Clinical user experience analyst (BA2)

Accountabilities

• • Lead and support healthcare service improvement and transformation initiatives from planning through completion, coordinating activities, stakeholders, and deliverables.
  • Develop and maintain project charters, work plans, schedules, RAID logs, status reports, and other project documentation.
  • Assess and redesign IT and clinical service desk processes, including intake, triage, escalation, resolution workflows, and service-level management.
  • Engage directly with clinicians and end users to understand workflows, usability challenges, service requirements, and opportunities for improvement.
  • Facilitate workshops and collaborative sessions to define business requirements, user stories, personas, use cases, and future-state experiences.
  • Conduct current-state and future-state process analysis to identify inefficiencies, pain points, risks, and opportunities for optimization.
  • Apply ITIL-aligned practices across Incident, Request, Problem, and Knowledge Management processes.
  • Analyze ticket trends, surveys, usability feedback, and other research inputs to identify recurring issues and recommend improvements.
  • Collaborate with project teams, subject matter experts, clinical stakeholders, operational teams, and technical partners to translate requirements into effective solutions.
  • Support testing, validation, knowledge base development, user adoption, and service transition activities.
  • Help ensure that redesigned workflows and digital solutions are practical, user-centered, and aligned with clinical and operational needs.

  Requirements

  • Bachelor’s degree in Business, Healthcare, Information Technology, or a related field.
  • At least 3 years of project management experience, including developing project charters, schedules, RAID logs, status reports, and related documentation.
  • At least 3 years of experience in IT or clinical Service Desk optimization, including intake, triage, escalation, SLAs, and IT service management tools.
  • ITIL Foundation certification at v3/v4 level or equivalent hands-on experience applying ITIL principles.
  • Demonstrated experience working directly with clinicians or end users to gather workflow, usability, and service requirements.
  • Strong business analysis, process mapping, problem-solving, and user-centered design capabilities.
  • Excellent communication and facilitation skills, with the ability to engage technical, clinical, and operational stakeholders effectively.
  • Strong stakeholder management skills and the ability to coordinate multiple priorities in a transformation environment.
  • Ability to analyze qualitative and quantitative feedback and translate findings into actionable recommendations.
  • Strong organizational skills and attention to detail, with the ability to manage projects and deliverables through completion.
  • Preferred experience implementing or supporting Clinical Information Systems such as Epic, Cerner, or Meditech.
  • PMP, CAPM, PRINCE2, or advanced ITIL certification is an advantage.
  • French and English communication skills are preferred.

  Benefits

  • Contract opportunity supporting healthcare and clinical transformation initiatives.
  • Remote working arrangement.
  • Opportunity to work on projects that improve clinical workflows, service delivery, and digital user experiences.
  • Exposure to healthcare operations, IT service management, clinical systems, and user-centered transformation.
  • Collaborative environment involving clinicians, end users, technical teams, subject matter experts, and operational stakeholders.
  • Opportunity to apply business analysis and project management expertise to meaningful healthcare challenges.
  • Compensation and contract terms to be provided as part of the recruitment process.