Reporting to the Manager, Products and Reporting on the DATIS team, the Product Specialist will be part of the team that supports the ONHRDB and will be the primary support providing customer service via our service desk application to diagnose, troubleshoot and resolve incoming issues. As the team’s subject matter expert, the Product Specialist will work with harm reduction service providers and Ministry of Health to support their data management needs which includes, but is not limited to: understanding data and reporting needs; supporting data quality; providing end user support for the ONHRDB service tracking application; administration of the ONHRDB application; and special projects as determined by new funding resources. In collaboration with team members, you will participate in requirements gathering and testing; as well as development of internal and external documentation. The Product Specialist will be able to support multiple complex projects for ONHRDB and can work independently as well as within a diverse team.
The successful candidate will engage internal and external stakeholders; this includes working closely with the DATIS Product and Reporting, and Customer and Systems Support teams; Ministry of Health teams; harm reduction health service providers; and other stakeholders to ensure quality and integrity in client and program data.
They will support a healthy workplace that embraces diversity, encourages teamwork and complies with all applicable and regulatory requirements. 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.
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.
- Under the direction of the Manager, 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.
- 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.
- Participating in other tasks as assigned.
Qualifications
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
If you are interested in this position, please ensure that you apply before 5pm EST of the closing date. If your application is received past 5pm EST of the closing date, your application will not be accepted.
Compensation & Benefits:
- Hiring Salary Range: $59,598.75 – $74,498.44 per year (based on qualifications and experience)
- Full Salary Range: $59,598.75 – $89,398.13 (reflecting potential growth within the role)
- CAMH Benefits Package: Includes extended health and dental coverage, HOOPP defined benefit pension plan, paid vacation and sick leave, and professional development opportunities.
This role offers job stability, career development, and the chance to contribute to meaningful healthcare initiatives that improve patient and community well-being.
At time of hire, CAMH will require all new hires and rehires to provide proof of educational qualifications relevant to the position they hold with CAMH and as required by the specifications in the job posting, in accordance with policies
AHR 3.1.3 Recruitment and Selection and AHR 3.1.15 Credentialing of Professional Personnel.
Internal transfers** will be required to provide proof of educational qualifications for any additional qualifications relevant to their new position.
CAMH is a fully affiliated teaching hospital and research institute of the University of Toronto. As a CAMH employee, you will contribute to our mission by supporting teaching, research, and clinical care across the hospital.
CAMH is dedicated to equity, diversity, and inclusion. Our commitment is to foster a workplace, teaching, and learning environment that is inclusive, respectful, and free from discrimination or harassment.
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. Thank you to all who apply; however, only those selected for an interview will be contacted. If you require accommodations during the application or recruitment process, please let us know.
Through its core values of Courage, Respect and Excellence, CAMH is implementing its Strategic Plan: Connected CAMH, to transform lives, ignite innovation and discovery, revolutionize education and drive social change. CAMH is more than a hospital, it is a cause. CAMH is on a mission to change the way society thinks about and responds to mental illness. They aim 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.
To learn more about CAMH, please visit their website at: www.camh.ca.
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