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Resident Care Applications Lead

Extendicare Canada Inc.

This is a Contract position in Markham, ON posted January 12, 2023.

Reporting to the Senior Manager, Resident Care Technology, the Resident Care Applications Lead is responsible for managing and maintaining the various end-user applications in use across the Residential Care business functions that enable them to provide care to Extendicare residents. The Resident Care Applications Lead will also be responsible for communicating with application vendors, communicating with leads from various business units across Residential care, developing and maintaining end user support documentation, working collaboratively with Applications Support teams and Help Desk agents to ensure support materials are available; and managing an intake and request process for onboarding new applications or implementing existing ones at Extendicare homes.

The Resident Care Applications Lead will also be responsible for providing project support and project reporting for application onboarding and enhancements to support Extendicare strategic priorities. You are a motivated, results-driven team player who will work closely with a team of application specialists, project managers, operational quality teams, and end-user resources to provide support for, and implementation of, technology solutions designed to improve delivery and safety of residents in long term care settings across the country.

This position will be located at our Head Office in Markham, Ontario and will have flexibility for both remote and in-office work based on our hybrid work model.


  • Design and maintain an active inventory list of all applications in use across Residential Care at Extendicare;
  • Develop and maintain an intake process for Residential Care homes and respective leadership to request a review and onboarding of new applications or software;
  • Be the main point of contact with vendors for Extendicare used applications, including supporting issue resolutions, upgrades, downtimes, and vendor support contacts;
  • Working with a team of Application Support Specialists to maintain knowledgebase articles and common issue resolution steps for end users and Help Desk support agents;
  • Coordinate with operations teams in Residential Care to ensure standardized use of applications across all Extendicare homes;
  • Work with a team of Application Training Specialists to develop and maintain training materials for Residential Care applications in use at Extendicare homes;
  • Identify opportunities for integrations of Resident Care applications with existing software at Extendicare, including Single Sign On (SSO), where available;
  • Provide system administration and software technical support to application users, including problem solving and trouble-shooting application issues;
  • Plan, prioritize, schedule, test, and implement software upgrades;
  • Support business intelligence reporting for application users and Resident Care operations team members;
  • Perform regular reviews of user access and security rights access for application users;
  • Assist in ensuring appropriate user access to software applications that contain Personal Health Information (PHI) of Extendicare residents


  • Post-secondary degree or diploma in related field;
  • In-depth business analysis skills with a minimum of 5-years of relevant experience; preference given to candidates with experience in Long Term Care settings;
  • Experience in healthcare, health informatics, and healthcare applications considered an asset;
  • Experience using Microsoft Suite of Products, including: Word, Excel, PowerPoint;
  • Strong problem solving, negotiation, time management, and decision-making skills;
  • Strong communicator with excellent interpersonal skills.
  • Experience with Information Technology Service Management software and/or IT ticket management software
  • Team player who fosters a collaborative work environment, working with others to achieve shared team goals and organizational objectives;
  • Experience of Long Term Care operations is considered an asset

What Extendicare has to offer:

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

  • Continuous mentorship, support for life-long learning and growth opportunities
  • Opportunities for advancement and career growth within the organization
  • A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
  • Employee Family Assistance Program.
  • Robust benefits package.

Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of over 115 operated senior care and living centres, as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of 23,700 individuals are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Extendicare’s Policies on Accommodation, a request for accommodation will be accepted as part of Extendicare’s hiring process.

Extendicare recognizes the importance of immunization to protect our residents, patients, team members and visitors from COVID-19. As such, subject to medical exemptions, a condition of employment with Extendicare is requiring that all new hires have received all required doses of a COVID-19 vaccine approved by Health Canada.