Specialist, Change Enablement - Toronto, Canada - Ontario Health

Description

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:

Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

Want to make a difference in your career? Consider this opportunity.

Working alongside the Change Enablement Lead and Manager, the incumbent is the glue within the Change Enablement team and make sure that proper processes and procedures are being followed so that change issues are being handled in an appropriate and timely fashion. This role provides a strong foundational knowledge of Change Enablement principles and methods with a special focus on clinical and healthcare settings.

Here is what you will be doing:

• Works with peers to ensure delivery of project and service level objectives.

• Provides alternative solutions to solve technical and some business problems.

• Responsible for service quality for their contributions for assigned work.

• Works with internal stakeholders to understand business needs across OH and their impact to specific products/portfolios.

• Provide feedback to peers and leaders on any process improvement opportunities.

• Participates with the team in any change activities.

• Works with a medium level of autonomy based on direction from a lead and/or management. Follows set objectives and supports scenarios and proactively actioning and resolving issues with minimal supervision.

• Makes decisions that have limited/moderate impact where errors could impact patient care.

Here is what you will need to be successful:

Education and Experience

• College diploma program or recognized equivalent.

• 3 – 5 years of experience in product/service/technology/health care domain(s) required.

• Knowledge of service management, control, and architecture frameworks such as ITIL.

• Strong knowledge of workflow tools such as BMC Remedy or other case management and ticketing systems. Experience with Remedy administration.

• Knowledge of scheduled maintenance and deployment/release/patching activities. ITIL certification V3 / V4 Foundation preferred.

• Good understanding of tools and techniques for managing changes, incidents, and problems (BMC Remedy or another similar tool).

• Knowledge and understanding of service Roadmaps.

• Strong knowledge of IT Service Management practices including Incident Management, Problem Management, Service Configuration Management, Service Level Management and Continual Improvement

• Knowledge of Ontario Health IT systems to ensure product dependencies are identified and managed.

• Knowledge of disciplines such as Business practices, Applications, Information, Infrastructure, Privacy and/or Security.

• Strong knowledge of organizational processes and business models.

Knowledge and Skills

• As a Specialist within the Change Enablement Team, these skills are of primary importance:
o Chair/participate in the meeting including CAB (Change Advisory Board)
o Confirm incident or problem related requests for change are linked to relevant Incident or Problem Record
o Ensure timely closure of Change Records
o Manage Change Enablement mailbox and answering inquiries from clients
o Manage Change Enablement on-line content
o Generate Change Enablement reports including CAB, Service Review KPIs, etc.
o Create, review and report trends and patterns in RFCs (Requests for Change)
o Coordinate and administer PIRs (Post Implementation Reviews)
o Provide administrative assistance for CAB and emergency changes
o Assist Service Configuration Management with data service requests
o Participate in data quality activities as required
o Participate in internal improvement initiatives
o Support and contribute to the development of a Training Strategy
o Contribute to the development of Change Enablement tools and templates
o Mentor, coach and facilitate in support of Change Enablement and training

• Assist in the definition of adoption metrics and the development of adoption targets

• Analytical and problem-solving skills to identify and recommend alternative solutions to resolve conflicts of interests or deviations from the established processes.

• Communications skills, both orally and in writing, to liaise with end users in a professional, customer service-centric manner; communicate with internal business stakeholders and technical staff alike to resolve technical issues.

• Ability to understand and translate tactical and operational business service levels commitments.

• Ability to apply IT privacy and security standards, principles, and regulations applicable to day-to-day operations specific to the role.

• Ability to work on, prioritize and deliver work items according to agreed-upon timelines amidst constantly changing priorities.

• Technically savvy with business understanding and the ability to communicate to internal business stakeholders and technical staff requirements and principals of IT change control

• Ability to work directly with end users in a professional, customer service-centric manner to fulfil requests and troubleshoot issues.

• Ability to understand various types of business, privacy, security and financial risks and to collaborate with peers and senior specialists to define mitigation strategies.

• Collaborate with peers and other technical and product teams to review and validate Change Record information for quality and compliance to process

• Capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically within product/project team.

• Ability to work at a medium level of autonomy based on direction from a lead and/or management.

Employment Type: Permanent Full Time

Salary Band: 4

Location: Ontario (currently hybrid; subject to change)

All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Internal Application Deadline Date: May 22, 2024

Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; Black and racialized; members of 2SLGBTQIA+ communities; trans and nonbinary; and disabled.

We encourage applicants with accessibility needs to notify us if they have any accommodation needs in the application and/or interview process.

Note: As part of the initial recruitment screening process, applicants must confirm that they are fully vaccinated against COVID-19. If applicants are not fully vaccinated, they will be required to identify any accommodation needs pursuant to a protected ground under the Code. Applicants who identify an accommodation need will be required to provide supporting documentation with respect to their need for accommodation when requested by Ontario Health. If no such accommodation is identified, the applicant will not be eligible to proceed through the recruitment process.

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