Analyst - Technology and Innovation – Health Link
Your Opportunity:
Are you a technically skilled, solutions-oriented professional looking for a dynamic role in a fast-paced healthcare contact centre environment? Do you thrive on solving complex problems, communicating effectively across teams, and using your analytical mindset to support mission-critical systems? If so, the Analyst – Business and Technology position at Health Link may be the perfect fit for you.
Description:
As a key member of the Health Link team, the Analyst – Technology and Innovation provides frontline technical support and strategic guidance to ensure seamless operations across clinical and business systems. This role diagnoses and resolves technical issues, coordinates upgrades, and supports new technologies that enhance service delivery. The Analyst liaises with internal and external partners, including HSS IT, and advises leadership on technology investments, standards, and practices. Responsibilities include maintaining contact centre platforms (e.g., Genesys), health systems (e.g., EPIC), and AI tools (e.g., chatbots, LLMs).
- Classification: Analyst
- Union: Exempt
- Unit and Program: Technology and Innovation, Health Link
- Primary Location: Seventh Street Plaza
- Location Details: As Per Location
- Employee Class: Regular Full Time
- FTE: 1.00
- Posting End Date: 27-FEB-2026
- Date Available: 06-APR-2026
- Hours per Shift: 7.75
- Length of Shift in weeks: 2
- Shifts per cycle: 10
- Shift Pattern: Days
- Days Off: As Per Rotation
- Minimum Hourly Salary: $30.90
- Maximum Hourly Salary: $53.08
- Vehicle Requirement: Not Applicable
Degree in IT, Computer Science, Health Informatics, or related field. Equivalent education/experience may be considered. Minimum 3 years’ experience in contact centre operations and systems support. Experience with Genesys Cloud/Engage, telephony, WFM tools, and CRM platforms. Experience supporting EPIC or similar health systems with clinical workflow knowledge. Certifications in ITIL® V4, CBAP, PMP/CAPM. Advanced proficiency in Microsoft 365 and Windows 11. Familiarity with Azure/AWS, endpoint management, and cybersecurity. Working knowledge of SharePoint Online, Power BI, Access, and SQL. Experience with AI tools including LLMs and chatbot platforms. Strong analytical, organizational, and time management skills. Ability to manage multiple projects and make data-driven decisions. Excellent communication, writing, and presentation skills. Experience in change management, business analysis, and project coordination.
Additional Required Qualifications:
Proficiency in scripting/automation (VBA, PowerShell, Python). Basic network design and troubleshooting (LAN/WAN, VPN, VoIP). Experience with ITSM platforms (e.g., ServiceNow). Familiarity with Agile/Lean methodologies. Experience maintaining Genesys routing strategies, chat workflows, and voice configurations. Support and integration of EPIC modules in contact centre settings. Exposure to LLM platforms (e.g., Azure OpenAI, Vertex AI), including prompt engineering. Experience with chatbot design and deployment (e.g., Dialogflow, Bot Framework). Ability to develop dashboards and visualizations using Power BI. Strong interpersonal and collaboration skills. Ability to work under pressure and meet tight deadlines. Creative problem-solving and innovation in digital tools and internal communications. Experience in developing user-centric solutions and training materials.
Preferred Qualifications:
Experience implementing software in healthcare or operational settings. 3–5 years of progressive experience as a business/information analyst in complex technical or healthcare environments. Familiarity with clinical decision support tools and contact centre analytics. Knowledge of data governance, privacy, and compliance in healthcare.
