Administrator, Leadership Development and Elearning, Human Resources

Administrator, Leadership Development and eLearning, Human Resources

Policy & HRBC

Vancouver, BC

In accordance with the Mission, Vision and Values, and strategic directions of PHSA safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA's Agencies/Divisions/Services, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Administrator, Leadership Development & eLearning provides Tier 1 technical and customer/client support on PHSA's LearningHub Course Catalogue Registration System (CCRS) for participating Health Organizations including Vancouver Coastal Health, Vancouver Island Health, Fraser Health, and Providence. The incumbent investigates system issues, conducts analysis, troubleshoots problems, liaises with applicable Health Authority groups, and drafts/updates training and reference materials. Utilizes the JIRA ticketing system to track, escalate and respond to user support issues. Triages user support issues to appropriate Subject Matter Experts, Course Managers and Health Organizations. The Administrator functions as part of the Leadership Development & Learning team, participates in the setting of goals and objectives, provides input into the longer terms needs and recommends strategies for future developments to facilitate learning and development.

What you'll do

• Provides pro-active support and advice through email and on the phone, analyzes problems, and resolves customer/client issues related to LearningHub and eLearning and classroom course management using strong analytical and judgment skills.
• Maintains the LearningHub user support ticketing system for all user issues including monitoring, triaging, and responding to incoming support requests, and flagging some requests for the attention of appropriate members of the Online Learning Team.
• Works collaboratively in a team of Administrators to sort and respond to issues.
• Provides user support with account and profile issues including creation of accounts, password resets, merging accounts, course completion issues, learning certificates and course registrations.
• Supports the course managers with LMS Moodle configuration settings, LearningHub CCRS course settings, and course manager technical support.
• Produces and maintains LearningHub training materials and quick reference guides. Supports the on-going development and updating of systems and processes by providing recommendations and working with team to ensure systems and processes are optimized.
• Escalates issues to PHSA Tier 2 support Health Organization Database Managers as well as subject matter experts. Redirects specific Course Manager issues and support regarding course creation, and online course testing, and organizational reports.

What you bring

Qualifications

• A level of education, training, and experience equivalent to a diploma in business administration or information systems technology or related field, supplemented by courses in computer science or internet-based applications, plus a minimum of four (4) years recent, related experience in customer support, educational, business or health care environment.
• Works both independently and as an effective team member. Ability to multi-task, organize and prioritize workload to manage concurrent multiple projects and to successfully meet deadlines. Able to work effectively with frequent interruptions. Customer service focus. Excellent written and verbal communication, and interpersonal skills; aptitude to listen, ascertain the needs of clients, develop relationships, and respond accordingly in a timely and efficient manner. Strong technical aptitude for problem-solving, issue resolution and technical support of eLearning and talent management systems. Must be able to thrive in an ambiguous and rapidly-changing environment. Ability to identify opportunities for process and system improvements. Demonstrated ability to use related equipment including word processing, spreadsheet, database and presentation software at an advanced level. Knowledge of Office administrative procedures requiring organization and record keeping, and operation of standard office equipment. Proficient in Microsoft Office Suite (Word, Excel, and Outlook), Internet search engines, HTML, and other common software used in online course development.

Skills & Knowledge

• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.

• Join one of BC's largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-time

Salary Range: $55,677 - $73,076 /year. The starting salary for this position would be determined with consideration of the successful candidate's relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
Location: 1333 W Broadway, Vancouver, BC V6H 1G9
Closing date: Applications accepted until position is filled
Hours of Work: 8:00-16:00 (Monday to Friday)
Requisition # 161092E

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

What we do

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments' unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca

Please note the internal job posting will no longer be accessible after the expiry date of March 7, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday - Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.