans and test scripts. Experience working closely with technical and business analysts. Strong organizational and time management skills, ability to multi-task. Knowledge of the BC health authority environment. Accurate and detail-oriented. Excellent problem-solving and analytical skills.