Telecommut
Description
NOTE:
Assignment Type: This position is listed as Onsite; the resource is expected to work 7.25 hours per calendar day between the standard working hours of 8:00-5:00 PM (excluding lunch breaks) every Monday to Friday inclusive at the identified OPS office location.
Extension/Amendment Attestation:
Extensions are permitted only to the extent of unused contract days and/or remaining contract funds. No additional funds will be added beyond the maximum contract value, including any extension options set out in the original SOW.
HSC may exercise its option to extend the SOW beyond October 5, 2027, provided that the Master Service Agreement is extended. Any such extension shall be on the same terms, conditions, and covenants as those contained in the SOW.
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Responsibilities:
• Provide daily Tier 2 subject matter expertise and client support to 177 HRIS clients through the Footprint ticketing system or other mechanisms for applications including Quadrant Workforce (HR, Payroll, Scheduling, Leave Management and QSS modules), MS GP 2018, BSSI HFM and Logibec MMS, ensuring accurate and timely payroll support for 31,000 healthcare employees.
• Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity.
• Liaison between users and other team members including Database Administrators (DBA’s), System Administrators, Network Administrators, Privacy and Security Specialists, and Software Subject Matter Experts.
• Identify application defects and assist in complex trouble shooting and root cause analysis.
• Follow all established Service Management process and identify opportunities for improvement.
Experience and Skill Set Requirements
Public Sector Experience
· 2+ years of experience working in the healthcare industry
· Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health
5 points
Technical Skills
· Knowledge and Skills/Experience:
· Microsoft Great Plains 2016, 2018
· Logibec MMS (Materials Management System)
· BSSI HFM (Health Financial Management)
· OTR
· AODA compliance
· MS Teams
· MS Excel
· MS Power Point
45 points
Service Management Skills
· Knowledge of Service Management Processes with 5+ years’ experience in supporting remote clients.
· Experience triaging tickets, prioritizing, categorizing, and handling service requests, incidents, and problem tickets
· Experience with Footprints Ticketing Application
30 points
Management and Communication Skills
· Proven track record for building strong working relationships
· Strong interpersonal, and verbal and written communication skills
· Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively
· Excellent analytical, problem-solving, and decision-making skills
· Ability to apply strong listening skills to facilitate issue resolution
· A motivated, flexible, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines.
20 points
Closing Date - 2026-06-01, 3:00 p.m
Maximum Number of Submissions - 1 (one)
Assignment Type: This position is listed as Onsite; the resource is expected to work 7.25 hours per calendar day between the standard working hours of 8:00-5:00 PM (excluding lunch breaks) every Monday to Friday inclusive at the identified OPS office location.
MUST HAVES:
Please refer to the Experience and Skillset Requirements
