About this opportunity
Reporting to the Applications Services Team Lead, dealing with all levels of employees, this position provides level 2 helpdesk support and analysis, troubleshooting, and resolution of system issues ensuring that all system applications are working as they should be and that users are able to perform the day to day functions of their roles.
Take an inside look at what you’ll be do each day
- Work in accordance with company health and safety guidelines and procedures; actively participate in safety initiatives, and promptly report any hazards or concerns.
- Ensure proper use of routine practices and use of personal protective equipment as required.
- Respect privacy and confidentiality of clients/caregivers/families and the health care team. Obtain verbal, or when required, signed consent to treat and ensure ongoing consent
Applications Support & Customer Service 60%
- Create great customer experiences.
- Answer level 2 inquiries via email, Teams, calls or tickets from internal users within departments, locations and clinics nationally.
- Support Application Services Ticket Queue.
- Resolve escalations in a timely manner.
Investigation 30%
- Ensure documented Knowledge Articles are created, followed and kept up to date.
- Help to determine root cause for system issues.
- Analysis, investigation, and timely engagement with other teams to better understand software issues and make basic recommendations.
- Collaborate with various teams to successfully implement and support new software solutions.
- Aid with System updates / patches, perform Smoke/Regression Testing.
Ad Hoc & less regular requests 10%
- Training of new and existing employees on applications.
- Data entry, Project Tasks and involvement in other IT initiatives.
- Provide support to Service Desk during outages & when required.
What you need to be successful
- 2–5 years of Level 2 IT/Application Support experience (EMR/CRM or healthcare experience preferred).
- EMR/CRM administration, troubleshooting, and quality assurance.
- Strong customer service, communication, and interpersonal skills.
- Excellent organization, multitasking, and attention to detail.
- IT-related college/university education and ITIL Foundations certification.
- French language skills and strong computer proficiency are assets.
What CBI Health offers you
- Continuous learning and skills development, including management opportunities
- Competitive compensation with comprehensive benefits and rewards package, including group health, dental and vision benefits
- Flexible hours, which allow work-life balance and focus on quality of life
About Us
CBI Health is Canada's leading community healthcare provider. Our national interdisciplinary network of healthcare staff and professionals is over 2,500 strong, and we continue to find ways to innovate our services to provide better recovery and support for our clients.
We’re changing how healthcare is experienced. We believe it starts with putting our clients first. Our diverse healthcare team works together with our clients to address all parts of their life, to provide data-driven solutions and better health outcomes. Learn more at cbihealth.ca (http://www.cbihealth.ca/).
Inclusion Matters
We welcome applicants of all backgrounds, identities, and lived experiences and provide accommodations throughout the hiring process.
