Application Support Associate - Regional Base Hospital - Regular full-time 2024-8745

The Regional Base Hospital Program (RBH) under Sunnybrook Centre for Prehospital Medicine is responsible for providing medical oversight through certification, recertification, continuing education, and continuous quality improvement to approximately 3,000 paramedics who are employed by the following services:

Beausoleil First Nation Paramedic Services

County of Simcoe Paramedic Services

Halton Region Paramedic Services

 Muskoka Paramedic Services

Peel Regional Paramedic Services

Rama First Nation Paramedic Services

Toronto Paramedic Services

We are looking for an outstanding, self-motivated person for an Application Support Associate (Associate) position. The incumbent will support and coordinate specific technical application activities under the direction of the Business Systems Manager for the Regional Base Hospital Program. In this role, the Associate will provide front-line technical/operational support while fostering strong working relationships with paramedic healthcare providers, paramedic service operators, and other key stakeholders . Additionally, they will be responsible for identifying system issues and providing recommendations to Business Systems & the RBH Program Managers on strategies for improvement regarding technical support in compliance with existing policies and procedures and good IT practices.

Further, the incumbent will be responsible for overseeing the continued operation of the Centre’s education-related technical equipment, including but not limited to audio and simulation devices, computers, projectors, tablets, smartphones, and other peripheral devices.

We are seeking candidates with the following attributes:

• Excellent organizational skills
• Accountable and self-motivated
• Exceptional communication skills (both written & oral)
• A team player with customer service experience
• Willingness to learn new processes, systems, and computer applications
• Flexible & can work independently

Summary of Duties

• • Provide front-line technical & operational support for the following IT systems/applications:
• Paramedic Portal of Ontario – (PPO): Moodle-based learning management system
• Aladtec: Electronic payroll/shift scheduling system
• Articulate 360 Studio: eLearning development software
• ePatch: Specialized and secure communication system utilized by paramedics and physicians
• Global rating scale management suite (GRSMS): In-house assessment and scoring system (based on Pronto forms & Google sheets) utilized for managing all aspects of an objective structured clinical evaluation (OSCE)
• SurveyMonkey/LimeSurvey
• Audio/visual equipment such as projectors, audio recording devices & other related peripheral computer devices

• • Specialized support for the systems listed above includes but is not limited to:
• Provide expert assistance/guidance to end-users which include paramedics, service operators & other RBH staff
• Investigate and identify the root cause of issues within systems and implement fixes in a timely manner, escalating fatal errors to the development team and managers
• Test latest system improvements, ensuring proper permission restrictions and privacy policies are maintained
• Create and maintain operational/technical documentation for assigned systems, updating as necessary with identified knowledge gaps
• Perform specialized tasks within the administered applications, such as:
  • Create courses/curriculums based on the education manager’s requirements, ensuring paramedics have access during specified timeframes within PPO
  • Create master schedules for Aladtec, assigning roles, minimum/maximum staffing, and  assigning staff to specified skillsets
  • Review and maintain the dashboard and data flow of GRSMS
• Work with managers/coordinators on new project ideas, developing ways to implement their needs into the aforementioned systems to improve efficiency and reporting
  • Ensure compliance of all RBH IT/Business Systems to:

• Sunnybrook Corporate IT Policies and Procedures
• IT Working Group/IT Change Advisory Board (CAB) decisions
• Accepted good IT practices in compliance with relevant privacy impact and threat risk assessments
• Liaise with PPO Operational and Technical Working Groups: provide information; decision-making related to processes, functionality and reporting; liaise with Managers and Medical Directors for documentation and workflow review.

• • Administer data and system parameters in RBH-specific IT/Business Systems. This includes but is not limited to:
• Workflows management and configurations
• Form and system functionality
• User access and permissions
• Escalate programming/database inaccuracies
  • Work closely with the development team, building new tools, reports and processing end-user requests
  • Monitor systems for information gaps and data quality issues from multiple sources.
  • Utilize data to manage and administer various operational functions. Examples include:
• Run custom queries to track and monitor essential business deliverables.
• Report to service managers on a completion percentage of services and timelines
• Education status of all paramedics
• Scheduling, availability hours, and payroll for faculty members

• Investigate potential new technologies the team can incorporate into systems to increase workflow and efficiency
  • Manage physical assets, audio-visual kits, and simulation bags for deployment, ensuring:

• The latest security patches are installed
• Physical assets are in working order
• Replacing and reporting broken items
• Assets are properly checked in and out
• Computers and equipment are operationally ready

• Assist with other business systems/RBH duties as required

Qualifications

• Excellent knowledge of Moodle learning management system
• 2 years of College program and 2 years related experience or 3-5 years of experience
• Proficient in MS Office (specifically Outlook, Word, Excel & PowerPoint), Adobe Acrobat Pro, Google Docs (specifically Google sheets)
• Proficient in the use of Android/IOS/Windows based devices
• Experience building ad-hoc reports using data in MS Excel & MS Access