IT Analyst II - Communications and Collaboration Technology

The IT Analyst II position provides technical support related to Health Shared Services' Collaboration Technology contact centre and critical clinical messaging infrastructure, either directly to users of the systems or to service delivery functions. The position ensures reliable operations of information systems, resolves technical problems, assists with finding solutions to customer needs, and participates in projects and program initiatives. The IT Analyst II position can often represent an escalation point from the IT Analyst I and is responsible for more advanced support duties. This position investigates, diagnoses and resolves complex contact centre and critical clinical messaging problems that have typically been escalated several levels before assignment to this position. This position is responsible for queue monitoring of team requests and incidents, investigating technical issues to identify the cause of the issue, and coordinating resources to implement a solution and facilitate a resolution to the problem. The position also spends time on project or initiative leadership and delivery; this work is often related to implementing changes or updates to contact centre and critical clinical messaging software and/or hardware; and deploying services for new and existing clients.

As an IT Analyst II, you will provide technical support related to information technology applications either directly to users of the systems or to service delivery functions. You will ensure reliable operations of information systems, resolve complex technical problems, find solutions to customer needs, and lead projects and program initiatives. You will be responsible for more advanced application, telecom or technology support duties. You will investigate, diagnose, and resolve complex problems that have typically been escalated several levels before assignment to this position, and will translate business requirements into technical requirements for a solution and recommend a potential approach to the vendor. You will analyse the solution provided to ensure that it fits both technical requirements and business needs. You will also spend time on project or initiative leadership and delivery.

Completion of bachelor's degree in Computer Science or Information Technology or equivalent.

A post-secondary diploma in an IT related discipline. 3-5 years of related technical/professional experience.

Professional or business certification, or other training relevant to the functions of this position. Examples: Genesys, Vocera, Cisco, and ITIL.