PointClickCare Solution Analyst

The PointClickCare Solution Analyst role is to support the planning, design, configuration, and launch of business improvements in support of organizational processes across our Senior’s Living business line. This includes identifying, analyzing, configuring, and validating business needs to ensure alignment to the required business capabilities.

A key aspect of this role involves using your Clinical Informatics knowledge to support and optimize the use of PointClickCare, our core platform for senior care operations, ensuring it meets evolving business and clinical requirements.

Responsibilities also include gathering and analyzing data in support of business cases, requests for proposal and systems requirements. The Application Support Analyst may also be responsible for generating and compiling reports based on the findings, complete with probable causes and viable solutions to systems issues. This individual will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve systems issues to maximize the benefit of IT system investments.

POSITION RESPONSIBILITIES :

Application Configuration / Support

Actively support the application portfolio across the Seniors Living line of business.

Clarify and translate business requirements / objectives into functional specifications and designs.

Configure new software features to enhance business capabilities and / or efficiencies.

Independently or in collaboration with peers, configure enhancements based on defined business requirements.

Design test scripts and lead testing to align to defined specifications.

Support in-depth root cause analysis of problems and contribute to the associated mitigations.

Migrate new enhancements / configurations across various platform phases (DEV to UAT to Prod)

Ensure consistency and standardization across multiple instances of the same solution, where necessary.

Provide onboarding / offboarding support based on defined SLA’s.

Resolve and document application incidents and defects.

Manage vendor escalations and vendor relationships in facilitating resolution of issues.

Develop and maintain user manuals and guidelines.

Support the implementation and integration of new clinical modules as part of organizational projects.

Deliver end-user training to support successful system use and project rollouts.

Maintain system security by managing user roles, access rights, and permissions in PCC in compliance with applicable legislation and organizational policies.

Perform monthly / quarterly audits and create relevant reports for stakeholders.

Assist in Creating Application Efficiencies

Assist in the definition, development, and documentation of business requirements, and specifications on a project-by-project basis, taking into consideration platform capabilities.

Create systems models, specifications, and diagrams to assist with the interpretation of business requirements into feasible options and communicate these to business stakeholders.

Conduct and / or assist in prototyping new capabilities to enhance business processes, operations, and information process flow.

Develop an understanding of existing business processes and recommend changes that leverage best usage of a platform and / or solution.

Maintain appropriate Change Management documentation for Production changes.

QUALIFICATIONS :

Bachelor’s degree in computer science, or Information Systems or other technically relevant degree.

Minimum 4 years of Application Support Analysis experience, with at least 2 years’ experience configuring PointClickCare.

Solid understanding and experience supporting and configuring PointClickCare is a must.

Healthcare experience / knowledge is highly preferred.

Good understanding of Clinical Informatics with the ability to translate clinical needs into system requirements and capabilities is highly desirable.

Experience supporting requirements definition and configuration of Cloud and / or SaaS based solutions.

Familiarity with best practices and governance related to clinical information systems.

Ability to assess and understand solutions at a platform level and make recommendations to ensure consistency and standardization across the platform.

Ability to work effectively with front-line functional areas, end-users, and other IT professionals, specifically in building relationships and managing expectations.

Experience in defining, implementing and / or enhancing operational processes and templates.

Senior’s Living and / or related business knowledge is an asset.

SKILLS / COMPETENCIES :

Define and communicate timelines, resource needs, and deliverable expectations to stakeholders.

Ability to conduct research into production issues

Working knowledge of ITSM / ITIL process analysis and improvement (Change and Incident management)

Ability to work independently with minimal supervision.

Strong written, oral, and interpersonal communication skills

Ability and willingness to work in a collaborative environment

Ability to work flexible hours

Why Join SE Health?

• Competitive Compensation – Enjoy a Total Rewards package including salary, benefits, pension, performance incentives, on demand pay, car loan support, supportive housing and exclusive staff perks.
• Flexibility & Support – We offer a unique hybrid model with work-from-home options, flexible scheduling and an inclusive culture to help you thrive
• Meaningful Impact – As a Social Enterprise, your work directly supports improving lives across Canada. Your voice matters, and innovation is encouraged.
• Growth & Development – Access tuition assistance, training, and career advancement opportunities across our growing organization.

ABOUT US :

SE Health is a not-for-profit social enterprise advancing health with heart. With 115+ years of impact, we bring hope, happiness and exceptional care to people and communities across Canada. We lead with empathy, dignity and purpose while building a future where everyone can realize their full health and well-being potential. We’re also an inclusive, supportive workplace offering competitive compensation, strong benefits and real opportunities to grow. We’re All In Together.

COVID-19 :

To protect the health of our clients, teams, and communities, all SE Health employees must be fully vaccinated (two doses, 14+ days since the final dose).

Accessibility :

If you require accommodations due to illness or disability, please contact Talent Acquisition at careers@sehc.com

AI and compensation details :

We use AI to take notes during our interview. All applications and interviews are reviewed by our Talent Acquisition team. This role is a replacement position. The pay range is $58,000 – $73,000 annually, based on experience

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