Description

JOB DESCRIPTIONS: Responsible for oversight of day to day operations including resource management and Service Delivery. Meets with the Business to determine impact of recurring access related issues. Ascertain functional requirements from the Business, providing findings to IS Leadership and application owners for review and resolution. Responsible for meeting with the Business to ensure a clear understanding of requirements for requesting the granting and removal of access. Regularly meets with Information Services Director to review issues with high impact to the business or patient care, to evaluate strategic approach for documentation within Service Management and ensure appropriate communication to IS and organizational leadership. Assists with setting customer service strategic objectives and customer service standards. Makes recommendations for implementing production, productivity, quality and service improvements. Resolves complex problems, participates in audits and identify trends impacting patient care or the Business. Serves as Liaison between customers and the IS department to evaluate section needs and assist with long term solutions to issues. Meets with the Business to ensure concerns are addressed for any urgent issue or major incidents with impact to patient care or the Business. Assists with setting customer service strategic objectives and customer service standards. Makes recommendations for implementing production, productivity, quality and service improvements. Works with Director for planning and development of departmental budget requirements. Administers and monitors capital equipment, operations, and personnel budgets; reviews prior budget expenses, investigating variances, and takes corrective action as necessary. Makes budget recommendations. Responsible for ensuring orientation and training program, along with continual improvement process, is in place to ensure effectiveness and efficiencies. Responsible for Human Resource related issues, addresses disciplinary and salary actions. Maintains employee information and all HR required documentation. Works with Director on job descriptions development and review. Responsible for staffing needs, interview and hiring process. Works with Director on strategic approach for Information Services policies and procedures, ensuring they have departmental and organizational alignment. Provides strategic direction on process to for day to day operational needs that ensure optimal customer service and delivery. Demonstrates critical thinking, oversight and accountability for day to day operations. Provides strategies for supporting go lives and special projects. Ensures command center requirements are fulfilled and departmental objectives are met. Assists Director with development, implementation, and oversight of policies and procedures to ensure consistent service levels and timely resolutions. Responsible for establishing quality measures and standards to ensure operational efficiencies and effectives and outlines improvement opportunities. Works with Director and is responsible for development and review of Key Performance Indicators (KPIs) and Critical Success Factors. Defines and monitors metrics to ensure optimal workflow and opportunities for improvement. Reviews data with section managers to determine what changes are needed to ensure alignment with departmental Service Delivery standards. Reviews finding and present recommendations to Director. Assists Director with strategic direction to develop long term technology and Service Management strategies for the IS department. Assists with design, implementation and ongoing support of Service Management and ITIL standards. Ensures alignment with established department policies and procedures for Service Management. Escalation resource for major incidents, providing direction when needed and statuses to Director for communication to key enterprise leadership. Assists Director with strategic direction for Knowledge Centered Support to meet ITIL standards and to develop long term strategies for the IS department. MINIMUM QUALIFICATIONS: Bachelors Degree required. A degree in business or an IT related field is highly desired. 7 years of progressive Information Technology experience, including manager experience, required. ITIL v3 or above certification preferred.