Analyst, Application Support

About oh

• At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province.
• Our vision is that together, we will be a leader in health and wellness for all.
• Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value.
• How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.
• At Ontario Health, your growth and well-being aren’t just supported—they’re celebrated every step of the way.
• Here, you have the opportunity to make a meaningful impact while shaping a fulfilling and sustainable career.
• Based on your role, you may receive:

Want to make a difference in your career?

Consider this opportunity.

Responsibilities

• The role manages complex production incidents and service requests, investigates application issues, and represents the voice of the customer when issues require escalation to the operations teams and/or application vendors.
• Here is what you will be doing: Owns and manages incidents and service requests from intake through resolution, including reviewing, clarifying, categorizing, prioritizing, troubleshooting, tracking, and documenting escalated issues.
• Investigates high-priority issues, including those that may impact Ontario Health at Home Human Resources and Finance departments, and provides recommendations to the Manager.
• Collaborates with the Service Desk, Data and Software Support, Operations, DBAs, Developers, and other technical teams to troubleshoot data issues, resolve incidents, and coordinate bug fixes.
• Advocates for customers on critical application issues and keeps them informed of incident status, progress, escalations, and expected next steps.
• Documents customer interactions, investigations, and resolutions to support internal and external knowledge and continuous improvement.
• Monitors service levels and escalation processes to help ensure procedures and timelines are met.
• Participates in User Preview activities, documenting and prioritizing issues identified by users.
• Reviews new release information and supports customers with application functionality, service requests, and inquiries.
• Supports planning for new modules, customizations, integrations, and application enhancements.
• Tests application changes prior to production deployment and, where applicable, trains staff on new functionality.
• Identifies opportunities to improve Application Support processes, team knowledge, efficiency, and the overall customer experience.
• Undertakes special projects, including data analysis, complex data-cleanup initiatives, and financial incident analysis.
• Assists with the onboarding and training of new team members.
• Ensures Personal Information (PI) is protected in all circumstances and adheres to applicable policies and procedures.
• Makes decisions that have limited to moderate impact.

Requirements

• Bachelor’s degree or Diploma in Health-related fields, Computer Science, or related discipline, or equivalent experience.
• Previous Service Desk experience.
• Knowledge of Remedy or other ticketing software.
• Experience managing customer tickets and supporting incidents and triage resolution.
• Experience with ERP Functional Support and Systems Administration, preferably Quadrant Workforce and/or Great Plains/Quadrant Financials
• Experience with HR and Payroll Principles.

Knowledge and Skills

• Strong analytical, diagnostic, and problem-solving skills, with the ability to investigate issues, identify solutions, and clearly communicate findings.
• Strong customer service and interpersonal skills, with the ability to build effective relationships and gather information needed to resolve issues.
• Strong verbal and written communication skills, including the ability to explain technical solutions to both business stakeholders and non-technical users.
• Strong organizational and multitasking skills, with the flexibility to manage competing priorities.
• Ability to learn new concepts and develop strong knowledge of application functionality, products, and business processes.
• Ability to work independently and collaboratively with business and technical teams, including Business Analysts and Leads, Development, QA Testers, Release Management, IT staff, and other support teams.
• Strong emotional intelligence and ability to work effectively with team members and customers.
• Detail-oriented, self-motivated, and committed to sharing knowledge and supporting team success.
• Proficient in MS Office, including O365.
• Understanding of Quality Assurance and testing protocols, including the ability to create and manage QA test cases.

Preferred

• 3 - 5 years of experience supporting within a Healthcare environment preferred
• Experience in Health Care environment/support is an asset.
• ITIL V3 foundation and/or practitioner certification is an asset.
• Understanding of the Software Development Life Cycle (SDLC)
• High-level understanding of database concepts, preferred.

Pay

• Salary Band: Band 4
• Permanent Full time Contract Length: N/A

Benefits

• Comprehensive health coverage from day one , with fully paid medical, dental, and vision benefits to support you and your family’s health
• Flexible health care or wellness spending accounts , plus an inclusive program to support your overall well-being
• A premium defined benefit pension plan , ensuring long-term financial security
• Competitive vacation entitlement that encourages time to rest and recharge
• Three personal days and two float days annually , providing added flexibility to support work-life balance, in addition to vacation days
• Ongoing learning and career development opportunities designed to help you grow, advance, and thrive in your profession
• A collaborative, values-driven workplace where integrity, care, humility, inspiration, and tenacity shape everything we do
• Opportunities to participate in Communities of Inclusion , fostering belonging, equity, and the sharing of diverse perspectives across our team

Traduction française de l’offre d’emploi

• Pour obtenir une traduction en français de l’offre d’emploi suivante, veuillez envoyer un courriel à careers@ontariohealth.ca .
• Les demandes seront traitées dans un délai de trois jours ouvrables et la période de dépôt des demandes sera prolongée de trois jours.
• To obtain a French translation of the following job posting, please email careers@ontariohealth.ca .
• Requests will be addressed within three business days, and the application window will be extended by three business days.

Location

• Ontario Health (OH) welcomes applications from candidates across Ontario.
• Please note that this role follows an in-office work model, requiring employees to work from a designated, approved Ontario Health location.

Employment Type

Employment Type

Application deadline

External Application Deadline Date: November 10, 2026

All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Equal opportunity

Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; members of Black and racialized groups; 2SLGBTQIA+ communities; trans and nonbinary individuals; and people living with disabilities.

Ontario Health is an accessible employer, and we offer accommodation in all aspects of employment, including the recruitment process.

If you require a disability related accommodation in order to participate in the recruitment process, please email careers@ontariohealth.ca and a member of the team will connect with you within 48 hours.