Senior Technical Analyst, BORN Ontario – Permanent Full-Time (1.0)

CHEO; Ottawa; On-site; CAD 58,000 - 70,000; Full time

Job summary

CHEO in Ottawa is seeking a Senior Technical Analyst to support BORN's applications and technology infrastructure, providing incident response, troubleshooting and operational improvements. You will administer, monitor and enhance cloud services, databases and related systems, coordinating with internal teams and external providers to ensure reliable, secure healthcare data services.

The role requires strong communication, problem solving and the ability to work independently in a complex IT

Qualifications

• Postsecondary education in computer science, information technology, information systems or a related discipline, or an equivalent combination of education and experience (Essential)
• Minimum three years of relevant experience supporting enterprise applications and technology infrastructure in complex IT environments (Essential)
• Experience developing and executing test scenarios and acceptance criteria to validate application, infrastructure and configuration changes (Essential)
• Strong knowledge of enterprise application and infrastructure administration, including Microsoft server and cloud technologies. (Essential)
• Demonstrated experience with Microsoft SQL Server, database administration and SQL-based troubleshooting (Essential)
• Demonstrated experience administering and monitoring Microsoft Azure services and virtual machines (Essential)
• Experience monitoring technology services for performance, availability, capacity and cost (Essential)
• Demonstrated ability to independently investigate complex technical issues, coordinate escalation and provide technical recommendations. (Essential)
• Excellent written and verbal communication skills, including the ability to communicate technical issues clearly to technical and non-technical audiences (Essential)
• Working knowledge of privacy and information security considerations within healthcare or other sensitive data environments (Preferred)
• Criminal Record Check (Level 1) (Essential)
• Bilingualism (French/English) (Preferred)

Responsibilities

• Provide senior-level technical and operational support for BORN applications and technology services used by internal and external users.
• Administer, monitor and support BORN applications, databases, cloud services and technology infrastructure. Independently investigate complex technical issues and coordinate resolution with service providers.
• Serve as a trusted technical resource to BORN teams by investigating complex issues, providing technical recommendations and coordinating escalation and resolution with internal teams and service providers
• Lead day-to-day technical support operations, including request triage, escalation, user communication and resolution. Analyze service trends and recurring issues to identify opportunities to improve reliability and user experience.
• Perform initial technical triage and support incident response, planned downtime, infrastructure changes, upgrades and recovery activities. Prepare technical information required for escalation and change management.

Skills

Analytical skills

Communication

Problem solving

Organizational skills

Education

Postsecondary education in computer science/IT

Tools

Microsoft SQL Server

Azure

SharePoint

Power BI

Job description

Job Description

Ottawa is built on un-ceded Algonquin Anishinaabe territory. The peoples of the Algonquin Anishinabek Nation have lived on this territory for millennia and we honour them and this land. Their culture and presence have nurtured and continue to nurture this land. CHEO also honours all First Nations, Inuit and Métis peoples and their valuable past and present contributions to this land.

Compensation Pay Range $41.93-$50.97

CHEO is one of the few stand-alone, global leaders in pediatric health and is home to more than 6,500 staff, clinicians, scientists and researchers, as well as volunteers – all of whom work together to help children and youth achieve their best lives. Within its own walls and through partnerships with community providers, CHEO has transformed from a 20th century acute care hospital into a 21st century integrated child and youth health system.

Ranked in the top 1% of Canadian hospitals for the digitization of its clinical infrastructure, CHEO combines excellence in clinical care, research, and education to advance seamless care that’s provided where, when, and how it is needed. CHEO’s Research Institute is dedicated to world-class clinical, translational, and basic science research covering a wide range of children’s health concerns. CHEO has been named Canada's best health-care employer by Forbes in 2024, 2025 and 2026 and is ranked second among Canadian hospitals on its list of Canada's Best Employers for multiple consecutive years. For the 14th consecutive year in a row, the editors of Canada's Top 100 Employers has recognized CHEO as a top employer in the National Capital Region. Every year CHEO helps more than 500,000 children and youth from Eastern Ontario, western Quebec, Nunavut and Northern Ontario.

Better Outcomes Registry & Network (BORN) Ontario

Funded by the Government of Ontario and administered by CHEO, the Better Outcomes Registry & Network (BORN) is Ontario's prescribed perinatal, newborn and child registry. BORN collects, protects and enables the use of high-quality health data to support care, reporting, research and health-system decision-making across Ontario. BORN also manages Prenatal Screening Ontario, which coordinates prenatal screening services across the province. BORN's Technology team operates and supports the applications, infrastructure and digital services that enable secure and reliable collection, management and use of this data.

Position Summary

The Senior Technical Analyst is responsible for the operational support, administration, monitoring and continuous improvement of BORN's applications and technology infrastructure. The role independently investigates complex technical issues, coordinates resolution with internal teams and service providers, supports incident response, and provides trusted technical recommendations to management.

Main Responsibilities

• Provide senior-level technical and operational support for BORN applications and technology services used by internal and external users.
• Administer, monitor and support BORN applications, databases, cloud services and technology infrastructure. Independently investigate complex technical issues and coordinate resolution with service providers.
• Serve as a trusted technical resource to BORN teams by investigating complex issues, providing technical recommendations and coordinating escalation and resolution with internal teams and service providers
• Lead day-to-day technical support operations, including request triage, escalation, user communication and resolution. Analyze service trends and recurring issues to identify opportunities to improve reliability and user experience.
• Perform initial technical triage and support incident response, planned downtime, infrastructure changes, upgrades and recovery activities. Prepare technical information required for escalation and change management.
• Recommend and implement operational improvements that improve service reliability, user experience and efficiency, within the scope of BORN's technology operating model.
• Evaluate technologies and technical solutions relevant to BORN's environment and provide recommendations based on operational need, sustainability, risk and value.
• Monitor assigned technology services for performance, availability, capacity and cost, and provide regular reporting and recommendations to management.
• Identify operational risks, recurring issues and improvement opportunities and provide evidence-based technical recommendations to management.
• Provide technical analysis and recommendations to support technology changes, investments and service improvements.
• Provide technical expertise and operational support to projects and initiatives affecting assigned applications, infrastructure and services.
• Create and maintain technical documentation, standard operating procedures and repeatable processes that support reliable operations and knowledge transfer.
• Develop acceptance criteria and validate changes affecting assigned applications, infrastructure and operational processes. Participate in broader testing activities and ensure assigned changes function as expected before operational closure.
• Own assigned technical products, services and operational processes, including established administration, release, validation, documentation and publishing activities. Coordinate with business and clinical subject-matter experts where content ownership resides outside the role.
• Perform work in accordance with the provisions of the Occupational Health and Safety Act and Regulations and all CHEO corporate/departmental policies and procedures related to Occupational Health and Safety.
• Other duties as assigned

Qualifications

• Postsecondary education in computer science, information technology, information systems or a related discipline, or an equivalent combination of education and experience (Essential)
• Minimum three years of relevant experience supporting enterprise applications and technology infrastructure in complex IT environments (Essential)
• Experience developing and executing test scenarios and acceptance criteria to validate application, infrastructure and configuration changes (Essential)
• Strong knowledge of enterprise application and infrastructure administration, including Microsoft server and cloud technologies. (Essential)
• Demonstrated experience with Microsoft SQL Server, database administration and SQL-based troubleshooting (Essential)
• Demonstrated experience administering and monitoring Microsoft Azure services and virtual machines (Essential)
• Experience monitoring technology services for performance, availability, capacity and cost (Essential)
• Demonstrated ability to independently investigate complex technical issues, coordinate escalation and provide technical recommendations. (Essential)
• Excellent written and verbal communication skills, including the ability to communicate technical issues clearly to technical and non-technical audiences (Essential)
• Strong analytical, troubleshooting and organizational skills (Essential)
• Ability to identify technical and operational risks and recommend appropriate mitigation or escalation (Essential)
• Demonstrated ability to investigate technical issues, identify contributing factors and support sustainable resolution (Essential)
• Experience coordinating technical support and issue resolution with third-party service providers (Essential)
• Ability to independently manage competing operational priorities and respond effectively to changing service needs (Essential)
• Demonstrated ability to work effectively with internal users, external system users and technology service providers (Essential)
• Experience with IT service management processes, including incident, service request, escalation and change management (Essential)
• Experience with Microsoft SharePoint and Power BI administration or publishing (Preferred)
• Knowledge of privacy and information security considerations within healthcare or other sensitive data environments (Preferred)
• Working knowledge of applicable occupational and safety legislation; general knowledge of corporate/departmental policies and procedures related to health and safety (Preferred)
• Criminal Record Check (Level 1) (Essential)
• Bilingualism (French/English) (Preferred)
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic/experience requirements.

Effective March 29, 2021, CHEO will conduct a more comprehensive pre-screening and evaluation process. This process may include more varied and multidimensional testing such as a written test, practical exam, or other assessment. All candidates who meet the essential and preferred qualifications may be tested.

Bilingualism (French/English) will be validated by a language proficiency assessment conducted by a third party provider. Candidates will be required to meet the minimum linguistic profile prior to the date of hire.

Should you require accommodation during any phase in the recruitment process, please contact Human Resources at [e-mail]. All information received in relation to accommodation will be kept confidential and will be handled in compliance with the Accessibility for Ontarians with Disabilities Act.

CHEO values diversity and is an equal opportunity employer. We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process and welcome interest from all qualified applicants.

We thank all those who apply, however, only those to be interviewed will be contacted.