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Support Analyst Clinical Application

Vancouver, 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.


"I see every day the great work that our staff do. …seeing how staff show up every day to make sure that our systems are available, I just want to say thank you. Thank you for your contributions, thank you for your commitment to the organization, to making sure that those providers have the information they need, that the systems are highly available. What you do is very, very important every day."

Ron Quirk Executive Vice President, Digital Information Services & Innovation

"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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Support Analyst Clinical Application

Vancouver, Canada

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

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient safety is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.


Reporting to the Team Lead, the Support Analyst, Clinical Applications provides initial call identification, tracking and documentation of requests to the team that involve training and support for internal and external users of the PROMIS application. Ensures symptoms are clearly differentiated from problems, enabling users to adopt and optimize the use of the system in supporting clinical operations, clinical quality improvement, administrative excellence, and knowledge development.


What you’ll do


  • Under the direction of the Team Lead, maintains training processes for clinical utilization of the system by revising, editing and distributing various user manuals, on-line training, and user reference documentation.
  • Responds to results of training needs analysis. Provides training to user groups and individuals on system clinical applications through formal presentations, demonstrations and one-to-one training. Uses educational technology and self-directed learning methods to implement planned programs, and provides quick reference or additional supporting user documentation. Records user attendance and provides follow up training in scheduled or ad hoc sessions as required.
  • Evaluates effectiveness of training programs, activities and resources through formal and informal channels including on-the-job demonstration, surveys, verbal-checks and teach-backs.
  • Reviews user communications and notifications to support users for system updates, outages or changes. Responds to clinical systems utilization incidents and problems by providing resolutions (fixes, workarounds, ad-hoc training etc.) via telephone or email, or investigating problems on-site.
  • Initiates and tracks resolution of reported incidents through gathering information from users, identifying trends and communicating with technical support staff, medical staff, caregivers, allied support staff and management to assist with the resolution of reoccurring problems. If required, escalates issues in a timely manner.
  • Prepares reports as requested for administrative or statistical purposes.
  • Participates in promoting data accuracy and integrity by entry, instructions and resolution of data mismatch issues.
  • Installs, upgrades, configures, supports, and troubleshoot authorized desktop applications. Customizes desktop software to meet user specifications and site standards. Manages user accounts. Performs work in compliance within specified warranty requirements.


What you bring


A level of education, training, and experience equivalent to a Bachelor’s degree in Nursing, Computer Science, Health Informatics, Health Science, Business or Health Administration and 1 year of experience in health and statistical information in a multi-site environment. Relevant certification such as those provided by Microsoft, Oracle, ITIL, and/or recognized training certification would be an asset.
Broad knowledge of adult education principles, methods and tools. Academic record of developing practical training using adult learning principles. Basic enterprise-level experience in the administration and implementation of applications in a large-scale environment. Excellent interpersonal, oral, and written communication skills with the ability to communicate complex ideas in simple terminology. Ability to understand and clearly relate technical information and principles of operation to other members of the organization. Ability to analyze operational problems. Demonstrated time management skills. Proven ability to plan and execute complex projects with stringent budgets and timelines. Proficient with MS Office and creating and maintaining databases.


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 and development.
  • 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).
  • Perks include access to fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.

Job Type: Regular Full-Time
1200 Burrard Street, Vancouver
Closing date: 
Until Filled
Hours of Work: 
09:00 - 17:00 Monday-Friday
Requisition #: 


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.


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  • Information Technology, Vancouver, British Columbia, CanadaRemove