Tech & Info Support Specialist

The Technology and Information Support Specialist (TISS) provides functional leadership in the management, implementation, and delivery of technology solutions for the Ontario Poison Centre and its services. The overarching goal for the TISS is to ensure that the Program’s objectives are consistent and aligned with SickKid’s strategic objectives and the Poison Centre’s mandate. The TISS develop creative approaches and technical solutions with the utilization of communication tools and devices to support initiatives taken on by the Ontario Poison Centre.

Here’s What You’ll Get To Do:

• Oversee all technology and information systems in the Poison Centre.
• Manage technical issues to resolution on all hardware, software or communication and information technology.
• Provide On-Call support to resolve any emergency communication and technology issues. The individual will carry a mobile device (provided by the organization) at all times outside of regular business hours to enact the business continuity plan and ensure ongoing service during planned and unplanned interruptions.
• Act as a liaison between Poison Centre staff and internal as well as external stakeholders.
• Advise on and act as project lead for the implementation of all new communication and information technologies and integration with current systems.
• Establish operational procedures for monitoring, reporting, and documenting any communication and technology related programs.
• Support, train and educate Poison Centre staff on new or existing communication and information technologies.
• Create and modify reports for data analysis as required.
• Provides expert advice regarding the purchasing of hardware and software customized to meet the departmental needs.
• Accurately prioritizes and categorizes support requests and technical requests that require escalation.
• Advises on and is an active participant in the implementation of all new communication and information technologies and their integration with existing systems. Including evaluating performance by putting both software and hardware under appropriate rigor and completing a thorough and in-depth testing protocol. Identifies and advises Managers and Directors on technology process improvements, including bringing forward issues and identifying priorities.
• Advises the Manager, Director, and Medical Director, on the technical functionality/reporting possibilities and limitations, as well as administration processes/procedures for all technology and information systems used at the Poison Centre.
• Investigates, reports on, and independently or in conjunction with other expert resources resolves technical problems on all hardware and software utilized in the department.
• Collaborates with IT experts in IMT as required to ensure alignment of priorities, alignment with the IMT strategic Plan and compliance with the hospital policies, procedures and guidelines related to information management and technology.

Here’s What You’ll Need:

• Post-secondary degree or diploma from a recognized computer or technology program.
• Minimum 5 years’ experience preferably in an academic health care environment.
• Previous experience in a call centre environment preferred with familiarity in IVR management.
• Experience with IT Project Management Frameworks is essential.
• Knowledge of and experience with telecommunications, computer technology, and IP networking is required
• Experience with data collection, analysis and report writing (Crystal Reports, Microsoft Access, SQL) is required.
• Able to manage multiple activities with minimal direction and appropriately prioritize to meet needs.
• Strong leadership skills in fostering a team environment.
• Motivates and demonstrates ability to anticipate, analyze and take initiative to produce results.
• Excellent interpersonal and communication skills along with being a problem solver and critical thinker.
• Demonstrate high degree of judgement, tact and diplomacy in interactions with a wide variety of staff members and external vendors and partners.
• Excellent organizational/time management skills and ability to work independently within a team context.
• Excellent interpersonal and communication skills.

Employment Type: Permanent, Full-Time

This position offers full benefits including health and dental coverage, vacation time, sick time, personal days, LTD, life insurance and the opportunity to participate in the SickKids Pension plan.

The children and families we care for are from a variety of communities, and so are our employees. We welcome and encourage everyone to join our organization and be part of our team.

When requested, SickKids will provide access and inclusion supports to eligible candidates to support their full engagement during the interview and assessment process. Information received related to access or inclusion will be addressed confidentially.

Thank you for your interest in joining SickKids. Only those applicants selected for an interview will be contacted. In accordance with our Hospital policy, employment at SickKids is conditional upon the Hospital’s receipt of all necessary documentation.

FOR EXTERNAL APPLICANTS ONLY: As a health care institution, our highest priority is the safety of patients, families and staff. As a result, we are adopting all prevention measures to ensure the safety of our patients, families and our staff. Therefore, any offer of employment is conditional upon you submitting proof that you have been fully vaccinated with a Health Canada or World Health Organization (WHO) approved COVID-19 vaccination as soon as possible and no later than fourteen (14) calendar days prior to the effective start date, in addition to satisfying any other condition(s) that be set out in an offer. If a candidate fails to satisfy this condition (or any other condition(s) set out in an offer), any offer of employment shall be immediately rescinded.

How to Apply

Tip: Combine your cover letter and resume into ONE document of 20 pages or less as you cannot upload multiple documents as part of your application.

If you are still experiencing technical difficulties please email [email protected] to send us a short description of the issues you are experiencing. Please note that we will not accept resumes sent to this inbox but we are happy to respond to requests for technical assistance.