Lead clinical UX and service improvement initiatives by gathering clinician requirements, redesigning service desk workflows, applying ITIL practices, analyzing ticket trends, facilitating workshops, supporting testing and adoption, and delivering project artifacts (charters, schedules, RAID logs).
This is a remote position.
We are seeking an experienced Clinical User Experience Analyst (BA2) to support healthcare and clinical transformation initiatives by improving user experience, optimizing workflows, and translating business and clinical needs into effective digital solutions. The ideal candidate will have a strong background in business analysis, healthcare operations, and user-centered design.
Requirements
- Bachelor’s degree in Business, Healthcare, IT, or related field.
- 3+ years of project management experience (charters, schedules, RAID logs, status reporting).
- 3+ years of IT or clinical Service Desk optimization experience (intake, triage, escalation, SLAs, ITSM tools).
- ITIL Foundation (v3/v4) or equivalent hands-on ITIL experience.
- Experience working directly with clinicians or end users to gather workflow and service requirements.
- Strong communication, facilitation, and stakeholder management skills.ead and support service improvement and transformation initiatives from planning through closure.
- Develop project charters, work plans, schedules, RAID logs, and status reports.
- Assess and redesign IT and clinical service desk processes, including intake, triage, escalation, resolution workflows, and SLA management.
- Engage directly with clinicians and end users to gather workflow, usability, and service requirements.
- Facilitate workshops and collaborative sessions to define business requirements, user stories, personas, and use cases.
- Conduct current-state and future-state process analysis and identify opportunities for optimization.
- Apply ITIL-aligned practices, including Incident, Request, Problem, and Knowledge Management.
- Analyze ticket trends, surveys, usability feedback, and other research inputs to identify pain points and improvement opportunities.
- Collaborate with project teams, subject matter experts, and operational stakeholders.
- Support testing, validation, knowledge base development, and service adoption activities.
Preferred:
- CIS implementation experience (Epic, Cerner, Meditech, etc.).
- PMP/CAPM/PRINCE2 or advanced ITIL certification.
- French and English communication skills.
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