Zone: Central Zone
Location: James Paton Memorial Regional Health Centre

Computer Programmer/Analyst
Central Zone - Shared IM&T
Temporary Full-time (Approximately 17 months)
43087TMP
Hours 75 (8 hours; Days)
Salary CG35 (CAD32.94 - CAD36.75 per hour)
Competition Number VAC0003186
Posted Date 2024-11-07
Closing Date 2024-11-14
Demands, duties, qualifications
Definition of Work:
Reporting to the Provincial Manager End User Devices under NL Center for Health Information, the Service Desk Team Leader is responsible for the day to day operation and supervision of the desktop support resources ensuring workloads are managed effectively and assisting in call handling, request fulfillment and technical resolution when necessary. The successful candidate must demonstrate an awareness of and be responsible for promoting and supporting person-and family-centred care, demonstrate a commitment to safety and partner with all team members to improve worker and patient safety by integrating safety into work practices, identifying risks and implementing improvements.

Responsibilities include:
• Assist manager with effective operational control over the Incident Management processes and procedures across a managed Service Desk.
• Resource Management - first point of contact for sickness/late attendance.
• Regularly review performance and trends in response to incidents of all types and provide recommendations to the manager for overall service improvement.
• Monitoring of the Service Desk incidents ensuring the service is being delivered to developed benchmarks.
• Providing technical support and guidance to staff and end-users to help them understand programs, problem solve and generally support them in their use of software /hardware.
• Liaising with third party providers where necessary to resolve operational issues.
• Supervising a proactive team ensuring clear objectives and personal development plans are in place and maintained.
• Other related duties as required.

Required qualifications:
• Completion of an undergraduate degree in computer science or three year (2700 hour) technical college diploma in an information technology program approved by Central Health.
• Minimum of five years' current (within the last seven years) progressive experience in information technology with proven experience in ITIL IT-Service Management.
• IT Service Management Certification, such as ITIL 4.
• Experience in the planning, deployment, and support of information technology in a healthcare environment.
• Demonstrated ability to work as a highly motivated, client-focused individual.
• Demonstrated ability to effectively work independently.
• Demonstrated strong interpersonal, analytical, communication and organization skills.
• Demonstrated ability to establish and maintain effective working relationships with staff and exercise substantial judgment and autonomy to assist self and others with prioritization of work orders.
• Consistent demonstration of Central Health's corporate values; Innovation, Compassion, Accountability, Respect and Excellence (I CARE)
• A satisfactory record of work performance and attendance is required for this position.
• A satisfactory Certificate of Conduct from the RCMP or local police authority.