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Voice Operations Analyst I, Voice Devices, IMITS

Burnaby, Canada

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We enable health services providers to become leaders in providing patient-centered health care, using enterprise standards and frameworks to deliver useful information and clinical tools reliably and consistently, anytime, anywhere. IMITS manages over 300 applications across business, clinical and research environments, serving over 50,000 front line, administrative and research staff to enable over 4.8 million patient encounters a year. As a successful candidate, you will deliver support to enable PHSA, Vancouver Coastal Health (VCH) and Providence Health Care (PHC) to become leaders in providing patient-centered health care. You have initiative, vision, independent thinking and creative problem solving abilities, as well as excellent communication skills.

  • Job Type: Full-Time, Part-Time,
    Temporary, Casual, Contractor
  • Job Level: Entry, Mid, Senior
  • Travel: Minimal

Success Profile

What does it take to be a successful in an IMITS role at PHSA? Check out the top traits we’re looking for and see if you have the right mix.

  • Analytical
  • Communicator
  • Creative
  • Focused
  • Problem Solver
  • Technologically Savvy


Information Management/Information Technology Services (IMITS) is a service of the Provincial Health Services Authority (PHSA) which plans, manages, and evaluates specialty and province-wide health care services across BC. IMITS boasts a complement of 800 full-time staff who provide tech support and services to 50,000+ staff across PHSA, Vancouver Coastal Health and Providence Health Care. PHSA embodies values that reflect a commitment to excellence. These include: Respect people, Be compassionate, Dare to innovate, Cultivate partnerships, Serve with purpose.


"We are fortunate to have an amazing team of intelligent, reliable and dedicated professionals. Our health care system depends on a number of systems and technologies to function correctly and efficiently, and your commitment to this organization does not go unnoticed. Thank you for the incredible contributions that you make - not only enable the health system today but to help transform the system for the future to improve patient and provider experiences."

Shannon Malovec Executive Vice President, Digital Health & Information Services

"I haven't been in any other workplace where the managers or teams have been so supportive of my development or pushing me to try new things."

John Panzo Business Analyst, Project Services

"No two days are the same. It's a lot of analysis, a lot of thinking. If you like to pull things apart and bring them back together and make it something better."

Shukri Ahmed Clinical Lead

Benefits and Perks

Benefits vary by job type and are confirmed in the interview and hiring process.

  • Healthcare

    Extended health and dental benefits

  • Health and wellness programs

    Discounts to 350 BC-wide recreational programs

  • Retirement Plans

    Enrollment in defined benefit Municipal Pension Plan

  • Professional Development

    The opportunity to grow and advance your skill set in a large scale environment

  • Work/Life Balance

    We encourage "You" Time For Activities that inspire and motivate

  • Collaboration

    Work with individuals bringing expertise from a variety of backgrounds

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Voice Operations Analyst I, Voice Devices, IMITS

Burnaby, Canada

Voice Operations Analyst I, Voice Devices, IMITS


BC Clinical & Support Services

Burnaby, BC


Within the context of a shared services initiative between Vancouver Coastal Health (VCH) and Providence Health Care (PHC), the Telecommunications Specialist is responsible for planning, implementing and maintaining a complex voice communications infrastructure for designates sites including development, testing and implementation of new designs and enhancements to telecommunications systems. Performs project management duties for planned or proposed voice telecommunications upgrades, expansions and applications and performs telephone repair, moves, adds and changes. Ensures efficient operation of the voice network, provides technical and troubleshooting support and liaises with vendors for major PBX and network engineering requirements. Provides related training and orientation.

What you’ll do

  • Performs project management duties for planned or proposed voice telecommunications upgrades, expansions, and moves by conducting needs analysis to establish a clear understanding of departmental operational requirements, processes and work flow. Recommends technology solutions specifying hardware and software, determining installation requirements, providing time and budget estimates/benefits, coordinating project information with other IMIS team members and departments, and coordinating the installation with users and vendors.
  • Analyzes voice network, PBX and voicemail system reports for utilization levels to confirm that established services levels and forecasted and project-based growth requirements are met to ensure efficient operation of the voice network. Provides assessment and recommendations to Regional Manager.
  • Liaises with and provides direction to telecommunication suppliers in over-seeing changes to existing service, new installations, maintenance contracts, voice mail administration and service issues.
  • Manages communications aspects of hardware facility relocation projects and provides problem analysis and resolution on existing services and new installations.
  • Performs telephone repairs, moves, adds and changes, programs voicemail passwords, test software configuration changes, and provides technical and troubleshooting support related to PBX, Voicemail and paging systems utilizing dial-up modem access in order to resolve technical problems. Visits remote sites as required.
  • Ensures operational communications needs are met for voice systems and network shutdowns by assessing user implications, providing back up solutions and resources scheduling.
  • Develops, implements and maintains polices and procedures for the installation and maintenance of telecommunications services by documenting new processes and enhancements and liaising with other voice telecommunications team members across VCH.
  • Keeps abreast of developments in network and standard application software, identifies product upgrades, evaluates new products or enhancements and makes selection recommendations based on user requirements. Analyzes vendor changes and enhancements by assessing the impact on existing systems and suitability for new systems implementation.
  • Provides user orientation and training on voice telecommunications systems as required through methods such as determining training requirements, writing procedural handouts, orientating group/individuals to ensure users are informed of required applications and training is adapted to requirements of specific area.
  • Maintains currency in technology knowledge and skills by researching information in Web sites and trade journals, meeting with vendors and networking with outside contractors.
  • Provides on-call service when required by consulting by telephone or working non-normal hours to resolve problems.
  • Performs other related duties as assigned.


What you bring


  • Grade 12, completion of post-secondary telecommunications courses plus four years' recent related experience, or an equivalent combination of education, training and experience. Post diploma training in a major PBX administration and reporting tool.


Skills & Knowledge

  • Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
  • As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).
  • Ability to plan, organize, problem solve and prioritize work.
  • Ability to communicate effectively both verbally and in writing.
  • Ability to deal with others effectively.
  • Ability to work with project management, office and design tools.
  • Physical ability to carry out the duties of the position.
  • Ability to utilize effectively related hardware and software systems.


What we bring


Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

  • Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
  • Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
  • Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accruement.
  • PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
  • Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.


Job Type: Regular, Full-time
$41.93 / Hour
1795 Willingdon Ave, Burnaby, BC V5C 6E3
Closing date:
Applications accepted until position is filled
Hours of Work:
0800-1600 (Monday to Friday)
Requisition #


As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.


What we do


The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.


Learn more about PHSA and our programs:


PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.


Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.


ATTN: PHSA Employees:


To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at  


Please note the internal job posting will no longer be accessible after the expiry date of September 25, 2023. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.


If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at and a Help Desk Representative will contact you the next business day.


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  • Information Technology, Burnaby, British Columbia, CanadaRemove