On behalf of our healthcare client, Affinity is looking for a Senior Support Lead to lead support activities for the organization's gateway application.
Responsibilities:
• Build and manage operational support processes
• Oversee resources to address feedback from citizens received through the organization's Gateway “Contact Us” email address
• Liaise with Product Owner and OCM lead for service desk training
• Plan and manage service desk coverage
• Chair daily organization's Gateway support stand-up
• Report statistics to portfolio leads/executives
• Lead incident support meetings
• Manage incident management process
• Coordinate escalated incident response process
• Manage ticket system (Jira or other) and knowledge base (Confluence)
• Report statistics to portfolio leads/executives
• Facilitate continuous improvement
• Build out an operational support approach and required documentation for Health Gateway that will support continued user growth
• Manage the operational team’s roles and responsibilities
• Establish a formalized support process with Health Gateway partners
• Communicate and liaise with operations partners around upgrades/maintenance for respective systems impacted by and as they impact Health Gateway
• Liaise with other projects and portfolios for alignment and integration of support models as required
• Support operational model enhancement opportunities and initiatives
• Lead and support Business Continuity Planning, risk monitoring, and ongoing documentation management
Qualifications:
• A level of education, training, and experience equivalent to a degree in business administration, management, or related fields.
• Excellent communication and interpersonal skills to effectively manage a team and interact with customers
• Strong technical knowledge of the platform being supported, including its architecture, configuration, and integration points
• Proficient in troubleshooting technical issues and identifying root causes of problems
• Ability to work well under pressure and manage multiple priorities simultaneously
• Experience in developing and implementing support processes and procedures to improve support delivery
• Knowledge of ticketing systems and other support tools and technologies Extensive understanding of ITIL framework and service management best practices
• Strong analytical and problem-solving skills to quickly identify and resolve complex issues
• Excellent interpersonal skills to support resource engagement and facilitation across teams
• Strong ability to troubleshoot and resolve IT issues with external partners
• Experience managing process improvement initiatives
• Experience managing a help desk team or similar leadership experience
• Previous Jira Service Management experience preferred
• Previous Salesforce administrative support preferred
Hourly rate: $50 per hour.
Affinity Earn:
Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/
About Affinity:
Affinity Group is a full-service Information Technology services and staffing company. We believe recruiting is about creating long-term relationships that foster a mutually beneficial partnership - an affinity. Bringing a new style of recruiting founded on five core principles: Transparency – Flexibility – Efficiency – Agility – Inclusivity.
We teamed up with ClimatePartner in 2022 to offset our emissions and move toward being a more environmentally friendly company and we are proud to now be officially Carbon Neutral Certified.
For more information on Affinity, please visit www.affinity-group.ca
Job Number: 10642