Technology Analyst II (Clinical Products and Technology)

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Technology Analyst II (Clinical Products and Technology)

Location:

Vancouver, BC, CA, V6Z 2H2

Jobs by Category: Health

Job Function: Technology

Status: Full Time

Schedule: Regular

Location: On-site -TELUS Health Care Centre - 300-808 Nelson St., Vancouver, BC
Schedule: Monday to Friday, 9am to 5pm PST

Our team and what we’ll accomplish together

Within TELUS Health Care Centers (THCC) business unit, the Products and Technology IT team leads the strategic and financial planning, program framework, and governance for health clinics across Canada. The THCC IT team leads the strategic governance and management of healthcare technologies to deliver targeted outcomes and maximize value for our stakeholders and team members.

As a Technology Analyst II team member, you will be part of an energetic and dedicated team that manages the day to day IT operations for our TELUS Health Clinics nationally. This means providing our clinics with IT support for various technical requests, in-person desk side support for hardware issues, proactively addressing technical issues with various clinic equipment and managing a ticket queue to document and process incoming requests.

You are a dynamic, hardworking, and driven team member that thrives in a high paced environment while dedicated to providing excellent customer service.

What you’ll do

• Identify, respond to and resolve both client problems and requests ensuring a high level of system availability and client satisfaction
• Achieve a high percentage of incident resolution without escalation and maintain a stakeholder satisfaction rating of >98%
• Participate in team collaboration to build new processes, and improve existing processes to save time, lower costs, and remove roadblocks
• Manage escalations and critical incidents as they arise off- hours
• Manage inventory of assets for all clinics nationwide and deployment to team members
• Become a support SME for TELUS Health’s IT products and services
• Manage end-to-end requests for BU’s, while providing regular updates until complete
• Support in after hours troubleshooting or testing of systems when required
• Actively participate in developing and refining IT support processes, workflows, and protocols to improve efficiency and streamline ticket resolutions.
• Responsible for creating, updating, and maintaining internal documentation related to technical support, system configurations, troubleshooting, and standard operating procedures (SOPs)

What you bring

• Skilled in MS Windows 10, 11, SCCM client and tools, Active Directory, and Microsoft Office Suite
• Talented at installing and configuring hardware & software
• Confident with methodologies for supporting undocumented products or services
• With deep insight of server, network, and enterprise IT technologies
• Skilled in incident and problem management tools (ITSM) and best-practices
• Valued for your awareness of IT security best-practices
• Respected for your understanding of iOS for simple troubleshooting
• With a knack for Google’s Workspace host of applications like Drive, Sheets and Slides
• Known for your troubleshooting, problem solving, and analytical skills
• Regarded for your mechanical aptitude, hardware repair or replace skills
• Valued for your ability to work independently with minimal supervision and also effectively as part of a team
• Commended for your ability to multitask, prioritize and perform job functions under stress and pressure
• Confident at adapting quickly to new technologies
• Known for your strong organizational skills and has a structured approach in what they do and in their communications
• Valued for your strong verbal and written communication skills
• Committed to contributing to process improvement
• Skilled at escalating unresolved incidents to appropriate teams for swift resolution.
• High School Diploma
• MCP or MSCE, A+ Certification or 2+ years of related enterprise IT experience

Great to haves

• Degree or certificate in Computer Science or Information Technology certificate
• Database knowledge
• Windows 11 experience
• ITIL Foundation Knowledge
• Bilingual French (spoken and written)

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

Salary Range: $60,000-$90,000

Performance Bonus or Sales Incentive Plan: 10%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

Please note that the compensation shown in the job posting may be subject to change in 2025.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

140 million+
Health claims processed using TELUS Health solutions

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.