JOB DUTIES AND RESPONSIBILITIES

Part A: Information Systems, Information Management and Reporting Support

Reporting, Information Quality and Privacy

• Support the configuration, maintenance, and effective use of reporting tools and system-generated reports to meet internal quality improvement, performance measurement, Ministry, and Lead Agency requirements; coordinate more complex data analysis with the appropriate internal or external resource.

• Support privacy, security, access control, and information-quality practices for client information systems, including monitoring data integrity and completing and documenting scheduled or random client-file access audits as required.

• Support LCC’s data governance and health-records management practices through appropriate system configuration, access controls, documentation, and user guidance.

• Support system-related practices that help LCC meet PHIPA requirements for the collection, access, retention, and destruction of personal health information.

• Client Information Systems and Software Optimization

• Coordinate improvements to the configuration, usability, and effective operation of agency client information systems.

• Review client-system vendor notices, upgrades, and release information; assess operational impacts, coordinate testing or implementation as appropriate, and communicate changes to affected stakeholders.

• Monitor the operation and use of client information systems, develop guidance and training tools for new and existing users, respond to routine user questions, and coordinate escalated issues with vendors.

Lead Agency

• Serve as an internal resource on the operation and effective use of client information systems and, where applicable, support system-level information-sharing across the Hamilton service area.

• In support of the Director, Quality, Compliance and Evaluation, liaise with service providers on system-related information exchange, data definitions, and consistent information-management practices.

• Provide guidance to service-area providers on system use and information-quality practices that support reliable reporting and system planning.

• Provide guidance to core service providers on records management and appropriate use of information systems in support of LCC’s Lead Agency responsibilities.

Part B: Digital Services, Software Administration and User Support

SharePoint and Microsoft 365

• Maintain and administer LCC's SharePoint environment, including site structure, document libraries, metadata, navigation, and content organization.

• Manage SharePoint and Teams permissions and access in line with role-based access, privacy, and records management requirements.

• Support departments to build and maintain team sites, lists, forms, and simple automated workflows (e.g. Power Automate).

• Monitor content for currency and compliance with retention schedules; support archiving and cleanup of outdated material.

• Develop user guides and provide training and support to staff on SharePoint and Microsoft 365 tools.

Learning Management System

• Maintain the learning management system (LMS), including user accounts, course enrolment, course uploads, and system configuration.

• Work with Human Resources and program leaders to assign mandatory and role-specific training and to track completion.

• Produce training compliance reports for managers, Human Resources, and accreditation and Ministry requirements.

• Troubleshoot user issues and serve as the main contact with the LMS vendor for updates, enhancements, and support.

Dashboard Development

• Maintain and improve dashboards, reports, and reporting functionality using Power BI and other relevant tools, in collaboration with system owners and subject-matter experts, to support performance and quality measurement, planning, and decision-making.

• Consult with leadership and program staff to understand reporting and workflow needs and translate them into practical system configurations, dashboards, or reporting solutions.

• Maintain reporting connections, refresh schedules, and access permissions, coordinating with vendors or technical specialists when required.

• Document report sources, definitions, configurations, and operating procedures to support consistency, transparency, and continuity.

• Support the systems, reporting tools, and processes used to implement and monitor the agency’s Annual Measurement Strategy.

Staff Technology Support and Coordination with Outsourced IT

Scope clarification: This position is LCC’s primary internal resource for organizational software and digital systems. Traditional IT infrastructure and specialist hardware/network support remain outsourced; the role provides initial triage, coordinates requests, and supports staff in using LCC’s applications.

• Provide initial triage and practical assistance for staff technology issues, particularly access to and use of organizational software and digital platforms; refer hardware, network, connectivity, device, and infrastructure issues to LCC’s outsourced IT provider and track requests through resolution as appropriate.

• Coordinate user accounts, software licenses, and application access for new, transferring, and departing staff with Human Resources and the outsourced IT provider, as responsibilities require.

• Maintain or coordinate records of organizational software, application licenses, and relevant technology assets; liaise with the outsourced IT provider on equipment procurement, setup, and deployment.

• Support the consistent application of system access, authentication, privacy, and cybersecurity practices within organizational applications, in coordination with the outsourced IT provider.

• Act as LCC’s internal liaison with software vendors and outsourced IT providers; coordinate application upgrades, system changes, implementation projects, troubleshooting, and service requests, following issues through to resolution where appropriate.

• Maintain practical documentation for organizational systems, workflows, access procedures, and user support; coordinate with the outsourced IT provider on business continuity, backup, and infrastructure-related practices.

Other Duties                                                                                                                        

• Review and adhere to all organizational policies and procedures.

• Maintain confidentiality in accordance with regulatory body and LCC policies at all times.

• Protect your own health and safety, and the safety of others, by working in compliance with the law and the organization's safe work practices and procedures.

• Demonstrate and support a culture of diversity, equity, and inclusion.

• Other related duties as assigned.