Title: Senior Coordinator, Client System Solutions
Pay Grade: 5
Branch:Marketing and Communications
Job ID: 1670
Location: Ottawa
Reports to: Team Lead, Client System Solutions
Closes: July 4, 2022

Job Summary

The Senior Coordinator works closely with the Team Lead to coordinate business operations related to the support, integration and enhancement of Client System Solutions’ (CSS) access & authentication applications. They are responsible for providing oversight and guidance on the day-to-day operational duties & internal client support associated with CIHI’s Access Management System (AMS) in addition to collaborating with key partners on process improvement and product management activities with an emphasis on data security, product quality and end-user / client experience. The Senior Coordinator also assists the Team Lead with the development of ITS project / resourcing, intake forms, work / product plans and maintenance / enhancement of CSS products related to core access and authentication applications.

Duties and Responsibilities

  1. Acts as subject matter expert in AMS and its related applications, develops a strong understanding of their usage by internal and external clients, and their integration to other CIHI products.
  2. Works under the direction of the Team Lead and in collaboration with key partners to prioritize, maintain and update CIHI products (including product assessments and roadmap). Develops stakeholder communications, deployment planning, risk identification and mitigation, user guides or product documentation and status updates.
  3. Oversees the development and maintenance of a master test plan and test cases that cover quality assurance, integration, user acceptance and regression testing.
  4. Develops and maintains collaborative cross-functional partnerships with various internal business stakeholders (including presentation materials) to identify, analyze and document business requirements and user acceptance criteria.
  5. Provides trouble-shooting support such as client support triage, product development, enhancement, and deployment activities (including testing).
  6. Keeps abreast of current issues in areas related to access and authentication management and client experience and shares and implements best practices as appropriate.
  7. Other related duties as assigned.

Knowledge and Experience

  • Undergraduate degree in health sciences, health information, computer science, information technology, digital delivery or similar field, or equivalent combination of experience and education.
  • Minimum of 3 years’ experience in applications support, software product management and/or project management in a related field.
  • Experience working with Client Relationship Management (CRM) that is integrated with other systems is an asset.
  • Demonstrated experience in identifying, analyzing and documenting business & functional requirements.
  • Demonstrated experience working collaboratively within cross-functional teams and/or multi-manager/matrix environment.
  • Strong communication and interpersonal skills with an ability to deal effectively with internal and external contacts.
  • Proficiency in all MS Office applications (with advanced Word and PowerPoint skills).
  • Experience working with Access, Identity Management Systems or other information management systems is an asset.
  • Experience working with JIRA and Confluence is an asset.
  • Fluency in English is required, bilingualism is an asset.