User Experience Analyst

The Clinical User Experience Analyst is responsible for leading initiatives to improve clinical and IT service desk operations by engaging with end users, particularly clinicians, to optimize workflows and technology adoption. This role involves project management, process redesign, and applying ITIL practices to enhance service delivery within healthcare or complex operational settings. Responsibilities:

• Lead multi-stakeholder projects from planning through closure, including developing charters, schedules, and risk/action logs.
• Redesign, streamline, and optimize IT or clinical Service Desk functions such as intake, triage, escalation, and resolution workflows.
• Apply ITIL-aligned practices to improve incident, request, problem, and knowledge management processes.
• Engage directly with front-line clinicians and end users to gather user experience, workflow, and service requirements.
• Facilitate workshops to identify business and service needs and develop user stories, personas, and use cases.
• Conduct research using usability testing, surveys, and service desk ticket analysis to understand user behavior and pain points.
• Support or participate in Clinical Information System implementations.

• Bachelor's degree in Business, Healthcare, Information Technology, or related discipline (or equivalent experience).
• Minimum of 3 years project management experience leading process improvement or technology adoption initiatives.
• Minimum of 3 years experience redesigning or optimizing IT or clinical Service Desk functions.
• ITIL Foundation certification (v3 or v4) or minimum 2 years hands-on ITIL practice experience.
• Proven experience engaging with clinicians or end users in healthcare or complex environments.

• Experience supporting Clinical Information System implementations (e.g., Meditech Expanse, Epic, Cerner/Oracle Health).
• Formal Project Management or Service Management certifications (e.g., PMP, CAPM, PRINCE2, ITIL Practitioner or higher).
• Strong verbal and written communication skills in both French and English.
• Experience working within New Brunswick's technology or healthcare environments.
• Previous clinical experience.

• Role requires strong facilitation and interpersonal skills to collaborate with diverse stakeholders.
• Must be able to work in complex healthcare operational settings with multiple stakeholders.

• Standard work schedule with potential for project-driven deadlines; specific shift details not provided.