New Value Solutions, a national IT consulting company, is seeking a Business Analyst to support the coordination and delivery of the HyperCare and Organizational Change Management (OCM) branches of an overall Workforce Management (WFM) project. The initiative will replace a legacy scheduling system with a new cloud-based SaaS scheduling solution.

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

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

Requirements:

6+ years of experience with Business Analysis Experience with HyperCare and OCM Experience with large-scale WFM SaaS implementation Experience with payroll process and payroll system implementations Experience in multi-collective agreement and complex labour relations environment Strong leadership and stakeholder management skills Experience developing communications, training, and readiness plans Strong understanding of healthcare operations and environments Excellent communication and facilitation skills Experience managing organizational change and resistance Ability to support large, diverse user groups PMP, PRINCE2, or similar certification considered an asset PROSCI certification or similar considered an asset Experience working with external SI (system integrator) partners on implementing SaaS solutions in complex integration projects as well as knowledge of WFM systems required.

If you have this expertise, and are able to work in Canada please submit your resume. While we thank all candidates in advance for their application, only those candidates who are shortlisted will be contacted.

ID# 5439