Clinical user experience analyst (BA2)

This is a remote position.

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.
  

• CIS implementation experience (Epic, Cerner, Meditech, etc.).
  
• PMP/CAPM/PRINCE2 or advanced ITIL certification.
  
• French and English communication skills.