Technical Documentation and Process Improvement (2017)

Technical Documentation and Process Improvement (2017)

Type: Health Care : Finance

Company: Provincial Health Services Authority

Location: Vancouver, British Columbia

Created: 2017

Role: Senior Business Analyst

ITIL, Technical Documentation, Release Management, Code Versioning, Knowledge Base and Taxonomy, Support Document templates, SharePoint 2013, ETL, SSIS, SSRS, Incident Escalation, Information capture, Record of truth, MS Access Application, Microsoft Stack.

PHSA was a career highlight for me since it was the first I time worked for Crown company. With management’s instruction, I’ve identified over a dozen areas with potential opportunities for improvement. This includes adoption of ITIL, incident and solutions capture system, automation of a number of daily KTLO (keeping the lights on) tasks (a daily activity), development life-cycle, release management, version control, disaster recovery, style guide and proper information capture, etc. Conducted fact-finding on primary application support assignments, reverse engineering.

I also put forward recommendations to further exploit SharePoint 2013 by establishing document management and taxonomy, support and operations dashboard, etc. Based on my findings on my first week, and with management’s guidance, I gradually introduced the concepts and tools to a very receptive team, such as technical document templates, GitHub, ITIL, SharePoint support dashboard, etc. Things I believe our small department can benefit from.