Infrastructure Analyst II - Service Now

at  eHealth Saskatchewan

Employment Type: Permanent Full-time
Location(s): SK
Salary Range: $41.934 - $51.038 Hourly
Salary Supplement: included in hourly salary range (in-scope)

WHY EHEALTH?

We may be biased, but eHealth Saskatchewan is the place to be right now! As the result of a province wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support. This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.
We are a Treasury Board Crown Corporation that focuses on digital technologies to enable, support, and enhance high quality health services across the entire province. There is no greater job satisfaction than knowing the work you do is directly related to saving a life or bringing a new one into the world. Although we may not be front facing with patient care, we have a huge role in maintaining and improving IT systems and supporting health care providers and teams throughout Saskatchewan in delivering the best possible care to patients, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs and services that support patient care and information include Virtual Care, MySaskHealthRecord, the Provincial Electronic Health Record, Health Registries (eligibility for health services/distribution of health cards) and vital event records.
Our vision is “Connected healthcare, accessible to everyone, everywhere” with a mission to “Collaborate to transform healthcare through the use of information and innovative technology”. It is a complex environment, constantly evolving and quick to change as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.
About the Role:
Reporting to the Manager, Core Business Platforms, eHealth Saskatchewan is seeking a skilled Service Now Analyst II with a focus on Service Now Infrastructure, to join the team and assist in the support of IT services that eHealth provides to the health system across Saskatchewan. This is an exciting and technology driven role that will require technical knowledge in a vast set of tools and infrastructures. The successful candidate’s primary role will be in supporting eHEalth’s ServiceNow hosted platform which includes managing the current state environment and planning for future expansion.
The successful candidate will have the opportunity to develop and maintain process documentation, research, and analyze issues, influence implementation plans for upgrades, and support new releases and patches. Some other responsibilities will include participating in incident response, service request and change management support, team workplan management, and status reporting.
We are looking for an individual with a passion for patient care and a commitment to delivering high-quality technical solutions for the healthcare system. This is done by monitoring production technology systems to ensure optimal performance and identifying opportunities for improvement. To succeed in this role, strong technical documentation skills and an understanding of architecture standards are essential.

Typical daily duties:

• Provide technical support and guidance regarding projects and situations where a solution is required.
• Works with Team Lead and Architecture to design and implement future state.
• Monitors and maintains continuity with system software licensing and maintenance agreements.
• Develops and maintains a library of all supporting documentation. Populates and reviews knowledge records.
• Performs research, analysis and modifications to improve processes and technologies. Identifies long term operational requirements.

What are we looking for?
The knowledge and skills required for this position would be obtained through the completion of a post-secondary degree or diploma related to Information Technology. In addition to educational requirements, the successful candidate will have at least 3 years of experience working as a ServiceNow Analyst, or similar role (Service Now Administration) within an enterprise calss IT environment. An equivalent combination of education and experience may be considered.

ADDITIONAL SKILLS TO QUALIFY FOR THIS POSITION INCLUDE:

• Understanding of ITIL best practices including Application Life Cycle Management, Change Management and Service Delivery Management.
• Experience working with multi-tiered architectures, including engagement of cross-functional teams (i.e. server, network, DBAs).
• Experience assessing, monitoring, sustaining and/or optimizing the performance of large scale customized, off the shelf or custom-developed applications, interfaces and associated environment.
• Ability to develop and maintain relevant support documentation and contribute to incident and program solving records.
• Ability to conduct requirement analysis and unit testing, with proven experience.
• Ability to work on enterprise level cloud platforms.
• Ability to juggle multiple projects simultaneously.
• Experience as a Service Now Platform Administrator.
• Administer and maintain the ServiceNow platform, including user management, security, and data integrity.
• Support the configuration and customization of ServiceNow applications and modules to meet business requirements.
• Develop and implement workflows, business rules, and UI policies.
• Monitor system performance and troubleshoot issues as they arise.
• Collaborate with stakeholders to gather requirements and provide technical solutions.
• Create and maintain documentation for configurations, processes, and procedures.
• Proficiency in JavaScript, HTML, CSS and other web technologies
• Experience with Change Management processes.
• Strong understanding of ServiceNow modules, including ITSM, ITOM, and CMDB.
• Previous experience within a health sector environment is an asset.
• Service Now System Administrators Certification is an asset.
  Competencies

TECHNICAL

• Solid understanding and expertise implementing and supporting application installations in a large enterprise environment.
  Overtime, nights/weekends, and after hours on-call will be a requirement of this position.
  If this role sounds like the opportunity you’ve been looking for to showcase your abilities – we’d love to hear from you.

• Provide technical support and guidance regarding projects and situations where a solution is required.
• Works with Team Lead and Architecture to design and implement future state.
• Monitors and maintains continuity with system software licensing and maintenance agreements.
• Develops and maintains a library of all supporting documentation. Populates and reviews knowledge records.
• Performs research, analysis and modifications to improve processes and technologies. Identifies long term operational requirements