Clinical User Experience Lead

Job Description This is a remote position. Clinical User Experience Lead ​ We are seeking a Clinical Lead to support the user experience on a clinical information system consolidation initiative. This role combines clinical user experience focus with project management discipline and IT Service Management practices. The successful candidate will lead the redesign and streamlining of Service Desk processes supporting the clinical system rollout, while ensuring clinicians are provided with endpoint technology and support that is intuitive, reliable, and integrated into their clinical workflows. The ideal candidate will be responsible for eliciting clinical user experience requirements by engaging clinicians across various settings, leading Service Desk redesign initiatives aligned with ITIL practices, managing improvement projects through formal governance, and serving as a liaison between clinical end-users, vendors, IT teams, and project leadership. The role requires expertise in current-state assessment of IT and clinical Service Desk processes, including intake, triage, escalation, and resolution workflows. The successful candidate will design streamlined target-state processes incorporating Incident, Request, Problem, and Knowledge Management practices, develop Service Level Agreements and Operational Level Agreements, and create self-service and knowledge base content. Responsibilities include developing project charters, schedules, RAID logs, and status reporting for leadership and governance bodies. The candidate will conduct user research through various methods, lead facilitation workshops to identify requirements and develop user stories and personas, and collaborate with stakeholders at all levels to ensure smooth delivery and implementation of clinical standardization initiatives. Qualifications - 3+ years of demonstrated experience in a formal Project Management capacity, leading process improvement, service transformation, or technology adoption initiatives from planning through to closure, including development of charters, schedules, RAID logs, and status reporting 3+ years of demonstrated experience redesigning, streamlining, or optimizing an IT or clinical Service Desk function, including intake, triage, escalation, and resolution workflows, ticketing and ITSM tooling, and Service Level Agreements ITIL Foundation certification (v3 or v4) or higher, or 2+ years of demonstrated hands-on application of ITIL practices including Incident, Request, Problem, and Knowledge Management Proven experience engaging directly with front-line clinicians or end users in a healthcare or other complex operational setting to gather user experience, workflow, or service requirements Bachelor's level university degree in Business, Healthcare, Information Technology, or a related discipline (or equivalent combination of education and experience) 3+ years of demonstrated Project Management experience leading multi-stakeholder initiatives in a complex organization, developing project charters, work plans, schedules, and risk/issue/action logs, and reporting status to leadership or governance bodies 3+ years of demonstrated experience applying ITIL-aligned practices to redesign or streamline a Service Desk operation, including current-state assessment, target-state process design, escalation frameworks, SLA/OLA definition, and knowledge base and self-service development 3+ years of demonstrated experience leading workshops to identify and articulate business and service requirements, and to develop user stories, user personas, and use cases 3+ years of demonstrated communication, facilitation, and strong interpersonal skills, with the ability to confidently engage and collaborate with clinicians, project team members, subject matter experts, and stakeholders at all levels 2+ years of demonstrated experience conducting various research methods including usability testing, surveys, and service desk ticket and trend analysis to understand user behaviour, pain points, and needs Nice to Have Experience supporting or participating in a Clinical Information System implementation such as Meditech Expanse, Epic, Cerner/Oracle Health, or similar Formal Project Management and/or Service Management certification such as PMP, CAPM, PRINCE2, or ITIL Practitioner or higher Verbal and written communication, facilitation, and presentation skills in both French and English Previous experience working within the province's technology or healthcare environments, showcasing a strong understanding of the local landscape, policies, and practices Previous experience working as a clinician Required Certifications ITIL Foundation Certification (v3 or v4) or higher