Clinical ITSM Project Manager

CLINICAL USER EXPERIENCE ANALYST / PROJECT MANAGER (CIS/Symbio Program – 2 Resources Required)

Requisition #: R (RQ00372)

Location: Remote (within Canada – *See Work Model below)

Engagement Type: Contract

Number of Resources required: 2

Rate (CAD): Up to $96.00 per hour / Commensurate with related experience and market competitiveness

Term: to (500 working days) with two 12-month extensions available (up to 48-month contract)

Hours per day: 7.50

Security Screening: Standard (Criminal Record Check)

Tri-global Solutions Group Inc. is seeking two (2) Clinical User Experience Analysts / Project Managers to join our talented Service Delivery team at Service New Brunswick (SNB), Government of New Brunswick.

WORK MODEL

The successful contractor(s) will be able to work remotely, but the should be able to travel to the province of New Brunswick at least once a month throughout the project duration. All work must be performed from within Canada in accordance with network and data security policies. Applicants must be legally authorized to work in Canada (e.g., Canadian citizen or permanent resident). Standard hours are 8:15 AM to 4:30 PM Atlantic Time, Monday to Friday, excluding observed holidays. Regardless of location, the contractor must adhere to these Atlantic Time business hours.

PROJECT OVERVIEW

New Brunswick is undergoing a significant transformation, transitioning from various standalone hospital information systems to a unified, standardized, and integrated Clinical Information Solution (CIS). A key part of this initiative is the optimization and streamlining of the service desk function, ensuring clinical end users have a frictionless experience with service desk and can continue to provide exceptional care in a timely fashion.

As the CIS program matures, the volume and complexity of clinician-facing support interactions — device issues, access requests, application questions, and workflow disruptions — is increasing in parallel with the endpoint fleet. A positive user experience depends not only on well-designed and well-placed devices, but on a Service Desk function capable of resolving issues quickly, consistently, and with minimal disruption to patient care.

This role combines the clinical user-experience focus of a Clinical User Experience Analyst with the process discipline of a Project Manager and the operational rigour of an IT Service Management (ITIL) practitioner. The successful candidate will lead the redesign and streamlining of Service Desk processes supporting the CIS rollout, while continuing to ensure clinicians are provided with endpoint technology and support that is intuitive, reliable, and integrated into their clinical workflows

Tri-global is seeking the services of two (2) User Experience Analysts focused on Documentation to assist with initiatives related to the standardization and implementation of the CIS.

DESCRIPTION OF SERVICES

We require the services of a Clinical User Experience Analyst with a solid Project Management background.

The Clinical Information System (CIS) Consolidation Project is seeking a resource who can operate at the intersection of clinical user experience, IT Service Management, and formal project management, ensuring clinicians are provided with the correct tools and technology to meet their needs, while the Service Desk supporting those tools is redesigned to be efficient, predictable, and clinician-friendly.

In this role, the Clinical User Experience Analyst will be responsible for the following:

• Elicitation of Clinical User Experience Requirements: Engage clinicians across the province in various clinical settings to understand needs and requirements, and how support processes can be optimized to match their workflows. Travel throughout the province and on-site assessment work may be required.
• Service Desk Redesign & Streamlining: Lead a current-state assessment of existing IT/Clinical Service Desk processes (intake, triage, escalation, resolution) and design a streamlined, ITIL-aligned target state — including Incident, Request, Problem, and Knowledge Management practices, SLAs/OLAs, and self-service/knowledge base content.
• Project Management of Improvement Initiatives: Plan, execute, and formally manage Service Desk and endpoint user-experience improvement initiatives — developing charters, schedules, RAID (risks, actions, issues, decisions) logs, and status reporting for project leadership and governance bodies.
• Stakeholder Collaboration: Act as a liaison between clinical end-users, the CIS vendor, internal IT teams (including the Service Desk), and project leadership on matters related to usability and the support experience.

The chosen individual’s work will be comprised of a mixture of steady state and project-based efforts.

Some after hours and weekend work may be required for the successful candidate, however, any overtime or work during non-business hours must be approved in advance.

The language of work is English; French is an asset.
The language of service is English; French is an asset.

MANDATORY REQUIREMENTS

• A bachelor’s level university degree in Business, Healthcare, Information Technology, or a related discipline. An equivalent combination of education and experience may be considered. (Yes or No)
• A minimum of three (3) years of demonstrated experience in a formal Project Management capacity, leading process improvement, service transformation, or technology adoption initiatives from planning through to closure (charters, schedules, RAID logs, status reporting). (3 years+)
• A minimum of three (3) years of demonstrated experience redesigning, streamlining, or optimizing an IT or clinical Service Desk function, including intake, triage, escalation, and resolution workflows, ticketing/ITSM tooling, and Service Level Agreements (SLAs). (3 years+)
• ITIL Foundation certification (v3 or v4) or higher. Candidates without formal certification but with a minimum of two (2) years of demonstrated hands-on application of ITIL practices (Incident, Request, Problem, and Knowledge Management) may be considered equivalent. (Yes or No)
• Proven experience engaging directly with front-line clinicians or end users in a healthcare or other complex operational setting to gather user experience, workflow, or service requirements. (Yes or No)
• Submitted resumes must not exceed 6 pages in length, focus on the Scored Requirements and Deliverables.

SCORED REQUIREMENTS

• Demonstrated Project Management experience leading multi-stakeholder initiatives in a complex organization, developing project charters, work plans, schedules, and risk/issue/action logs, and reporting status to leadership or governance bodies. (3 years+)
• Demonstrated experience applying ITIL‑aligned practices to redesign or streamline a Service Desk operation, including current-state assessment, target‑state process design, escalation frameworks, SLA/OLA definition, and knowledge base/self‑service development. (3 years+)
• Strong facilitation skills: demonstrated experience leading workshops to identify and articulate business and service requirements, and to develop user stories, user personas, and/or use cases. (3 years+)
• Demonstrated communication, facilitation, and strong interpersonal skills, with the ability to confidently engage and collaborate with clinicians, project team members, subject matter experts, and stakeholders at all levels. (3 years+)
• Demonstrated experience conducting various research methods (usability testing, surveys, service desk ticket/trend analysis, etc.) to understand user behaviour, pain points, and needs. (2 years+)
• Experience supporting or participating in a Clinical Information System (CIS) implementation (e.g., Meditech Expanse, Epic, Cerner/Oracle Health, or similar) is considered an asset. (Asset)
• Formal Project Management and/or Service Management certification (e.g., PMP, CAPM, PRINCE2, or ITIL Practitioner/higher) is considered an asset. (Asset)
• Verbal and written communication, facilitation, and presentation skills in both French and English is strongly preferred. (Asset)
• Previous experience working within New Brunswick’s technology or healthcare environments, showcasing a strong understanding of the local landscape, policies, and practices. (Asset)
• Previous experience working as a clinician would be considered an asset. (Asset)

DELIVERABLES

• Detailed review of existing business requirements.
• Collaborate with clinical experts to gather input and insights for the development and refinement of clinical standards.
• Design and develop facilitation sessions to validate the existing requirements and collect net new business and information technology requirement, including gap analysis.
• Create and maintain detailed process and solution documentation, including workflows, use cases, user guides, and training materials, to ensure seamless adoption of clinical standards.
• Conduct comprehensive analysis of business and client requirements to support the development, operations, and deployment of the clinical standardization project; recommend and implement solutions to achieve defined objectives, monitoring their effectiveness.
• Build, validate, and test clinical content in the CIS
• Collaborate closely with project teams to ensure the smooth delivery and implementation of the clinical standardization project, including effective communication plans for stakeholders.

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