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About the Role
The Product Specialist will provide primary customer service and support for the ONHRDB application, diagnosing, troubleshooting, and resolving issues. This role involves understanding data and reporting needs, supporting data quality, administering the application, and contributing to special projects. The specialist will collaborate with internal and external stakeholders, including harm reduction service providers and the Ministry of Health, to ensure data integrity and support data management needs.
Responsibilities
- Provide superior customer service by responding to all issues and service requests for ONHRDB support, in a timely and professional manner, via an online service desk application
- Diagnose, troubleshoot, and resolve incoming ONHRDB application and data issues and respond to service requests.
- Carry out activities including, but not limited to requirements gathering for application development and reporting products; testing application and reporting products; issue identification, documentation, mitigation and escalation.
- Act as subject matter expert and administrator for the ONHRDB service tracking application
- Develop and maintain ONHRDB reference documents and training materials
- Develop and deliver content for external stakeholder training
- Review, develop, and/or deliver updates, communications, and presentations in written and verbal form
- Carry out data quality checks, practices, and investigative tasks, and identify opportunities and processes to enhance data quality.
- Take part in strategic discussions and activities, as requested by manager
- Engage and collaborate with internal and external stakeholders, and provincial partners.
- Assist with and provide input to translate data and application needs into formal requirements, test data products and application updates, and provide end-user training when required.
- Participate in other tasks as assigned.
Requirements
- A Bachelor’s Degree in computer sciences, social sciences or a related field, with a minimum of 2 years of relevant experience in health services field and specific experience in mental health and addictions.
- Experience or significant knowledge of Harm Reduction Services in Ontario
- Experience working with community addictions and mental health service providers and data collection systems would be an asset
- Experience with frontline customer service, service request fulfilment and trouble shooting
- Knowledge and experience in training end users, both virtually and written materials
- Advanced knowledge and demonstrated proficiency in computerized systems and applications including databases
- Understanding of privacy and legal best practices and standards, specifically related to data collection, transfer, storage and reporting
- Demonstrated experience with collection and use of data for decision support and quality improvement
- Experience in assisting organizations/agencies with system change initiatives through facilitation, problem solving, decision-making and conflict resolution.
- Excellent organizational, planning and time management skills, with the ability to multi-task, produce and coordinate projects to tight deadlines.
- Strong interpersonal communication (oral and written) and community engagement skills
- Creative problem-solving abilities and organizational skills with the ability to adapt to dynamic project needs
- Experience in collaborating with technical teams and the ability to translate technical information for stakeholders from various backgrounds
- Strong software skills including experience with Microsoft Office (Word, Access, PowerPoint, Excel). Knowledge of Tableau and/or Atlassian tools is an asset.
- Knowledge of best practices for data collection, privacy, and health equity.
- Bilingualism (English, French) is an asset
Skills
- Customer service
- Troubleshooting
- Data management
- Data quality
- Application administration
- Requirements gathering
- Testing
- Documentation development
- Training material development
- Data analysis
- Stakeholder engagement
- Microsoft Office Suite (Word, Access, PowerPoint, Excel)
- Tableau (asset)
- Atlassian tools (asset)
Location
- Remote
- Hybrid
Work Type
- Full-time
Experience Level
- Minimum 2 years of relevant experience
Education Level
- Bachelor’s Degree in computer sciences, social sciences or a related field
Salary/Compensations
- Hiring Salary Range: $59,598.75 – $74,498.44 per year
- Full Salary Range: $59,598.75 – $89,398.13
Benefits
- Extended health and dental coverage
- HOOPP defined benefit pension plan
- Paid vacation and sick leave
- Professional development opportunities
- Job stability
- Career development
About the Company
- CAMH is a fully affiliated teaching hospital and research institute of the University of Toronto.
- CAMH is dedicated to equity, diversity, and inclusion.
- CAMH is implementing its Strategic Plan: Connected CAMH, to transform lives, ignite innovation and discovery, revolutionize education and drive social change.
- CAMH is on a mission to change the way society thinks about and responds to mental illness.
- CAMH aims to eliminate prejudice and discrimination and shape a world where mental illness is central to our healthcare system – a world where Mental Health is Health.
Equal Opportunity
- As an employment equity employer, the Centre for Addiction and Mental Health (CAMH) actively seeks First Nations, Inuit and Métis candidates, those from diverse ethno-cultural backgrounds, women, people with disabilities, people who have experienced mental health and substance use challenges, and additional diverse identities, for our workforce.
- CAMH strongly encourages applications from candidates who reflect the diversity of the communities we serve, including First Nations, Métis, and Inuit Peoples; Black and other racialized communities; LGBTQ2S+ communities; women; and people with disabilities, including those with lived experience of mental health and substance use challenges.
- We welcome applicants from all backgrounds.
- If you require accommodations during the application or recruitment process, please let us know.