ConnexOntario provides free and confidential health services information for people struggling with their substance use, mental health or problem gambling concerns. We provide support to Ontarians 24/7 through phone, text (SMS), web chat, and email by connecting them to resources in their community. Our knowledgeable and experienced staff offer supportive listening to help people discover the resources they need from our extensive database. Whether they are seeking help for themselves or a loved one, ConnexOntario is here to provide the right information at the right time.
To join our winning team, we are looking for a
Report Developer & Technical Support Specialist
(Permanent/Full-time position)
Essential duties & responsibilities:
This hybrid role encompasses a diverse set of responsibilities. Reporting to the Project Manager, and working closely with the Senior Business Technical Support Specialist, the Report Developer & Technical Support Specialist is responsible for maintaining precise and current centralized databases of information to support organizational operations effectively. Additionally, the role extends to designing, programming, and overseeing a variety of standard and customized reports and products generated from data extracted from an Oracle database. The position is required to provide a highquality standard in every aspect of the department's operation and service, keeping with the organization's policies and procedures.
Moreover, it entails providing essential support to the Service Desk team, offering firstline triage support to diagnose, troubleshoot, and resolve or escalate client issues and queries related to ConnexOntario software products. This support includes documenting and prioritizing tickets in the ConnexOntario issue tracking system, managing user onboarding and offboarding processes, conducting eServices user training, conducting ticket testing, and assisting in requirements gathering and documentation. Furthermore, the role involves offering technical expertise and assistance as needed, contributing to the smooth functioning and continuous improvement of operations.
Intermediate or advanced knowledge and skill are required in the areas of technology
(i.e., Oracle database, data architecture, programming using Cognos BI Tools, PL/SQL, SQL, Power BI, Internet technologies including XML schema application development, and various additional computer software applications such as MS Office products, etc.), data management, report development, and oral/written communication.
Specific Functions:
The role encompasses the following specific functions:
- Generate reports for various internal and external stakeholders based on recurring frequencies (i.e. daily, weekly, monthly, quarterly, and yearly).
- Receive and respond to inquiries from a variety of internal and external sources including Ministry of Health (MOH) and other ministries, Ontario Health, internal staff, application vendors, and other key stakeholders. Sources may be front-line workers, or senior level management.
- Program complex search queries to extract information from the database into standardized or customized reports, graphs, and/or presentations.
- Design, program, and maintain reports for use on websites and applications.
- Design, program, update and execute reports used to verify the consistency and accuracy of the data entered by all ConnexOntario employees.
- Provides programming and interface application development support for automatic and manual feeds of data electronically from ConnexOntario to key stakeholders.
- Provides programming and report development assistance to Information Technology as required (e.g., Forensic Bed Registry report development, DirectConnex, report development, Cognos BI Portal, etc.).
- Comprehend, analyze, and interpret specialized data from various sources including: the Ministry, Ontario Health policy documents, organizations, and other key stakeholders.
- Collaborate with the IT team to ensure the normalization of the database.
- Supports the Service Desk team in delivering first-line triage support to diagnose, troubleshoot, and resolve or escalate client issues/queries regarding ConnexOntario software products.
- Documenting and monitoring ticket prioritization in the ConnexOntario issue tracking system, facilitating onboarding and offboarding of product users, and conducting testing of tickets.
- Providing product demonstrations and training as needed
- Aiding in requirements gathering and documentation
Requirements and qualifications:
- University degree or community college diploma in web technology, information technology, computer sciences and/or other disciplines directly related to the computer field, or comparable training
- Intermediate or advanced PL/SQL, SQL skills
- Proficient information management skills
- Proficient requirements gathering and data analysis skills
- Two to five years report development experience
- Report writing, report presentation, and data manipulation experience
- Experience with ticketing systems, Oracle, report tools, Cognos BI Tools, dashboard software, web development technology, adobe professional suite and MS Office applications
- Experience with XML concepts and creation
- Excellent organizational skills and attention to detail
- Excellent analytical and problem-solving skill
- Excellent communication, interpersonal, and diplomacy skills
- Experience in leading projects is preferred
- Excellent customer relationship management, including customer service skill and attitude
- The ability to meet multiple deadlines, and the capability to multi-task
- Commitment to stay abreast of current information technologies, standards, and usability principles
- Ability to work independently and as a team member
- Familiarity with the addiction and/or mental health services system in Ontario would be considered an asset
- Bilingual in French and English would be a considered an asset
We offer:
- Competitive compensation and benefits package
- Health and care leave days
- Compressed workweek option
- Vacation credits
- Define Benefit Pension Plan
The successful candidate will have the opportunity to become part of a vision that continuously raises the bar for empathy and customer service. We genuinely believe that we have the opportunity to make a positive impact on individuals' lives and our community.
If you believe that you can be part of this, please send your Resume and Cover Letter hr@connexontario.ca.
ConnexOntario Health Services Information is an employment equity employer that embraces diversity and is committed to creating an inclusive workplace. Our goal is to attract, develop and retain talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives.
In accordance with the Ontario Human Rights Codes, Accessibility for Ontarians with Disabilities Act (AODA) and our organization's policy, accommodations will be provided at any point throughout the hiring process. If you require accommodation, please let us know in your cover letter.
We thank you for your interest; however, only selected candidates will be contacted for an interview.
A satisfactory Police Criminal Records Check/Vulnerable Sector Check will be required before hiring.