Application Support Specialist - Senior

Job Description: RQ00206 - Application Support Specialist - Senior

Submission Closing: Nov 12 10am

Start Date: 2024-11-25

End Date: 2025-03-31

Assignment type: Hybrid

Location: 525 University Avenue. Toronto, Ontario

Job Title: RQ-2024-007453 - Application Support Specialist - Senior

Description

Background Information:

The purpose of this requisition is to procure a Senior Application Support Specialist to support information work required for OTNhub and PHSD as it relates to virtual care.

Currently OTNhub data pushes to OTNhub directory and PHSD and displays an upload of providers in the 13 registries captured in the Provincial Provider Registry. Early analysis of the data found issues that must be resolved to ensure the integrity of the data. These issues include:

• Published inactive records (providers no longer active in their respective colleges) with OTNhub accounts these accounts must be reviewed against the registry and decommissioned/permissions revoked if no longer valid registrations. This may include communicating with the customers and primary contacts at an organization. Tracking and auditing of the work is required.
• Preferred names (currently published) that do not meet the current standard and require correction across multiple systems communication with customers is required. Tracking and auditing work is required.
• New Indigenous led/centered indicator framework will result in all currently flagged profiles being unflagged and indicators reapplied based on the new criteria and framework. This is highly sensitive work and will require someone with experience and/or working knowledge of working with Indigenous providers across the healthcare system. This work has a high standard of tracking/ticketing of work including a framework for maintaining and updating the records
• Other data projects as assigned, including large scale decommissions at organizations, organization renames across multiple systems. All work has tracking and auding components as well as an expectation of meeting the highest standard of accuracy in the updating of systems and the data captured/changed.

Must haves:

• 5+ years' experience working in Remedy, including custom built modules, reviewing, updating and managing data, along with ticketing and tracking of work
• 5+ years' experience with identity management, preferably Net IQ, managing data and permissions, access and credentials of user accounts
• Experience with client management systems as well as custom-built software solutions to manage customer, product and services data
• Hands-on experience managing data and highly developed analytical skills
• Attention to detail and demonstrated ability to meet the highest standards of accuracy in following business practices, information management and data governance rules and requirements
• 5+ years' experience working in a highly complex and multifaceted software environment
• 5+ years' experience working with internal and external customers, including professionally communicating following complex privacy and security guidelines

Responsibilities:

• Provide expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software to perform complex information management tasks required under the projects
• Manage ticketed tracking system and ensuring comprehensive database of queries and resolutions is kept up to date, ensure all work is tracked as per standard operating procedures and meeting privacy, business, legal and security requirements
• Identify and resolve technical and data management issues
• As required, analyze data and/or investigate data discrepancies to determine what data management changes are required for each situation and execute the changes within the systems on the appropriate accounts
• Working in a highly complex technical environment, managing data across up to 10-12 different systems while ensuring all authorizations are in place, business procedures are followed and privacy and security considerations are addressed as directed
• Attend all required training and team sessions to ensure knowledge is current and up to date and that all changes are incorporated into daily work.

Desired Skills:

• Strong analytical and problem-solving skills to research trends and identify opportunities, impacts and transformations required; identify issues; provide solutions and options for business and technical challenges.
• Ability to resolve business rules, information and application conflicts involving shared services, applications and resources.
• Ability to troubleshoot/triage using a variety of tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, network and operational) problems.
• Ability to apply IT privacy and security standards, principles, and regulations applicable to health technical solutions.
• A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience
• Exceptional verbal and written communication skills
• Extraordinary customer service and relationship management experience

Required Skills:

1 Attention to detail and demonstrated ability to meet the highest standards of accuracy in following business practices, information management and data governance rules and requirements. : 30 Points

2 Experience working in a complex technical environment that involves provisioning/removal of access to services, managing data between systems and integration of those systems through automation as well as manual intervention. : 30 Points

3 Strong communication skills, including both written and verbal with internal and external customers. The ability to actively listen and absorb information to then execute required outputs.: 25 Points

4 Knowledge privacy and security standards, principles, and regulations applicable to Ontario Health and health technical solutions.: 15 Points

Total 100 Points

Deliverables

• Deliverable 1 managing inactive user/organization accounts, analysis, removing permissions/access and decommissioning as required
• Deliverable 2 - Preferred names (currently published) that do not meet the current standard and require correction across multiple systems
• Deliverable 3 - New Indigenous led/centered indicator profiles, from intake/update through to review of existing profiles to remove data that does not meet current standards
• Deliverable 4 - Other data projects as assigned, including large scale decommissions at organizations, organization renames across multiple systems. All work has tracking and auding components as well as an expectation of meeting the highest standard of accuracy in the updating of systems and the data captured/changed.
• Deliverable 5 learning systems and processes including tracking framework, privacy and security requirements and directives in managing the updates listed above and as required

Additional Terms

Ontario Health assets including laptops and related equipment cannot be removed from the province of Ontario without prior written approval from Ontario Health.

Assignment Type: This position is currently listed as "Hybrid". The resource under this request will be required to work onsite as per Hiring Manager sole discretion.

Knowledge Transfer Details:

• The Candidate must provide all related documentation as part of the knowledge transfer protocol, including ensuring all documentation is sent to Manager/Lead as file attachments NOT shared documents for the duration of the contract
• The Candidate MUST track all work as directed, through ticketing in our Remedy system and/or through team documents as required and provide said tracking details as requested/required
• The Candidate s work will be audited to ensure 100% accuracy, and any inaccuracies must be addressed immediately and documented by the Candidate
• The Candidate will provide weekly updates on their progress of each project stream and ensure they are on track to meet the milestones and deliverables that will be outlined for each project/body of work once Candidate begins
• The Candidate will attend all required meetings and training sessions which are held on teams, the Candidate must be on camera for all sessions unless instructed otherwise
• The Candidate will only store documents, data, and information in Ontario Health (OH) systems, OH shared drives, and OH team channels as approved by Manager and/or Lead given the highly sensitive and confidential nature of the information they will be working with

Supplier Comments

MSP Notes

Shortlist Date: November 12, 2024 10 Am

Location: Hybrid one per week onsite

Public Sector Experience: Preferred

# of submissions/supplier: 1

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