Job Description

On behalf of our Healthcare Client, Affinity Healthcare Solutions is looking for a Workforce Management Business Analyst to support the coordination and delivery of the HyperCare and Organizational Change Management (OCM) branches of the overall Workforce Management (WFM) project. Experience in working with external SI (system integrator) partners on implementing SaaS solutions in complex integration projects, as well as knowledge of WFM systems required.

Responsibilities

HyperCare Support:

Request Triage & Prioritization: Triage incoming HyperCare support requests/issues and categorize them as business process issues, training deficiencies, or system bugs/defects Evaluate reported problems against critical business operations to determine the appropriate severity level Serve as the primary escalation point for unresolved functional or technical issues, bridging the gap between end-users and the functional and technical teams

Knowledge Transfer & Enablement

Develop and continuously update our support knowledge database Recommend updates to the various change management material based on requests/issues received Support Team Enablement: Update Tier 1 and 2 support team members by providing key updates and lessons learned to ensure the team is up to date on various changes, defect resolutions and new learnings as we move through the project. This includes providing team debrief sessions and documenting lessons learned.

Monitoring & Reporting

Identify recurring issues and user friction points and/or frequently asked questions to recommend improvements and/or adjustment to the overall OCM Plans Review of the HyperCare Dashboard to track request volumes, resolution times and adherence to Service Level Agreements and raise issues as required

OCM Support

Review various OCM Deliverables such training material, Facts Sheets, Quick Reference Guides and job aids for quality and completeness, recommending adjustments as required Serve as a key liaison between the technical and functional teams on the OCM teams

Business Analysis Support: Collaborates with the Project Manager to produce various Options Analysis and Decision Documents deliverables

Affinity Earn

Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/

About Affinity

Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 13615