Clinical Business Analyst / Clinical UX Analyst

About the Opportunity

Service New Brunswick / Government of New Brunswick is seeking Clinical User Experience Analysts (BA2) to support the Provincial Clinical Information Solution (CIS) – Symbio Program.

New Brunswick is undertaking a major healthcare transformation initiative to transition from multiple standalone hospital information systems toward a unified, standardized and integrated provincial Clinical Information Solution.

The Clinical User Experience Analyst will work at the intersection of clinical operations, user experience, business analysis, IT Service Management (ITSM), Service Desk optimization and project delivery.

The successful candidate will engage directly with clinicians and other clinical end users to understand workflows, identify pain points, define requirements and improve the usability, reliability and effectiveness of clinical technology and support services.

Key Responsibilities

1. Clinical User Experience & Business Analysis

• Engage with front-line clinicians and clinical end users across healthcare environments.
  

• Understand clinical workflows, user needs, pain points and service requirements.
  

• Conduct workflow and user experience assessments.
  

• Elicit, analyze, validate, document and prioritize business, clinical and service requirements.
  

• Translate clinical and operational needs into clear business and technology requirements.
  

• Facilitate workshops and working sessions with clinicians, SMEs, IT teams, Service Desk personnel, vendors and project leadership.
  

• Perform current-state and future-state assessments.
  

• Conduct gap analysis and identify opportunities for process and service improvement.
  

• Develop and maintain requirements documentation, workflows, use cases and related business analysis artefacts.
  

2. Service Desk & IT Service Management Optimization

• Assess existing IT and/or clinical Service Desk processes and operating models.
  

• Analyze and optimize intake, triage, ticketing, escalation and resolution workflows.
  

• Design streamlined target-state Service Desk processes aligned with ITIL practices.
  

• Apply Incident, Request, Problem and Knowledge Management practices.
  

• Develop escalation and service management frameworks.
  

• Support the definition and improvement of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
  

• Support development of knowledge bases and self-service capabilities.
  

• Identify opportunities to improve service efficiency, consistency, usability and clinician satisfaction.
  

• Analyze Service Desk data, tickets and trends to identify recurring issues and improvement opportunities.
  

3. Project Management

• Lead process improvement, service transformation and technology adoption initiatives from planning through completion.
  

• Develop and maintain:
  

  • Project charters
    

  • Work plans
    

  • Schedules
    

  • RAID logs
    

  • Status reports
    

  • Project documentation
    

• Track risks, actions, issues, decisions, dependencies and deliverables.
  

• Coordinate activities across multiple project teams and stakeholder groups.
  

• Prepare project updates and reports for project leadership and governance bodies.
  

• Support implementation and adoption of service and technology improvements.
  

• Ensure project activities remain aligned with objectives, timelines and expected outcomes.
  

4. Facilitation, User Research & Usability

• Lead workshops and stakeholder working sessions.
  

• Facilitate discussions involving clinicians, SMEs, project teams, technology teams and leadership.
  

• Develop or contribute to:
  

  • User stories
    

  • User personas
    

  • Use cases
    

  • User workflows
    

• Conduct usability testing and user research.
  

• Use surveys, Service Desk ticket analysis and trend analysis to understand user behaviour and needs.
  

• Identify pain points and recommend practical improvements.
  

• Present research findings, requirements, recommendations and project updates to stakeholders at all levels.
  

5. Clinical Information Solution Support

• Support CIS implementation and clinical standardization activities.
  

• Collaborate with clinical experts to gather requirements and validate clinical standards.
  

• Build, validate and test clinical content within the CIS.
  

• Support clinical workflow and solution validation.
  

• Develop and maintain:
  

  • Process documentation
    

  • Solution documentation
    

  • Workflows
    

  • Use cases
    

  • User guides
    

  • Training materials
    

• Support implementation, adoption and change activities associated with the CIS.
  

• Work closely with project teams to ensure clinical requirements are appropriately incorporated into the solution.
  

Requirements

Mandatory Qualifications

Candidates must clearly demonstrate all mandatory requirements in their resume and submission materials.

M1 – Education

Bachelor's-level university degree in:

• Business
  

• Healthcare
  

• Information Technology
  

• Related discipline
  

An equivalent combination of education and experience may be considered.

M2 – Formal Project Management Experience

Minimum 3 years of demonstrated experience in a formal Project Management capacity.

Experience must include leading process improvement, service transformation or technology adoption initiatives from planning through completion.

Hands-on experience with:

• Project charters
  

• Project schedules
  

• Work plans
  

• RAID logs
  

• Status reporting
  

• Project planning and execution
  

• Stakeholder coordination
  

M3 – Service Desk / ITSM Optimization

Minimum 3 years of demonstrated experience redesigning, streamlining or optimizing an IT or clinical Service Desk function.

Experience must include:

• Intake workflows
  

• Triage
  

• Escalation
  

• Resolution workflows
  

• Ticketing/ITSM tools
  

• Service Level Agreements (SLAs)
  

M4 – ITIL

Candidate must have either:

Option A: ITIL Foundation certification v3 or v4 or higher

OR

Option B: Minimum 2 years of hands-on application of ITIL practices, including:

• Incident Management
  

• Request Management
  

• Problem Management
  

• Knowledge Management
  

M5 – Clinical / End-User Engagement

Demonstrated experience engaging directly with front-line clinicians or end users within healthcare or another complex operational environment.

Experience gathering:

• User experience requirements
  

• Workflow requirements
  

• Service requirements
  

• Clinical requirements
  

• Operational needs
  

M6 – Availability

Candidate must be available to commence the assignment on or about August 17, 2026, or earlier if possible.

M7 – Conflict of Interest

Candidate/vendor must not be a prime respondent or named subcontractor/partner to a prime respondent on RFP #8025087-25, as participation may constitute an actual or perceived conflict of interest.

M8 – Submission Limit

Maximum 2 candidates per vendor.

M9 – Submission Requirement

Candidate submission must comply with the SOW requirement of a maximum 6-page response, focused on the scored requirements and deliverables.

Scored / Preferred Qualifications

S1 – Multi-Stakeholder Project Management – 3+ Years

Experience leading multi-stakeholder initiatives within complex organizations.

Preferred experience developing and managing:

• Project charters
  

• Work plans
  

• Schedules
  

• Risk/issue/action logs
  

• Leadership reporting
  

• Governance reporting
  

S2 – ITIL-Aligned Service Desk Transformation – 3+ Years

Experience applying ITIL-aligned practices to redesign or streamline Service Desk operations.

Preferred experience with:

• Current-state assessments
  

• Target-state process design
  

• Escalation frameworks
  

• SLA/OLA definition
  

• Knowledge base development
  

• Self-service solutions
  

S3 – Facilitation & Business Analysis – 3+ Years

Strong facilitation and business analysis experience, including workshops focused on:

• Business requirements
  

• Service requirements
  

• User stories
  

• User personas
  

• Use cases
  

• Process improvement
  

S4 – Stakeholder & Clinical Communication – 3+ Years

Strong communication, facilitation and interpersonal skills with the ability to collaborate effectively with:

• Clinicians
  

• Clinical SMEs
  

• Project teams
  

• Technology teams
  

• Business stakeholders
  

• Senior leadership
  

S5 – User Research & Usability – 2+ Years

Experience conducting or supporting:

• Usability testing
  

• Surveys
  

• Service Desk ticket analysis
  

• Trend analysis
  

• User behaviour analysis
  

• Pain-point identification
  

• User needs assessments
  

S6 – Clinical Information System Experience

Experience supporting or participating in a Clinical Information System (CIS) implementation is an asset.

Relevant systems may include:

• MEDITECH Expanse
  

• Epic
  

• Cerner / Oracle Health
  

• Other comparable Clinical Information Systems
  

S7 – Additional Certifications

The following certifications are considered assets:

• PMP
  

• CAPM
  

• PRINCE2
  

• ITIL Practitioner or higher
  

• Other recognized Project Management or Service Management certifications
  

S8 – French & English

Strong verbal and written communication, facilitation and presentation skills in both French and English are strongly preferred.

S9 – New Brunswick Experience

Previous experience within New Brunswick healthcare or technology environments is an asset, particularly familiarity with local healthcare practices, technology environments, policies and processes.

S10 – Clinical Background

Previous professional experience working as a clinician is considered an asset.

Key Deliverables

The successful candidate may be responsible for delivering:

• Review and validation of existing business requirements.
  

• Clinical stakeholder engagement and requirements gathering.
  

• Facilitated workshops and working sessions.
  

• Identification of new business and IT requirements.
  

• Current-state and future-state assessments.
  

• Gap analysis.
  

• Detailed process and solution documentation.
  

• Clinical workflows and use cases.
  

• User guides and training materials.
  

• Business and client requirements analysis.
  

• Service Desk and ITSM process improvement recommendations.
  

• Recommendations and implementation support for identified solutions.
  

• Monitoring and evaluation of implemented solutions.
  

• Building, validating and testing clinical content within the CIS.
  

• Clinical standards and workflow validation.
  

• Stakeholder communication and adoption support.
  

• Project status reporting and governance documentation.
  

Reporting Structure

The successful candidate will report to the Director of Technical Stream, CIS Project, with a dotted-line relationship to the Service Desk / IT Operations Lead for Service Desk redesign and ITIL process implementation activities.

Work Location & Travel

This is a remote position within Canada.

Candidates must be able to travel to New Brunswick at least once per month throughout the project duration.

Travel time and costs from the candidate's remote location to New Brunswick are the vendor's responsibility. Authorized travel expenses while in New Brunswick will be reimbursed according to applicable provincial travel rates.

Ideal Candidate Profile

The strongest candidates will typically come from backgrounds such as:

• Clinical Business Analyst
  

• Clinical User Experience Analyst
  

• Senior Business Analyst
  

• IT Service Management Analyst
  

• ITSM Consultant
  

• Service Desk Transformation Lead
  

• Healthcare Project Manager
  

• Clinical Systems Analyst
  

• Digital Health Business Analyst
  

The ideal candidate combines:

• Healthcare/clinical stakeholder engagement
  

• Clinical workflow analysis
  

• Business and service requirements elicitation
  

• IT Service Desk transformation
  

• ITIL practices
  

• Formal Project Management
  

• Workshop facilitation
  

• User experience research
  

• Usability testing
  

• Process redesign
  

• ITSM/ticketing environments
  

• Clinical Information System implementation
  

• Strong documentation and communication skills
  

Candidates with CIS implementation experience, PMP/PRINCE2/CAPM or advanced ITIL credentials, New Brunswick healthcare/technology experience, clinical backgrounds, or professional French and English communication skills will be particularly competitive.