Our Burnaby area client is a leader in the support and provision of healthcare services to the British Columbia public.

The client is seeking a Senior Voice Business Analyst on a contract basis to support Technology Planning and Delivery.

Project Description: 

The Technology Planning and Delivery Portfolio delivers complex program management and project delivery services in support of health care strategic priorities and initiatives.  The portfolio manages the Technology Alignment (TA) Infrastructure Program, providing services for two of the largest Health Authorities.  The program is responsible for the planning and delivery of enterprise infrastructure initiatives, implementing component refresh, system enhancements and replacements, and integrating innovative technology into the Health Authority’s IT systems.  Many projects require replacing or commissioning new IT components including but not limited to Network Switches, Load Balancers, Backup, SAN, WiFi, Firewalls, Remote Access, Voice Services, Power and Cooling, Fibre and Cabling, and UPS infrastructure. TA delivers projects supporting new build construction and many projects involve facility renovation/remediation.

The program brings multiple stakeholder groups together to collaborate on implementation.  Projects delivered under this program have complex governance structures requiring clinical, business, and operational leadership engagement and sponsorship.

Anticipated services include:

A senior level infrastructure Business Analyst is required, with relevant technical, communication, planning, delivery, and leadership skills to provide analysis and support on project activities including network infrastructure assessments, requirements gathering, vendor interactions, documentation, testing and implementation planning. The successful candidate will play a key role in analyzing, planning, and executing the transition of voice services to managed service for a variety of ‘Voice Program’ sites. This project is pivotal in mitigating risks associated with outdated phone and voicemail systems, ensuring the continuity of patient care, and supporting the organization’s growth.

The Business Analyst’s responsibilities include, but are not limited to:

• Gap analysis and support for mitigation planning – the proactive identification of requirements that may not be fulfilled completely and framing new options for Executive consumption

• Document current state, identifying critical issues related to obsolete hardware and software, support defining future state and determine the activities required to move from current to the future state for a set or processes and / or business and technical requirements
• Collaborate with stakeholders to gather detailed requirements for transitioning outdated phone and voicemail systems to managed services.
• Translate conceptual requirements into functional requirements in a clear manner that is comprehensible to Voice Architects and the project team
• Validating requirements by developing test cases and providing traceability to requirements
• Create process models, specifications, diagrams, and charts to provide direction to technical subject matter experts and teams
• Assess current capacity limitations of the phone and voicemail system and plan for accommodating new users, particularly for new facilities.
• Evaluate risks associated with voicemail and phone system failures, prioritizing critical clinical and business operations at risk.
• Analyze integration points within the voice system, ensuring a seamless transition to managed services with maintained dependencies.
• Collaborate with network infrastructure teams to assess and document the current state, identifying remediation requirements for a robust network.
• Interface with vendors to gather information on end-of-support status and engage with managed service providers for project alignment.
• Create detailed documentation for the migration and transition plan, including timelines, dependencies, and milestones.
• Develop Day Two support documentation for Tier 1 to Tier 4 support processes.
• Coordinate and support in-depth testing, including end-user reviews, for modified and new processes
• Support the development of user manuals and training materials to facilitate a smooth transition for end-users.
• Develop a comprehensive plan for decommissioning obsolete voicemail and phone systems in compliance with organizational policies.
• Support the development of a communication plan to keep stakeholders informed of progress, risks, and changes in the project timeline.

Example Deliverables Include:

• Transition and migration plan documents
• Network infrastructure remediation assessment reports
• Requirements documentation
• Integration report outlining smooth integration between managed and existing voice system components
• Test plan and testing results outcomes documentation
• Day Two support documentation
• Decommissioning plan

In addition to the requirements noted below, the successful candidate will possess the following:

• Experience working within the BC Health Sector or similar province-wide health systems
• Experience in large-scale healthcare migration or integration projects
• Strong analytical, interpersonal, collaboration, and problem-solving skills
• A demonstrated clear pattern of professional and personal development
• Certifications in Business Analysis, Project Management
• Knowledge of voicemail and phone systems, preferably Avaya, Cisco, Microsoft Teams (highly desired)
• Experience in network infrastructure assessment and remediation (highly desired)

Maximum number of candidate submissions: 2

Note that due to cost and logistics factors, our client has a preference for candidates residing local to this opportunity.  If suitable please apply today!  There is an excellent chance of extension.  Deadline is April 5, 2025.

• A level of education, training, and experience equivalent to a degree in Project Management, Health Administration, Business Administration, Information Management, or a related discipline
• Creative and analytical thinker with strong problem-solving skills, able to work independently
• Demonstrated ability to meet deadlines, handle and prioritize requests, manage laterally and upwards
• Vendor management experience – scoping, milestone governance, progress evaluation, tendering and contract management
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Excellent proficiency with MS Office toolsets (Word, Excel, Visio, Project)
• Excellent written and oral communication skills