Note: Hybrid - Candidate must work 3 days onsite and 2 days remote

MUST HAVES:

• Microsoft Great Plains 2016, 2018
• Logibec MMS (Materials Management System)
• BSSI HFM (Health Financial Management)
• Experience triaging tickets, prioritizing, categorizing, and handling service requests, incidents, and problem tickets

Nice to Have:

• CCIM - Community Care Information Management (HRIS and MIS) experience

Description

• Assignment Type: This position is currently listed as "Hybrid" and consultants will be required to work onsite at the work location 3 days a week and 2 days from home. The details of this arrangement will be confirmed with the Hiring Manager.
• Extension/Amendment Attestation: The Statement of Work (SOW) shall expire on April 4, 2025. Extension(s) only allowed using unused days/funds left on contract. No additional funds will be added beyond maximum contract value. Such extension(s) will be allowable only if the Master Service Agreement is extended beyond April 5, 2024 and be upon the same terms, conditions and covenants contained in the SOW.
• The resources needed till March 31, 2026, will include an option to extend, at the same rate, till March 31, 2026 if Tender_12075 Managed Service Provider for Contingent IT Resources is also extended for a further one year, else an RFS under the Successor VOR will be issued for the services required after April 5, 2025 to March 31, 2026.

Responsibilities:

• MIS: Provide daily ongoing Tier 2 subject matter expertise to clients with MS GP 2016, 2018, BSSI HFM and Logibec MMS through the Footprint ticketing system or other mechanism
• MIS: Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity
• MIS: Liaison between users and other team members including Database Administrators (DBA's), System Administrators, Network Administrators, Privacy and Security Specialists, and Software Subject Matter Experts
• MIS: Identify application defects and assist in complex trouble shooting and root cause analysis
• MIS: Follow all established Service Management process and identify opportunities for improvement

Experience and Skill Set Requirements

Public Sector Experience - 5 points

• 2+ years of experience working in the healthcare industry
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health

Technical Skills - 45 points

• Knowledge and Skills/Experience:
• Microsoft Great Plains 2018
• Logibec MMS (Materials Management System)
• BSSI HFM (Health Financial Management)
• OTR
• AODA compliance
• MS Teams
• MS Excel
• MS Power Point

Service Management Skills - 30 points

• Knowledge of Service Management Processes with 5+ years' experience in supporting remote clients.
• Experience triaging tickets, prioritizing, categorizing, and handling service requests, incidents, and problem tickets
• Experience with Footprints Ticketing Application

Management and Communication Skills - 20 points

• Proven track record for building strong working relationships
• Strong interpersonal, and verbal and written communication skills
• Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively
• Excellent analytical, problem-solving, and decision-making skills
• Ability to apply strong listening skills to facilitate issue resolution
• A motivated, flexible, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines