Employment Type:
Full time
Shift:
Description:
POSITION PURPOSE
Responsible for developing and managing a team structure that is aligned with the ITS model organization, set forth by the guidelines established by the Director and/or Senior Manager. Works closely with team members on learning and development plans, in order to provide clients with "application experts" for consulting, programming, implementation and ongoing support services. Responsible for resource planning and management, utilizing ITS planning tools to effectively manage team resources required for support and project needs. Manages full product lifecycle, from inception/charter to sunset and oversees the support and growth of applications while adhering to service quality guidelines and metrics. Advises staff on standards, policies, and procedures, technical problems, priorities and methods. Responsible for evaluating the quality of staff throughout the project life cycle to ensure completion of client commitments within predicted time, scope and cost according to Information Technology Services (ITS) standards. Assists Senior Manager and/or Director in managing budget/actuals, provides explanation and recommendations to address variances. Responsible for assisting the Senior Manager and Director with supporting and cascading the ITS strategic vision, ensuring team members understand their role/relationship in adhering to, supporting and meeting the established objectives.
PREFERRED SKILLS AND EXPERIENCE
Responsible for day-to-day management and support of the Trinity Information Services (TIS) applications supporting Digital Health as a member of the Service Optimization Team. Digital Health aligns clinical and operational opportunities to achieve improved clinical outcomes, higher levels of operational effectiveness, and an elevated member experience to demonstrate our brand promise throughout the Enterprise. Serves as a member of the TIS leadership team, collaborating with IS management and staff to provide application delivery and technical support consistently adhering to the goals of Trinity Health and meeting the needs of the RHM's.
Skilled in managing a team of colleagues responsible for all aspects of Trinity Health enterprise Digital Health applications. Ability to execute supervisory functions of hiring, evaluating, training, career development and mentoring. Ability to recruit and develop staff to create a high-performing technology services organization capable of supporting current systems while migrating to and leveraging next generation technologies. Able to serve as a mentor and coach providing technical guidance and problem resolution as needed. Responsibility for meeting and exceeding all measurements as defined in the Service Level Agreements (SLAs).
The candidate should have experience working in an environment where they do not manage either past or future state platforms yet coordinate operations to meet the needs of both. Must demonstrate the ability to discern follow up without clear direction leveraging years of operations and people management experience. Able to collate data from disparate system to provide metrics necessary for decision-making on short notice. Familiar with information available from multiple sources and possess skills to report and assemble presentations. The ideal candidate should possess the ability to coach and guide colleagues through periods where work is not iterative or stable. An adaptable, learning-minded individual is forecast as best fit.
ESSENTIAL FUNCTIONS
Knows, understands, incorporates and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices and decisions.
Manages all phases of system-wide project implementation and deliverables in accordance with PMO methodology. Interfaces directly with client users and management to accomplish support service objectives. Facilitates application status (project and support) meetings with key client personnel (staff through director level). Plans and manages activities to support best practice initiatives.
Develops and institutes standards for the system consultant and programming staff responsibilities to ensure consistency in performance. Responsible for ensuring all system office and departmental policies and procedures are followed within the application team.
Service Quality: Ensures all team members adhere to established service quality guidelines, and that a just culture root cause investigation is completed for all significant events within specified timeline.
Manages and assigns staff (i.e., contracted and employed staff) resources utilizing ITS resource planning tools, and to project resource allocation required for base support and projects determined by priority and availability within the system or RHM. Manages projects within a matrix work environment. Designs, implements and trains staff and RHM colleagues on systems support procedures to ensure functioning software and effective system utilization. Assists the Senior Manager and/or Director with establishing an optimal model organization structure, and for managing a team structure to support the ITS model organization.
Keeps staff, clients and associates across the system abreast of current and developing trends and technologies in the software and healthcare fields in order to provide technical review and advice in the evaluation and selection of application software. Maintains strong rapport and working relationships with key client informatics and education departments across the system.
Strategy: Responsible for contributing to the establishment of department initiatives to support ITS strategy map objectives, ensuring team members understand their role/relationship to adhering to, supporting and meeting the established objectives.
Responsible for the definitions and or approvals of specifications, inter-relationships and technical requirements for proposed applications and major enhancements to comply with client and/or ITS requirements.
Develops and revises software development standards to ensure they are current with the changing environment. Functions as an application technical consultant to clarify points of issue and in the resolution of problems.
Acts as escalation point for issues requiring coordination with or escalation to RHM management, physicians or vendors. Responsible for the ongoing evaluation of application systems to improve client effectiveness and operational efficiencies.
Reviews and provides input to vendor contract negotiations. Participates in the development of proposals for marketing and investigative purposes and in the system selection and analysis process.
Responsible for the systems analysis and programming components to ensure project and support activities are within defined scope, cost and time estimates. Oversees and monitors staff conformance to defined standards and procedures to ensure the quality and integrity of ITS developed or supported vendor software products. Oversees, monitors and ensures smooth transition from project to support to minimize impact on clients. Responsible for Customer Satisfaction and development and execution of appropriate improvement plans.
Responsible for establishing and ensuring team is meeting business expectations and goals and achieving quality standards and customer satisfaction. Monitors and ensures team service levels are met based on defined metrics and indicators. Participates in ongoing development and service model and client reporting. Responsible for Customer Satisfaction and development and execution of appropriate improvement plans.
Develops and maintains a strong rapport and working relationship with key client application liaisons across the system. Develops and distributes product status reports as required, including both project and support as applicable. Interfaces directly with client us