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.
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 users and management to accomplish support objectives as stated in Service Agreement. Directs support service activities on an on-going basis through client user groups and provides quality customer service.
Manages colleagues responsible for daily supervision, staff mentoring, coaching, skill development, evaluations, interviewing and hiring. Provides guidance and serves as mentor and role model to staff (local and remotely) through motivation, leadership development, innovative thinking, analytical and consulting skills and hands on assistance. Completes colleague reviews and provides guidance on learning and development opportunities.
Provides input to department (cost center) budget development, monitoring, forecasting and reporting. Manages team budget development, monitoring, forecasting and reporting. Provides administrative and support services reporting as required. Responsible for contracting for supplemental resources and overseeing the purchase/invoice process.
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health Corporate Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior
Must possess a comprehensive knowledge of information systems, including application software architecture, with interrelationships, and basic knowledge of hardware architecture and operating environment as normally obtained through Bachelor’s degree and five (5) to eight (8) years of experience or an equivalent combination of education and/or related work experience.
Two (2) or more years’ progressive leadership experience in IT or healthcare. Leadership experience with a consulting and/or programming staff within a health care related environment is preferred. Internal candidates with two (2) or more years of strong senior analyst leadership will be considered. Significant health care background including business functions related to appropriate applications. Preference given to multi-facility environment.
Two (2) to four (4) years' experience with managing progressively complex projects and ability to apply appropriate project management methodology. Considerable client management knowledge and experience in order to manage full product lifecycle, from inception/charter to sunset.
Demonstrates excellent human relations and management skills. Understands health care regulations and quality standards. Must be articulate, possess a professional business manner and hold excellent analytical, organization and strong group process skills.
Demonstrated ability to communicate (verbal and written) effectively and put forth ideas in a professional manner.
Considerable knowledge of and experience in developing and managing project budgets, day- to-day operations and staffing needs.
Ability to communicate with non-technical leaders and business owners providing a clear understanding of appropriate technology solutions to support and enhance business needs. Demonstrates an understanding of health care regulations and quality standards.
Some knowledge of and experience in planning (i.e., process improvement, desired application functionality, organizational structures and planning, etc.
Considerable knowledge of multiple technologies and experience with applications and systems in an integrated work environment. Strong understanding of client server technology and relational databases.
Must be comfortable operating in a collaborative, shared leadership environment.
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.
PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS
Operates in a typical office environment. The area is well lit, temperature-controlled and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in a number of different locations on technical issues.
Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communications.
The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same period and adapt to interruptions.
The incumbent must be capable of traveling in the course of completing project assignments.
Must be able to set and organize own work priorities, and adapt to them as they change frequently.
Provides 24x7x365 support.
Must be able to travel to the various Trinity Health sites (20%) as needed (may or may not apply).
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.