Clinical User Experience Analyst – ITIL Process Transformation

Are you passionate about improving the daily digital tools and support systems used by front-line healthcare providers? Do you bring a unique mix of ITIL service desk expertise, healthcare end-user engagement, and project management discipline?

Join a major provincial health system transformation as a Clinical User Experience Analyst. This 2-year full-time contract role operates at the intersection of clinical workflows, IT Service Management (ITIL), and project delivery. You will lead the current-state assessment and redesign of the healthcare Service Desk to streamline support processes, reduce clinical friction, and ensure healthcare providers have intuitive, reliable technology.

Advantages
High-impact work
Remote work flexibility
Longer term contract stability
Enterprise Health IT exposure

Responsibilities
- Conduct current-state assessments of existing IT/clinical service desk operations and design streamlined, ITIL-aligned target state processes for Incident, Request, Problem, and Knowledge Management.
- Engage directly with front-line clinicians across care settings to gather user experience, workflow, and technical support requirements.
- Plan, execute, and formally manage service desk and user-experience improvement initiatives using project charters, schedules, status reports, and RAID logs.
- Develop comprehensive process and solution documentation, including clinical workflows, use cases, user guides, and training materials.
- Build, validate, and test clinical content within the Clinical Information System (CIS) environment.
- Design and facilitate stakeholder validation sessions to analyze business requirements, identify gap areas, and refine clinical standards.
- Act as a primary liaison between clinical end-users, software vendors, internal IT support teams, and project leadership.

Qualifications
- Bachelor’s degree in Business, Healthcare, Information Technology, or a related discipline (or equivalent combined education and experience).
- Project Management: recent years of experience in a formal project management capacity leading process improvement, service transformation, or technology adoption initiatives from planning to closure.
- Service Desk Optimization: recent years of experience redesigning, streamlining, or optimizing IT or clinical Service Desk functions, ticketing tools, and SLAs/OLAs.
- ITIL Experience: ITIL v3/v4 Foundation certification, or hands-on experience with applications of ITIL practices.
- Proven experience directly engaging front-line clinicians or end-users in a healthcare setting to gather usability and workflow requirements.
- Travel Availability: Ability to work remotely while traveling on-site at least once per month throughout the project duration.

Asset Qualifications:
- Background supporting or participating in a Clinical Information System rollout (e.g., Meditech Expanse, Epic, Cerner/Oracle Health).
- Experience using UX research methods such as usability testing, surverys and persona creation/ticket trend analysis.
- Fluently bilingual (in english and french)

Summary
If you meet the above-listed criteria, register for a Randstad account online if you have not yet registered, and please apply directly online. We appreciate all applicants and those interested in this opportunity, however, only those with relevant experience will be considered.

We look forward to hearing from you!

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