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Job title: Senior Analyst, Voice of The Customer Team
Company: University Health Network
Job description: Job Posting #870396
Position: Senior Analyst, Voice of The Customer Team, UHN Digital (2 Positions Available)
Department: UHN Digital
Reports to: VOC Sr. Portfolio Managers and/or Directors
Status: Permanent Full-time
Salary Range: $75,805 – $91,000(based on competencies and experience)
Transforming Healthcare Delivery!
UHN Digital is one of the largest public sector health care information management and information technology (IM/IT) service delivery organizations in Canada. A department of University Health Network (UHN), UHN Digital, is committed to its vision of transforming health care delivery by improving the patient experience, addressing issues facing coordination of care and enhancing customer service and quality through outstanding project management and operational support.
The delivery of UHN Digital’s Operating Model is fulfilled by 3 Digital teams: Digital Operations, Data and Implementation Sciences (DISc) and Voice of the Customer (VOC). Digital Operations represents the enterprise view of building and supporting IT services that enable clinical, corporate, patient experience, research and education functions within UHN. Their focus is to support existing technologies across the organization and provide the foundation for the next generation of digital services, while ensuring stability and performance. Data and Implementation Sciences (DISc) supports digital change across the organization by providing insight through data, as well as expertise in change management and process engineering. The Voice of Customer (VOC) team is responsible for representing the interests and mandates of UHN-wide clinical, corporate, patient experience, research and education functions, ensuring UHN Digital’s strategic directions are aligned with organizational priorities.
Current Opportunity: Two Senior Analysts within The Voice of Customer (VOC) Team
The Voice of the Customer team is responsible for understanding, shaping, assessing, prioritizing, and communicating UHN-wide business needs from a Digital / Information Technology perspective, and partners with stakeholders across the organization to deliver value. Critical roles and responsibilities of the VOC team include:
- In-Year Demand Management: VOC manages Digital’s Demand Management (DDM) process and engages with UHN-wide user groups and internal teams to intake, strategically prioritize, plan and manage in-year enterprise-level Digital demands, with a focus on investing Digital capital on high impact process improvement initiatives.
- Annual Digital Capital & Multi-Year Strategic Roadmap Planning: VOC leads the annual Digital capital planning process, working with UHN-wide user groups and internal teams (Digital Operations, DISc, and Digital Finance) to define guiding principles, collect and prioritize demands, work with project managers to scope and estimate costs, and obtain necessary approvals. Over the past six months, the team has transitioned UHN Digital from an annual capital planning process to an agile, multi-year strategic roadmap process to better facilitate strategic planning and enable multi-year financial planning.
- Ongoing Capital Allocation Management: VOC coordinates activities between DISc, Digital Operations, and Digital Finance to ensure ongoing monitoring and management of the annual Digital Capital funding allocation and health status including:
- Collecting and tracking actual expenses per project and compiling an overview monthly capital spend to identify risks and opportunities
- Aligning in-year demand initiatives where appropriate with funding capacity within the annual Digital Capital budget
RESPONSIBILITIES:
UHN Digital seeking two Senior Analysts to join the Voice of the Customer team, both of whom will report to the Senior Portfolio Managers and/or Directors of the 3 portfolios (Patient Experience & Education; Clinical & Corporate; and Research). The individuals will have the responsibility to 1) support management of the end-to-end In-Year Demand Management work stream or 2) support management of strategic planning and facilitation of UHN Digital’s annual Capital Planning, Ongoing Capital Allocation Management, & Muti-Year Roadmap Planning streams.
In Year Demand Management: Responsibilities will be comprised of activities such as:
- Working with various business partners to elicit and document high-level business requirements for the purposes of conducting intake, assessment and tracking of Digital demands received from across the organization through the internally adopted tool, ServiceNow
- Coordinating and meeting with UHN-wide business groups, working groups and organizational committees (Digital & business), to understand and shape Digital demands, while collaborating with technical subject matters experts, procurement, privacy and security teams to support demand assessments
- Coordinating with Digital Managers and Directors to prioritize and allocate resources to address Digital demands, while tracking progress of initiatives through implementation and operational transition. UHN Digital receives an average of 15 -20 Digital demand requests per week from across the organization
- Identify demands that require in-year Digital capital investment
- Conduct analytics and create visualization to support data driven decision making for the above responsibilities
- Continued refinement of the DDM process and the use of ServiceNow in support of the process
- Leading simple to moderately complex project components of small to medium scope
- This role will also coordinate and facilitate meetings, working groups, and organizational committees, as needed
UHN Digital Capital Planning, Ongoing Capital Allocation Management & Multi-Year Roadmap Planning: Responsibilities will be comprised of activities such as:
- Supporting and managing the end-to-end UHN Digital annual capital planning process by working with UHN-wide business groups and internal teams (Digital Operations, DISc, and Digital Finance) to collect and prioritize Digital demands
- Collect high-level digital demand information (such as scope, capital costs, prioritization, strategic values, etc.) forming the capital roadmap, by working with members of the Digital Operations, Data & Implementation Science Teams
- Working closely with internal Digital Teams to centrally track in-year capital requests and to present to Digital Leadership for consultation and approval
- Supporting ongoing maintenance of UHN Digital’s Multi-Year Strategic Roadmap by adhering to and continually refining of the UHN capital planning governance framework, prioritization model, risk-value model, and quarterly review and assessment cycles
- Developing presentation materials for executive leadership bodies within and outside of UHN Digital, as needed
- Conducting regular health checks on projects on current capital plan, such as financial spend, forecasts, and approval status
- Continued refinement of the DDM process and the use of ServiceNow in support of the process
- Leading simple to moderately complex project components of small to medium scope
- This role will also coordinate and facilitate meetings, working groups, and organizational committees, as needed
QUALIFICATIONS
Required:
- Undergraduate Degree required in Health Informatics, Computer Science, Industrial Engineering, Business or related field with minimum 2 – 3 years industry experience, or more
- Sound knowledge and understanding of project, program and portfolio management (planning, implementation, evaluation, risk assessment, benefits realization) and applicable industry experience in leading projects that support client groups in Information Technology, Health Care, Pharmaceutical, Finance, Human Resources, etc.
- Experience in business systems analysis and/or problem resolution
- Excellent problem recognition and problem-solving abilities
- Excellent organization, analytical, interpersonal, and prioritization skills
- Experience with hardware and/or software vendor relations
- Well-developed ability to evaluate situations and be able to make judgment calls on complex situations such as timeliness of escalating an issue
- Experience with workflow analysis, system testing and project schedules
- Well-developed written and oral communication skills
- Demonstrated ability to work well in an in-person or a remote team environment
- Demonstrated ability to work with Microsoft Suite (Outlook, Excel, PowerPoint, Word)
- Experience working with ServiceNow and/or Microsoft BI (or equivalent), SharePoint would be an asset
Note: This position is currently listed as “Onsite”. Due to the current COVID-19 pandemic, this role is under work from home (WFH) direction. Once staff are asked to return to the office, the resource be required to work onsite as well.
If you are interested in making your contribution at UHN, please apply on-line. You will be asked to copy and paste as well as attach your resume and covering letter. You will also be required to complete some initial screening questions.
Posted: January 20, 2021 – Post End Date: February 10, 2021
Job # 870396
For current University Health Network employees: only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN’s attendance management program, and possess all the required experience and qualifications should apply.
UHN Digital thanks all applicants, however, only those selected for an interview will be contacted.
UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide for the open position. Applicants need to make their requirements known when contacted. For more information about UHN, do visit
Expected salary: $75805 – 91000 per year
Location: Toronto, ON
Job date: Wed, 27 Jan 2021 01:45:41 GMT
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