Specialist in Administrative Processes - Business Analysis, Service Optimization

• Permanent contract
• Full-time
• Between $28.75 and $53.12 gross/hour
• At least 2 years of experience
• Bachelor's degree
• Administration professional
• Competition reserved for all Santé Québec staff

Mission

• At Santé Québec, caring for people is at the heart of our commitment.

That is what unites us and drives us.

We bring together the 30 public health and social services establishments in Quebec and rely on the commitment of nearly 325,000 people who, every day, put their expertise to the service of the well-being of the entire population.

We believe that through collaboration, commitment, respect, kindness, and excellence, a more human, stronger, and fairer network is built.

Working at Santé Québec means contributing to a deeply human mission, in a constantly evolving environment focused on innovation and continuous improvement.

If you share this vision, if you want to contribute to it and make a real difference, your place is here.

Job Title 1109 - Specialist in Administrative Processes

Person who analyzes needs, develops, and provides professional techniques related to administrative methods and systems to improve the functioning of services.

Responsibilities

Within the Customer Relations Management Department (DGRC), the Deputy Director of Digital Experience Support plays a key role in optimizing and evolving the digital services offered to network participants. It brings together various expertise in ITIL service management, new request management, and mission tool management. Its mandate is to ensure effective management of incidents, changes, and service opportunities, while coordinating requests and supporting the definition of new business needs. It also ensures the application of best practices and continuous process improvement, ensuring optimal and adapted service delivery. Through a structured and performance-oriented approach, it contributes to improving the user experience and strengthening the value of digital services.

Under the authority of the Head of Service Process and Best Practices Management, the Business Analyst, Service Optimization, plays a key role in the continuous improvement of business processes and technological solutions. Its objective is to deeply understand organizational needs and identify optimization opportunities to increase efficiency, performance, and stakeholder satisfaction.

The incumbent works in close collaboration with operational teams, managers, and technology providers. They analyze existing processes, detect irritants, and propose adapted, innovative, and strategically aligned solutions. Their expertise in needs analysis, process modeling, and change management enables them to play a catalytic role in the digital experience and service improvement.

The incumbent also acts as an intermediary between business units and technical teams, facilitating communication between functional needs and IT solutions. Their analytical rigor and synthesis ability allow them to identify durable, effective, and adapted solutions to the organization's current and future challenges.

More specifically, they are called upon to:

• Analyze business needs by collaborating closely with stakeholders to identify issues, optimization opportunities, and functional requirements of the sought-after solutions;
• Model business processes using mapping techniques to understand the current functioning and propose improvements adapted to the company's objectives;
• Design and recommend adapted solutions based on expressed needs, evaluating different technological and organizational options to maximize added value;
• Advise and support stakeholders in digital transformation and process optimization to increase overall efficiency and performance;
• Write detailed analyses and recommendations, clearly documenting needs, constraints, and proposed solutions to ensure effective implementation;
• Collaborate with software solution providers to translate business requirements into technical specifications and ensure the adequacy of the offered functionalities;
• Participate in the configuration and implementation of software to ensure their alignment with organizational needs and optimize their use;
• Contribute to testing and quality control of implemented solutions by developing test scenarios, validating functionalities, and identifying gaps to correct;
• Support change by training and supporting users to maximize adherence to new solutions and ensure a smooth transition to new tools.

Please note that responsibilities may be modified based on the evolution of Santé Québec.

Admission Requirements

The candidate must hold:

• A bachelor's degree in administrative sciences, human sciences, social sciences, or another appropriate university discipline.

For consideration, any education completed outside Canada must have been subject to a comparative evaluation (equivalence certificate) issued by the Ministry of Immigration, Francization, and Integration.

It is mandatory to possess Canadian citizenship, permanent resident status, or a work permit issued by the competent federal authority to hold this position.

Profile

• Assets
• Three (3) years or more of experience in an IT context;
• A bachelor's degree in computer science or another appropriate university discipline;
• ITIL, Lean Six Sigma, or other relevant certification;
• Knowledge of the healthcare or public services domain;
• Knowledge of the C2 request management tool;
• Knowledge of the Office suite functionalities;
• Mastery of the French language both orally and in writing.

Desired Profile

• Experience in optimizing digital service-related processes, with an efficiency and automation-oriented approach;
• Experience in writing functional and non-functional specifications, taking into account operational and technological requirements;
• Mastery of business analysis methodologies (e.g., BPMN 2.0) and request and process management tools (e.g., C2, ServiceNow, Jira, etc.);
• Ability to analyze and model business needs, emphasizing user experience improvement;
• Ability to work collaboratively with various stakeholders, including IT teams, service managers, and other parties, to ensure smooth request management;
• Excellent communication and facilitation skills, enabling stakeholder buy-in to proposed solutions;
• Ability to evaluate and prioritize improvement opportunities based on their impact on the organization and user experience of the portal;
• Knowledge of IT service management frameworks (e.g., ITIL) and best practices in service request management;
• Autonomy, rigor, and initiative, with the ability to manage multiple files simultaneously and meet deadlines;
• Ability to work in a constantly evolving environment, adapting to changing network needs and organizational priorities.
• Working Conditions

Hourly Rate: $28.75 to $53.12 depending on experience.

Employment Status: Full-time (35 hours)

Base Location: Montreal or Quebec City

Work Location: Possibility of a hybrid mode.

Start Date: As soon as possible.

Union: SNS

Application Modalities

Please submit your application before August 4, 2026, at 12:00 PM (HNE), by clicking on the Apply button.

For the purpose of verifying your eligibility, it is important to specify each of your relevant work experiences in the Curriculum Vitae section of your personal file and to provide a cover letter.

Only complete applications received before the deadline will be considered. Once you have submitted your application, the information contained