Service Delivery Support Analyst

Winnipeg Regional Health Authority; Winnipeg; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

The Winnipeg Regional Health Authority is offering an opportunity for a service delivery support analyst focused on ITIL processes in healthcare delivery. The role requires strong leadership, customer service skills, and a commitment to upholding healthcare standards in Manitoba. Ideal candidates will possess a relevant diploma and ITIL certification, contributing to a collaborative environment aimed at improving health services.

Qualifications

• 3 years of experience with ITIL best practices.
• Knowledge of Manitoba’s Personal Health Information Act (PHIA) is an asset.
• ITIL V3 Foundations certification required.

Responsibilities

• Support in ITIL processes: problem, change, incident, release management.
• Perform audits and ensure application of best practices.
• Document solutions and operational support processes.

Skills

Customer service

Leadership

Education

Post-secondary diploma in an information technology related program

Tools

Call tracking tools

Productivity tools

Job description

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Site: Shared Health -330 Portage Avenue

Department / Unit: Digital Process Management 2

Job Stream: Non-Clinical

Union: Non Union

Anticipated Start Date: 07/16/2025

FTE: 1.00

Anticipated Shift: Days

Work Arrangement: Hybrid

Daily Hours Worked: 7.75

Annual Base Hours: 2015

Shared Health leads the planning and coordinates the integration of patient- centered clinical and preventive health services across Manitoba. The organization also delivers some province-wide health services and supports centralized administrative and business functions for Manitoba health organizations.

Position Overview

Digital Health focuses on supporting clinical and business systems as the foundation for leveraging electronic data in the delivery of health-care services.

We have an opportunity for a service delivery support analyst. Reporting to the acting manager, the service delivery support analyst will provide support and analysis in all areas of ITIL processes (problem, change, incident, release, knowledge, asset and configuration management). The successful candidate will perform audits, anticipate and respond to business requirements to ensure the application of best practices, maintain the integrity and viability of data, and document solutions, systems and operational support processes. The service delivery support analyst will initially focus on release management and will collaborate with a small team supporting all areas of ITIL processes. The successful candidate’s focus on customer service will be evident in the professionalism and diplomacy demonstrated in their interactions with clients.

Experience

• 3 years of experience working in one or all ITIL best practice processes, the use of call tracking/work order management tools and productivity tools, and applicable hardware systems and software applications
• Working knowledge of and practical experience applying Manitoba’s Personal Health Information Act (PHIA) is an asset

Education (Degree/Diploma/Certificate)

• Post-secondary diploma in in an information technology related program from an accredited educational institution; an equivalent combination of relevant education and experience may be considered.

Certification/Licensure/Registration

• ITIL V3 Foundations certification is required.

Qualifications and Skills

• Demonstrated shared leadership capabilities appropriate to front-line influence on people to work together to achieve a common constructive purpose. Shared Health has adopted the LEADS in a Caring Environment framework.

Physical Requirements

• Must be available to work flexible hours to accommodate service requirements and support our 24/7/365 client needs across the province across a variety of shifts and through overtime and on-call as required.
• Must be able to work safely in a typical computerized open office environment, and able lift and move items of up to approximately 25 lbs.
• Must have a valid Manitoba driver’s license and use of a personal motor vehicle for occasional travel within the province.

We have a unique ability to work together to make health care better. If you want to make a difference and contribute to supporting the health of your family, friends and neighbours, please apply today.

Interested candidates should selectthe "Apply" icon below to upload their cover letter, resume and copy of licenses/certification.

This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search), Child Abuse Registry Check and Adult Abuse Registry Check as conditions of employment. The successful candidate will be responsible for any service charges incurred. A security check is considered current if it was obtained no more than six (6) months prior to the start of employment.

Please note that an employee is not permitted to hold two or more positions in Shared Health that combine to equal more than 1.0 FTE.

Shared Health values and supports employment equity and workplace diversity and encourages all qualified individuals to apply. We thank all applicants but only those selected for an interview will be contacted.

We welcome applications from people with disabilities. Accommodationsare available upon request during the assessment and selection process.