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Junior Service Delivery Analyst Co-op (May - August 2023)

Company: PointClickCare
Location: Catonsville
Posted on: March 15, 2023

Job Description:

For more than 20 years, PointClickCare has been the backbone of senior care. We've amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform. With Collective Medical & Audacious Inquiry, we've become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient's journey.For more information on PointClickCare, please connect with us on and .Position Type:Co-op Student Work Term: May 8 - August 25, 2023As part of the Service Delivery Management team within SaaS Engineering & Operations, the Service Delivery Analyst Co-Op plays a critical role in continual improvement and efficiency of operations of the PointClickCare SaaS Services used by thousands of Senior Living facilities across North America. As a SaaS Service our uptime, performance and availability of all services are critical to the success of our product, our customers, and the patients they provide care for. The Service Delivery Analyst Co-Op will participate in the day-to-day operation of Service Management practices, assist in process development/improvement, and help technical teams track towards service level objectives to ensure that PointClickCare provides highly available services that meet customer expectations. Working closely with the Manager, Service Delivery and other analysts, the Service Delivery Analyst will assist highly specialized technical teams by coordinating and aligning operational efforts to business priorities. Key Responsibilities:

    • Document processes, procedures, and tasks related to IT Service Management
    • Identify and execute on opportunities to automate processes or reduce waste
    • Lead requirements gathering for refinement and development of processes
    • Facilitate sessions with technical specialists across the Service Management Lifecycle and the SDLC (Incident, Problem, Change, Release), keeping teams focused on outcomes and objectives
    • Proactively manage technical root causes and facilitate resolution to minimize customer impact and meet SLAs
    • Reporting on KPIs and Service Level Objectives
    • Communicate with technical teams and influence them towards best practice and established process where applicableRequired Experience:
        • Currently enrolled in an undergraduate technology-related degree, such as Bachelor of Science in Computer Science or Engineering
        • Experience presenting data visually and creatively
        • Proficient in MS Office (Excel, PowerPoint, Word) and working experience with SharePoint
        • Experience with scripting, programming, macros, and/or advanced Microsoft excel functions
        • Experience/familiarity with the Software Development Lifecycle and Agile Software Development methodologies
        • Experience coordinating and facilitating meetingsDesired Skills:
            • Exquisite verbal & written communication skills
            • Problem solving and root cause identification using the scientific method
            • ITIL, DevOps, SRE knowledge an asset
            • Project management certification or similar education an asset
            • Business analysis certification or similar education an assetIt is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact should you require any accommodations.When you apply for a position, your information is processed and stored with Lever, in accordance with . We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare's human resources team: PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

Keywords: PointClickCare, Catonsville , Junior Service Delivery Analyst Co-op (May - August 2023), Professions , Catonsville, Maryland

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