Clinical User Experience Analyst (BA2)

Job Description

Clinical User Experience Analyst (BA2)

Client: Service New Brunswick / Government of New Brunswick

Program: Provincial Clinical Information Solution (CIS) – Symbio Program

Location: Remote – Canada

Travel: Must be available to travel to New Brunswick at least once per month

Contract: 2 Years, with two optional 1-year extensions

Contract Dates: August 17, 2026 – August 16, 2028

Employment Type: Full-Time Contract

Standard Workday: 7.5 hours

About the Opportunity

Service New Brunswick / Government of New Brunswick is seeking experienced Clinical User Experience Analysts (BA2) to support the Provincial Clinical Information Solution (CIS) – Symbio Program.

New Brunswick is undertaking a major transformation to transition from multiple standalone hospital information systems toward a unified, standardized, and integrated Clinical Information Solution. This role will focus on improving the experience of clinicians and other clinical end users by combining clinical user experience, IT Service Management (ITIL), Service Desk optimization, and formal Project Management capabilities.

The successful candidate will work at the intersection of clinical operations, technology, service management, and project delivery to ensure clinicians have intuitive, reliable, and effective technology and support services.

Key Responsibilities

Clinical User Experience & Requirements

• Engage directly with front-line clinicians and clinical end users across various healthcare settings to understand their needs, workflows, pain points, and service requirements.
  
• Conduct user experience and workflow assessments to identify opportunities for improving clinical technology and support services.
  
• Elicit, analyze, validate, document, and prioritize clinical user experience, business, and service requirements.
  
• Work closely with clinical subject matter experts, CIS teams, internal IT teams, Service Desk personnel, vendors, and project leadership.
  
• Translate clinical and operational needs into clear business and service requirements.
  
• Facilitate workshops and working sessions to validate existing requirements and identify new business and information technology requirements.
  
• Conduct gap analysis between current-state processes and desired future-state capabilities.
  

Service Desk Redesign & IT Service Management

• Lead current-state assessments of IT and/or clinical Service Desk processes.
  
• Analyze and optimize intake, triage, escalation, resolution, ticketing, and ITSM workflows.
  
• Design streamlined, ITIL-aligned target-state Service Desk processes.
  
• Apply ITIL practices covering Incident, Request, Problem, and Knowledge Management.
  
• Develop and improve escalation frameworks and service management processes.
  
• Define and support Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
  
• Support the development of knowledge bases and self-service capabilities.
  
• Identify opportunities to improve service efficiency, consistency, usability, and clinician satisfaction.
  

Project Management

• Lead process improvement, service transformation, and technology adoption initiatives from planning through closure.
  
• Develop and maintain project charters, work plans, schedules, and project documentation.
  
• Maintain RAID logs covering risks, actions, issues, and decisions.
  
• Prepare and deliver project status reports to project leadership, governance bodies, and stakeholders.
  
• Coordinate activities across multiple stakeholder groups and workstreams.
  
• Track project progress, dependencies, risks, issues, actions, and decisions.
  
• Support implementation and adoption of service and technology improvements.
  
• Ensure project activities remain aligned with defined objectives, timelines, and expected outcomes.
  

Facilitation, Research & User Experience Analysis

• Lead stakeholder workshops to identify and articulate business and service requirements.
  
• Develop and facilitate sessions involving clinicians, SMEs, project teams, technology teams, and leadership.
  
• Develop and/or contribute to user stories, user personas, and use cases.
  
• Conduct usability testing, surveys, service desk ticket analysis, and trend analysis.
  
• Analyze user behaviour, pain points, service trends, and operational needs.
  
• Use research findings to recommend practical improvements to clinical technology and support services.
  
• Present findings, recommendations, requirements, and project updates to stakeholders at all levels.
  

Clinical Information Solution Support

• Support clinical standardization and CIS implementation activities.
  
• Collaborate with clinical experts to gather input and insights for clinical standards.
  
• Build, validate, and test clinical content within the CIS.
  
• Collaborate with project teams to support smooth implementation and adoption of clinical standards.
  
• Develop and maintain process and solution documentation, including workflows, use cases, user guides, and training materials.
  
• Support stakeholder communication and change/adoption activities associated with CIS implementation.
  

Requirements

Mandatory Qualifications & Experience

Candidates must clearly demonstrate all mandatory requirements below.

M1 – Education

• Bachelor's-level university degree in Business, Healthcare, Information Technology, or a related discipline.
  
• An equivalent combination of education and experience may be considered.
  

M2 – Project Management Experience

• Minimum 3 years of demonstrated experience in a formal Project Management capacity.
  
• Experience leading process improvement, service transformation, or technology adoption initiatives from planning through closure.
  
• Hands-on experience with:
  
• Project charters
  
• Schedules/work plans
  
• RAID logs
  
• Status reporting
  
• Project planning and execution
  
• Stakeholder coordination
  

M3 – Service Desk / ITSM Optimization

• Minimum 3 years of demonstrated experience redesigning, streamlining, or optimizing an IT or clinical Service Desk function.
  
• Experience must include:
  
• Intake workflows
  
• Triage
  
• Escalation
  
• Resolution workflows
  
• Ticketing/ITSM tooling
  
• Service Level Agreements (SLAs)
  

M4 – ITIL

• ITIL Foundation certification (v3 or v4) or higher, OR
  
• A minimum of 2 years of demonstrated hands-on application of ITIL practices, including:
  
• Incident Management
  
• Request Management
  
• Problem Management
  
• Knowledge Management
  

M5 – Clinical / End User Engagement

• Proven experience engaging directly with front-line clinicians or end users in a healthcare or other complex operational environment.
  
• Experience gathering:
  
• User experience requirements
  
• Workflow requirements
  
• Service requirements
  
• Clinical/operational needs
  

M6 – Availability

• Candidate must be available to commence the assignment on or about August 17, 2026, or earlier if possible.
  

M7 – Conflict of Interest

• Candidate/vendor must not be a prime respondent or named subcontractor/partner to a prime respondent on RFP #8025087-25, as participation may constitute an actual or perceived conflict of interest.
  

M8 – Submission Limit

• A maximum of 2 candidates may be submitted per vendor.
  

M9 – Submission Requirement

• Candidate submission must comply with the SOW requirement of a maximum 6-page response, focused on the scored requirements and deliverables.
  

Preferred / Scored Qualifications

Candidates with the following experience will be strongly preferred and can strengthen the overall submission:

S1 – Multi-Stakeholder Project Management

• 3+ years leading multi-stakeholder initiatives within complex organizations.
  
• Experience developing:
  
• Project charters
  
• Work plans
  
• Schedules
  
• Risk/issue/action logs
  
• Leadership and governance reporting.
  

S2 – ITIL-Aligned Service Desk Transformation

• 3+ years applying ITIL-aligned practices to redesign or streamline Service Desk operations.
  
• Experience with:
  
• Current-state assessments
  
• Target-state process design
  
• Escalation frameworks
  
• SLA/OLA definition
  
• Knowledge base development
  
• Self-service development.
  

S3 – Facilitation & Business Analysis

• 3+ years of strong facilitation experience.
  
• Experience leading workshops to:
  
• Identify business and service requirements
  
• Articulate requirements
  
• Develop user stories
  
• Develop user personas
  
• Develop use cases.
  

S4 – Stakeholder & Clinical Communication

• 3+ years of demonstrated communication, facilitation, and interpersonal skills.
  
• Ability to confidently collaborate with:
  
• Clinicians
  
• Project team members
  
• Subject matter experts
  
• Technology teams
  
• Stakeholders at all organizational levels.
  

S5 – User Research & Usability

• 2+ years conducting research methods such as:
  
• Usability testing
  
• Surveys
  
• Service Desk ticket analysis
  
• Trend analysis
  
• User behaviour analysis
  
• Pain-point identification
  
• User needs assessment.
  

S6 – Clinical Information System Experience

Experience supporting or participating in a Clinical Information System (CIS) implementation is an asset, including systems such as:

• MEDITECH Expanse
  
• Epic
  
• Cerner / Oracle Health
  
• Similar Clinical Information Systems.
  

S7 – Additional Certification

Formal Project Management and/or Service Management certification is an asset, including:

• PMP
  
• CAPM
  
• PRINCE2
  
• ITIL Practitioner or higher.
  

S8 – French & English

Strong verbal and written communication, facilitation, and presentation skills in both French and English are strongly preferred.

S9 – New Brunswick Experience

Previous experience working within New Brunswick technology or healthcare environments, with an understanding of the local technology, healthcare landscape, policies, and practices, is an asset.

S10 – Clinical Background

Previous experience working as a clinician is considered an asset.

Key Deliverables

The successful candidate will be expected to produce deliverables including:

• Detailed review of existing business requirements.
  
• Clinical stakeholder engagement and input gathering.
  
• Facilitation sessions to validate existing requirements and identify new business/IT requirements.
  
• Gap analysis.
  
• Detailed process and solution documentation.
  
• Workflows, use cases, user guides, and training materials.
  
• Business and client requirements analysis.
  
• Recommendations and implementation of solutions.
  
• Monitoring effectiveness of implemented solutions.
  
• Building, validating, and testing clinical content within the CIS.
  
• Collaboration with project teams to support successful implementation.
  
• Stakeholder communication plans supporting clinical standardization.
  

Reporting Structure

The successful candidate will report to the Director of Technical Stream, CIS Project, with a dotted-line relationship to the Service Desk / IT Operations Lead for Service Desk redesign and ITIL process implementation activities.

Work Location & Travel

This is a remote position within Canada. Candidates must be able to travel to New Brunswick at least once per month throughout the project duration. Travel time and costs from the candidate's remote location to New Brunswick are the vendor's responsibility. Authorized travel expenses while in New Brunswick will be reimbursed according to applicable provincial travel rates

Ideal Candidate Profile

The strongest candidates will be Clinical Business Analysts, Clinical User Experience Analysts, Business Analysts, IT Service Management professionals, or Project Managers who combine:

• Healthcare/clinical stakeholder engagement
  
• Clinical or IT Service Desk transformation
  
• ITIL practices
  
• Formal Project Management
  
• Business and service requirements elicitation
  
• Workshop facilitation
  
• User experience research
  
• Usability testing
  
• Process redesign
  
• ITSM/ticketing environments
  
• Clinical Information System implementation experience
  
• Strong documentation and communication skills
  

Candidates who exceed the minimum experience requirements, have CIS implementation experience, possess PMP/PRINCE2/CAPM/advanced ITIL credentials, have New Brunswick healthcare/technology experience, or can communicate professionally in both French and English will be particularly competitive.

Requirements
Mandatory Qualifications & Experience Candidates must clearly demonstrate all mandatory requirements below. M1 – Education Bachelor's-level university degree in Business, Healthcare, Information Technology, or a related discipline. An equivalent combination of education and experience may be considered. M2 – Project Management Experience Minimum 3 years of demonstrated experience in a formal Project Management capacity. Experience leading process improvement, service transformation, or technology adoption initiatives from planning through closure. Hands-on experience with: Project charters Schedules/work plans RAID logs Status reporting Project planning and execution Stakeholder coordination M3 – Service Desk / ITSM Optimization Minimum 3 years of demonstrated experience redesigning, streamlining, or optimizing an IT or clinical Service Desk function. Experience must include: Intake workflows Triage Escalation Resolution workflows Ticketing/ITSM tooling Service Level Agreements (SLAs) M4 – ITIL ITIL Foundation certification (v3 or v4) or higher, OR A minimum of 2 years of demonstrated hands-on application of ITIL practices, including: Incident Management Request Management Problem Management Knowledge Management M5 – Clinical / End User Engagement Proven experience engaging directly with front-line clinicians or end users in a healthcare or other complex operational environment. Experience gathering: User experience requirements Workflow requirements Service requirements Clinical/operational needs M6 – Availability Candidate must be available to commence the assignment on or about August 17, 2026, or earlier if possible. M7 – Conflict of Interest Candidate/vendor must not be a prime respondent or named subcontractor/partner to a prime respondent on RFP #8025087-25, as participation may constitute an actual or perceived conflict of interest. M8 – Submission Limit A maximum of 2 candidates may be submitted per vendor. M9 – Submission Requirement Candidate submission must comply with the SOW requirement of a maximum 6-page response, focused on the scored requirements and deliverables. Preferred / Scored Qualifications Candidates with the following experience will be strongly preferred and can strengthen the overall submission: S1 – Multi-Stakeholder Project Management 3+ years leading multi-stakeholder initiatives within complex organizations. Experience developing: Project charters Work plans Schedules Risk/issue/action logs Leadership and governance reporting. S2 – ITIL-Aligned Service Desk Transformation 3+ years applying ITIL-aligned practices to redesign or streamline Service Desk operations. Experience with: Current-state assessments Target-state process design Escalation frameworks SLA/OLA definition Knowledge base development Self-service development. S3 – Facilitation & Business Analysis 3+ years of strong facilitation experience. Experience leading workshops to: Identify business and service requirements Articulate requirements Develop user stories Develop user personas Develop use cases. S4 – Stakeholder & Clinical Communication 3+ years of demonstrated communication, facilitation, and interpersonal skills. Ability to confidently collaborate with: Clinicians Project team members Subject matter experts Technology teams Stakeholders at all organizational levels. S5 – User Research & Usability 2+ years conducting research methods such as: Usability testing Surveys Service Desk ticket analysis Trend analysis User behaviour analysis Pain-point identification User needs assessment. S6 – Clinical Information System Experience Experience supporting or participating in a Clinical Information System (CIS) implementation is an asset, including systems such as: MEDITECH Expanse Epic Cerner / Oracle Health Similar Clinical Information Systems. S7 – Additional Certification Formal Project Management and/or Service Management certification is an asset, including: PMP CAPM PRINCE2 ITIL Practitioner or higher. S8 – French & English Strong verbal and written communication, facilitation, and presentation skills in both French and English are strongly preferred. S9 – New Brunswick Experience Previous experience working within New Brunswick technology or healthcare environments, with an understanding of the local technology, healthcare landscape, policies, and practices, is an asset. S10 – Clinical Background Previous experience working as a clinician is considered an asset. Key Deliverables The successful candidate will be expected to produce deliverables including: Detailed review of existing business requirements. Clinical stakeholder engagement and input gathering. Facilitation sessions to validate existing requirements and identify new business/IT requirements. Gap analysis. Detailed process and solution documentation. Workflows, use cases, user guides, and training materials. Business and client requirements analysis. Recommendations and implementation of solutions. Monitoring effectiveness of implemented solution