Description

Background Information:

This initiative aims to provide Ontarians with digital access to health services, a key priority for the Ministry of Health (MOH) and Ontario Health (OH).

The role of a Business Analyst in the IPA product team is to strive for operational excellence by actively monitoring and supporting the operational aspects of the product and product releases.

Must haves:

• Minimum 3 years' Business Analyst experience in product management and/or IT.
• Experience in the software as a service and/or integration implementations, with a proven track record of operational success of a product launch and/or product release.
• Experience with gathering requirements from cross-functional stakeholders, business requirement, system documentation, and testing.
• Excellent communications skills (listening, speaking, and writing)
• Experience with process documentation, process mapping techniques and other product customer support documentation
• Experience with ITIL (Information Technology Infrastructure Library), Change Management and ITSM (IT Service Management) applications (i.e. Remedy/Helix).
• Working knowledge of the Software Development Life Cycle (SDLC) and agile / SCRUM practices
• Bachelor's degree in Business, Health-related fields, Engineering, Computer Science, or related discipline, or equivalent experience.
• 3+ years of experience with process / procedure development and implementation;
• 3+ years of experience with requirements elicitation and analysis techniques.
• 2+ years of experience with quality assurance testing
• 2+ years experience supporting implementation and/or business support for web or mobile based applications
• Identity and Access Management experience an asset

Responsibilities:

• Document and/or support ongoing business and product requirements.
• Lead the finalization of new or enhanced operational procedures and processes.
• Continuously seek and identify opportunities for the improvement of deployment, operational and processes, and procedures.
• Identify and address potential challenges or roadblocks promptly to minimize impact on project timelines
• Escalate critical issues when necessary, collaborating with relevant teams to develop and implement effective solution
• Conduct business and client requirement analysis in support of product development, operational and/or deployment projects.
• Monitor and process requests from existing clients/internal stakeholders and provide frequent product support, as required
• Educate clients, stakeholders, and users in the broader health care sector on Patient Access policies, key concepts and processes.
• Run reports to provide evidence of Service Level Agreements (SLA's) and KPIs
• Perform data and user experience analysis in support of program and stakeholder objectives.
• Prepare/maintain system documentation, user guides, process maps, operations documents, and training manuals.
• Provide business and technical content in the development of test plans.
• Facilitate, participate and/or support business and clinical participation in the execution of test plans.
• Collaborate with the team to ensure a consistent approach to executing work assignments.
• Collaborate with other cross-functional teams in the delivery of tasks/projects.
• Accountable for personal workload and tasks for a specific product in collaboration with cross-functional teams across OH.

Desired Skills:

• Exceptional verbal and written communication
• Active listening
• Relationship building
• Organizational and multi-tasking
• Interpersonal and negotiation
• Team player
• Ability to work independently with minimal supervision
• Willingness to learn new skills / business knowledge

Required Skills:

• Strong business process modelling
• Strong system analysis principles
• Strong critical thinking
• Strong problem solving
• Solid research
• Flexibility and adaptability in a dynamic environment

Required Experience / Evaluation Criteria:

• Experience with Implementations for SaaS and/or Integration Releases - 35 Points
• Minimum 3 years of experience in software as a service (SaaS) and/or integration implementations.
• Proven track record of operational success in product launches and/or product releases.
• Look for evidence of direct involvement in launching or supporting digital health or IT products

Requirements Elicitation and Analysis, Documentation Skills - 25 Points

• Minimum 3 years of experience gathering requirements from cross-functional stakeholders.
• Demonstrated ability to produce quality, concise documentation for operational processes, requirements, and deliverables.
• Experience with business requirement gathering, system documentation, and testing.

Critical Thinking and Problem-Solving Skills - 20 Points

• Ability to analyze complex problems and propose effective solutions.
• Evidence of applying critical thinking in business process modelling, system analysis, and operational improvements.
• Examples of overcoming challenges or roadblocks in previous roles.

Ability to Work Independently with Minimal Supervision - 10 Points

• Demonstrated capacity to manage workload and tasks autonomously.
• Experience collaborating with cross-functional teams while maintaining accountability for personal deliverables.
• References or examples showing initiative and self-direction.

Willingness to Learn New Skills and Business Knowledge - 10 Points

• Openness to acquiring new technical or business knowledge.
• Examples of professional development, upskilling, or adapting to new environments.
• Evidence of flexibility and adaptability in dynamic settings

Total evaluation criteria: 100 Points

Deliverables

Deliverables Include but not limited to:

• Product Support
• Design and document business processes
• Process mapping and optimization
• Operational readiness for product releases
• Integration with new digital health tools, both internal and external
• Support risk & issues management
• Continuous quality improvement of day to day operations
• Collaborate with and support the Senior Product Manager and other members in the team
• Provide ongoing support for the Patient Access product, as assigned
• Develop processes to support stakeholders' operational readiness of Ontario Health's Patient Access Solution releases.
• Support process development and continuous improvement activities across the Integrated Patient Access team.
• Ensure operational readiness for every product release.
• Support new integrations and onboarding of services.
• Identify and address potential challenges or roadblocks promptly to minimize impact on project timelines.
• Adhere to and promoting Ontario Health policies and standards, including privacy, security and architecture.
• Develop knowledge transfer documents and conduct knowledge transfer sessions for all the above deliverables with assigned Ontario Health subject matter experts.

Knowledge Transfer Details:

• The resource will ensure full knowledge transfer is provided to the Ontario Health team before end of engagement. Some of this might occur at the end of the engagement but will also be shared as information is obtained/consolidated. Key deliverables will be shared with team.
• The resource must provide all related documentation as part of knowledge transfer protocol. Documents will be reviewed by the appropriate leads and signed off by manager/director.
• The resource will work collaboratively with the Ontario Health team throughout the assignment and ensure key deliverables, milestones, and documentation are shared.
• A walkthrough of any demos, development, etc. will be required before the end of the engagement.

Must Haves:

• Minimum 3 years' Business Analyst experience in product management and/or IT.
• 3+ years of experience with requirements elicitation and analysis techniques.
• Experience in the software as a service and/or integration implementations, with a proven track record of operational success of a product launch and/or product release.
• Experience with process documentation, process mapping techniques and other product customer support documentation