CIUSSS du Centre-Ouest de l'Île de Montréal

Oct 27, 2026

Administrative Process Specialist - Application Support (Level 2)

Canada

Montreal, Quebec, Canada

Automatic translation. Check the original.

JOB DESCRIPTION

The digital health team at the CIUSSS du Centre-Ouest is recruiting for a once-in-a-career opportunity. We support and evolve a next-generation electronic health record as well as a cutting-edge data environment. This is an opportunity to contribute to a truly innovative digital transformation that will improve the delivery of care and have a significant positive impact across Quebec!

LEARN MORE ABOUT US

Organization description

Bringing together a wide variety of health institutions affiliated with universities in central-west Montreal, including hospitals, long-term care centers, and CLSCs, the Centre intégré universitaire de santé et de services sociaux (CIUSSS) du Centre-Ouest-de-l’Île-de-Montréal offers endless possibilities. Within this network, you will be called upon to play a leading role in supporting care continuums and trajectories for clients within institutions that have received honors and are recognized around the world for the quality of care and research. At the CIUSSS, staff members are at the heart of the network. Based on values of compassion and integrity, the CIUSSS stands out for its bilingual status and its rich cultural identity.

Our commitment to an inclusive workplace

At the CIUSSS-du-Centre-Ouest-de-l'Île-de-Montréal, diversity is at the heart of who we are and what we do, every day. It is with pride that we welcome, value, and promote this diversity in our teams, which are made up of people with varied strengths, experiences, and backgrounds, sharing a passion for excellence in care and services aimed at improving people's lives.

We adhere to the Equal Access to Employment Program (PAEE) and actively encourage applications from designated groups, such as women, Indigenous people, people with disabilities, as well as those from visible and ethnic minorities, as part of our commitment to an inclusive, equitable, diverse, and discrimination-free workplace. For any request for accommodation measures during recruitment, contact us confidentially at recrutement.ccomtl@ssss.gouv.qc.ca

Your talents will be put to use to:

Customer service orientation

Demonstrate a strong customer service orientation, with a clear focus on effective, respectful, and timely user support

Act as a partner to clinicians and staff by understanding their needs and handling requests with empathy and diligence

Communicate clearly and professionally with users having varying levels of technical and clinical knowledge

Adopt a user-centered approach, taking into account the impacts on patient care and operations

Ensure a positive user experience by offering concrete solutions, managing expectations, and providing rigorous follow-up

Foster trust in the EHR through reliable, accessible, and solution-oriented support

Incident and escalation management

Act as an escalation point for complex incidents and requests from level 1

Escalate confirmed bugs and anomalies to the EHR vendor, ensuring complete documentation and rigorous follow-up

Advanced analysis and problem solving

Perform in-depth analysis and troubleshooting of EHR-related issues (functionalities, workflows, integrations, data integrity, and configuration settings)

Identify root causes of incidents and implement or recommend sustainable solutions

Configuration management

Analyze and correct configuration issues (e.g., user roles, access rights, workflows, forms, system settings) according to established governance rules

Interdisciplinary collaboration

Coordinate with IT infrastructure teams for issues related to performance, access, networks, or environments

Collaborate with the biomedical engineering department for issues related to medical equipment, including connectivity and integrations

Work closely with clinical informatics teams to validate workflows, optimize system usage, and align solutions with clinical needs

Collaborate with the Project Management Office (PMO) for system improvements, upgrades, and digital transformation initiatives

Documentation and knowledge transfer

Document incidents, analyses, and resolutions in detail within the ticketing system

Contribute to the knowledge base and support level 1 to improve first-contact resolution

Continuous improvement and system performance

Monitor trends, recurring issues, and system performance, and propose proactive improvements

Support for updates and deployments

Participate in testing, validation, and deployment activities for system updates

What we offer

Why choose our team?

A dynamic and innovation-driven environment where your ideas matter.

Unique opportunities to develop your skills.

Stimulating and varied projects, carried out within a collaborative team that values mutual support and creativity.

What we offer

Group insurance: health coverage adapted to your needs

Pension plan (RREGOP): prepare for your future with peace of mind

Vacation: 20 days after one year of service

Statutory holidays: 13 days per year

9.6 sick days that can be cashed out annually

Employee discounts: access to exclusive Perkopolis offers

Accessibility: location easily accessible by public transit

Employee Assistance Program (EAP) available 24/7

REQUIREMENTS

Academic requirements

Must hold a bachelor's degree in information technology, health informatics, computer science, administration sciences, humanities, social sciences, or another appropriate university discipline, or hold a comparative evaluation of studies completed outside of Quebec issued by the competent ministry.

Knowledge and experience

Minimum 3 years of experience in application support, ideally in the healthcare sector or with an electronic health record

Experience in supporting complex systems with multiple integrations (an asset)

Demonstrated experience in incident management, root cause analysis, and escalation processes (an asset)

Experience in system configuration (e.g., user roles, access rights, workflows, forms, system settings) (an asset)

Experience with ticketing tools (e.g., ServiceNow, Jira) and structured support processes (an asset)

Good understanding of application support practices (ITIL or similar framework, an asset)

Knowledge of system integrations, interfaces (e.g., HL7, API), and data flows (an asset)

Knowledge of clinical workflows and care environments (a significant asset)

Ability to analyze logs, error messages, and system behaviors to diagnose problems.

Communication skills and customer service mindset, fostering an optimal user experience.

Bilingual: French and English (oral and written).

Key competencies

Excellent analytical and problem-solving skills, with the ability to conduct in-depth investigations

Ability to distinguish between configuration issues, system anomalies, and infrastructure issues

Excellent communication skills, with the ability to explain technical concepts to clinical users

Good organization and ability to manage multiple priorities and escalations

Rigor and quality of documentation

Ability to collaborate with multidisciplinary teams (IT, clinical informatics, vendors, biomedical engineering)

GENERAL INFORMATION

Company: CIUSSS du Centre-Ouest-de-l'Île-de-Montréal

Job title: Administrative Process Specialist - Application Support (Level 2)

Ref no.: 7018

Department: Digital Health Directorate

Site: Jewish General Hospital

Job city: Montreal

Job status: Permanent full-time

Shift: Day

Job type: Unionized

Number of hours per pay period: 70

Base (min.): 28.75

Base (max.): 53.12

Job category: Office and administrative personnel (administrative agent and technician, APPR, SPA, etc.)

Number of positions available: 1

Languages

Administrative Process Specialist - Application Support (Level 2)

JOB DESCRIPTION

LEARN MORE ABOUT US

Organization description

Our commitment to an inclusive workplace

Customer service orientation

Incident and escalation management

Advanced analysis and problem solving

Configuration management

Interdisciplinary collaboration

Documentation and knowledge transfer

Continuous improvement and system performance

Support for updates and deployments

What we offer

Why choose our team?

What we offer

REQUIREMENTS

Academic requirements

Knowledge and experience

Key competencies

GENERAL INFORMATION

Show your skills.Get discovered.

More opportunities with one profile

Keep exploring

Product Manager, Agentic Products

System Administrator

Guidewire ClaimCenter Lead