Clinical User Experience Analyst

On behalf of our Healthcare Client, Affinity Healthcare Solutions is looking for a Clinical User Experience Analyst 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.

Responsibilities

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.

Qualifications

Mandatory Requirements

• Bachelor’s degree in Business, Healthcare, Information Technology, or a related discipline, or an equivalent combination of education and relevant experience.
• 3+ years of experience in a formal Project Management role, leading process improvement, service transformation, or technology adoption initiatives through the full project lifecycle, including project charters, schedules, RAID logs, and status reporting.
• 3+ years of experience redesigning, streamlining, or optimizing IT or clinical Service Desk operations, including intake, triage, escalation and resolution workflows, ITSM/ticketing tools, and Service Level Agreement (SLA) management.
• ITIL Foundation (v3 or v4) certification or higher, or 2+ years of experience applying ITIL practices, including Incident, Request, Problem, and Knowledge Management.
• Experience engaging directly with front-line clinicians or end users in healthcare or other complex operational environments to gather user experience, workflow, or service requirements.
• Available to start work on or about the date specified in Section 8 of the SOW.
• No conflict of interest with RFP #8025087-25, including not being a prime respondent, named subcontractor, or partner to a prime respondent on that RFP.
• Vendor submission limit: Maximum of two (2) candidate submissions per vendor.
• Experience preparing concise responses within a 6-page maximum submission, with emphasis on Scored Requirements and Deliverables.

Scored Requirements

• 3+ years of experience leading complex, multi-stakeholder projects, including development of project charters, work plans, schedules, risk/issue/action logs, and status reporting to leadership or governance bodies.
• 3+ years of experience applying ITIL-aligned practices to redesign or improve Service Desk operations, including current-state assessments, target-state process design, escalation frameworks, SLA/OLA development, and knowledge management or self-service solutions.
• 3+ years of experience facilitating workshops to identify business and service requirements and develop user stories, user personas, and use cases.
• 3+ years of experience demonstrating strong communication, facilitation, and interpersonal skills while collaborating with clinicians, project teams, subject matter experts, and stakeholders at all organizational levels.
• 2+ years of experience conducting research and analysis activities such as usability testing, surveys, and service desk ticket or trend analysis to identify user behaviours, pain points, and service improvement opportunities.
• Experience supporting or participating in Clinical Information System (CIS) implementations, such as Meditech Expanse, Epic, Cerner/Oracle Health, or similar platforms.
• Project Management and/or Service Management certifications such as PMP, CAPM, PRINCE2, ITIL Practitioner, or higher-level certifications.
• Bilingual communication skills (French and English), including verbal, written, facilitation, and presentation capabilities.
• Experience working within New Brunswick healthcare or technology environments, demonstrating knowledge of local policies, practices, and operational landscapes.
• Clinical experience as a healthcare practitioner or clinician.

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About Affinity

Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

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Job Number: 13820