Healthcare Analyst Jobs

About The Position

Requirements

• Post-secondary degree or diploma, or equivalent related experience in computer science, insurance, customer service, or a related field.
• Ability to obtain enhanced reliability security clearance.
• Experience in a technology or service desk role with a strong focus on customer service and ITIL-based support practices.
• Working knowledge of tools and technologies such as Symantec, Altiris, SQL, Excel macros, PowerShell, and Linux.
• Strong problem-solving skills with the ability to resolve issues, set expectations, and communicate clearly with users.

Nice To Haves

• ITIL 4 certification is considered a strong asset.
• Experience with Postman, APIs, and JavaScript is considered a strong asset.
• Knowledge of SFTP, TCP/IP, and data transmission is considered an asset.
• Bilingualism in French and English, both written and verbal, is considered a strong asset.

Responsibilities

• Deliver responsive, high-quality IT support aligned with ITIL best practices and established service levels.
• Monitor, log, triage, and resolve application issues and service requests for internal customers.
• Apply business and technical knowledge to troubleshoot day-to-day system issues, access concerns, VDI restarts, trace routes, and related technical requests.
• Manage incident and request queues by prioritizing work, tracking progress, and ensuring timely resolution.
• Collaborate with internal service providers and Information Systems teams to investigate and resolve system-related issues.
• Support system patch deployment and related maintenance activities.
• Create, maintain, and regularly update support documentation, process guides, and user access forms.
• Manage user access requests for internal applications, including new access, modifications, terminations, password resets, QA requests, external customer requests, and reporting.
• Provide remote support to Express Scripts Canada locations and participate in the after-hours on-call rotation as required.
• Build strong working relationships with internal customers and departments while delivering best-in-class support.
• Assist with internal communications related to system issues, service impacts, and support updates.
• Meet service level commitments for internal and external clients.
• Support additional projects and initiatives as assigned.

Benefits

• Competitive compensation, benefits and pension plan
• Career development and advancement opportunities
• A culture that celebrates innovation and collaboration
• Flexible work options and wellness programs