Technology & Systems Administrator (Paramedic Services)

The Role

Acts as a primary resource and key technical support for Paramedic Services (PSV) regarding their technology environment, including (but not limited to) any hardware and software solutions in current use or potential future application. Provides critical technical operations support, maintenance, testing, troubleshooting, and repair of PSV technology. Supports installation of hardware and software upgrades and new equipment configurations. Administers PSV systems, including troubleshooting, resolving issues, and implementing upgrades/enhancements. Maintains an inventory of hardware devices and applications within the technical environment. 

Duties/Responsibilities

• Understands the operational requirements of PSV technology and manages the administration of these systems, including computer equipment, electronic patient care system, defibrillator integrations, medical dispensing units, automatic vehicle location devices, on-board cellular technology, provincial locator application, and other systems/technology related to the daily operation within the PSV work/technology environment. 
• Ensures that patient data workflow is working between PSV, the regional network infrastructure, and the local hospitals receiving data from the electronic patient care system.
• Obtains technical assistance and services from ITS, external vendors/contractors, and exchanges information with equipment manufacturers and suppliers to source replacement parts and resolve issues. 
• Provides support to PSV operations and fleet staff with the maintenance and operation of in-vehicle devices/equipment interfacing with PSV systems connected to the Region’s LAN/WAN network. Troubleshoots software issues and assists with the installation, testing, repair, and decommissioning of equipment/devices. Collaborates with ITS when integration with regional or external systems is required.  
• Consults with PSV management and users to determine requirements and planning for system upgrades/enhancements. Analyzes current operations; evaluates new software and hardware applications; and maintains on-going communications with corporate IT/vendors to be aware of changes, and develop or modify existing applications related to PSV systems where required.  
• Engages with ITS to ensure ITS policies and procedures are followed, especially regarding security, data management, system implementation, and integration. Communicates regularly with ITS staff and escalates issues as required. Supports ITS staff by testing and troubleshooting major upgrades/ changes to corporate IT managed systems and applications as well as network troubleshooting at any of the PSV stations and satellite locations (e.g., security, network, backup, desktop applications).
• Coordinates and plans the implementation of new PSV system application projects and upgrades. Works with external vendors and corporate IT regarding system installation, configuration, testing (pre and post), troubleshooting, validation, end-user training, and rollout phases of technical deployments. Installs/upgrades PSV specific software per license agreements. 
• Keeps up to date on current PSV systems and technologies. Assists management to evaluate vendor proposals for hardware, software, and maintenance contracts, with Purchasing and ITS. Coordinates IT purchases with ITS.
• Attends departmental and divisional meetings, provides technical advice, assistance and support to staff, performs needs evaluation, and responds to technical inquiries from all levels of staff.
• Exchanges information with external data processing agencies, such as the Province, other municipalities, or other Paramedic Service providers, regarding data and technology.
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge and skills are acquired through a 3-year diploma/degree in a related field, plus 3 years of experience directly related to systems analysis and support.
• Knowledge and skill in information technology system implementation and administration, business process analysis, project management, requirements gathering, and data analysis. 
• Knowledge of system architecture and its applications. 
• Knowledge and understanding of system security, data protection and system integration methods, scripting, data management and reporting tools, and operations best practices.
• Knowledge of and ability to comply with policies, procedures, and related legislation, including corporate ITS governance model and policies, and vendor service agreements. 
• Knowledge of and ability to apply security best practices, technology standards and information technology methodologies, including system naming conventions, database normalization and documentation requirements, to allow the Division to maintain control of data and their structures. Ability to ensure system specifications do not contravene established ITS policies or procedures.
• Ability to work independently, adapt, and organize work to meet demands and changes in priorities.
• Mechanical aptitude, analytical, and technical skills to analyze, diagnose, troubleshoot, and resolve software and hardware issues in a technical environment. 
• Human relations and communications skills to respond to technical inquiries; instruct and train all levels of staff in specific work methods/procedures; obtain, clarify, or exchange information with ITS staff, management, vendors, and contractors; and participate as an effective team member. 
• Ability to read technical manuals, updates, bulletins, system implementation and testing plans, and system specifications. Ability to write/develop user guides including documentation and training material, test plans, and system communications to staff. 
• Technical proficiency in the operation of a computer, desktop applications, and operating systems. 
• Technical competency to learn and apply new/changed computer programming tools. 
• Ability to alter working hours for systems testing and completion of urgent work requirements. Is requested to work extra hours in the evenings, on weekends, and holidays for emergencies.
• Must have a valid G class driver's license (or G2 with 3 years of driving experience) and acceptable driving record to operate corporate vehicles. Ability to travel within and outside Waterloo Region.
• Must provide an acceptable Criminal Record and Judicial Matters police records check.
• Ability to support and demonstrate the Region’s values.