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IS Manager

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Company: Mountain States Health Alliance

Location: Johnson City, TN

Date Posted: April 21, 2014

Source: Mountain States Health Alliance

SCOPE OF POSITION
The I.S. Manager's role is to strategically design, develop and implement system solutions, including integration with databases and data warehouses, which support the objectives outlined in the MSHA strategic plan. It is imperative that the I.S. Manager ensure a high level of data quality across the enterprise through the creation and management of sound data management processes. This individual is responsible for standardizing data naming, establishing consistent data definitions, and monitoring overall data quality .

Responsibilities:

Assess and cultivate long-term strategic goals in conjunction with end users, managers, clients, and other stakeholders.

Direct, organize, and lead projects in the implementation and use of new software tools and systems.

Lead the integration efforts for merging platforms with enterprise systems and applications .

Oversee the design, code, test, and document all new or modified systems, applications, and programs.

Assist in the design of databases and data warehouses to ...
SCOPE OF POSITION
The I.S. Manager's role is to strategically design, develop and implement system solutions, including integration with databases and data warehouses, which support the objectives outlined in the MSHA strategic plan. It is imperative that the I.S. Manager ensure a high level of data quality across the enterprise through the creation and management of sound data management processes. This individual is responsible for standardizing data naming, establishing consistent data definitions, and monitoring overall data quality .

Responsibilities:

Assess and cultivate long-term strategic goals in conjunction with end users, managers, clients, and other stakeholders.

Direct, organize, and lead projects in the implementation and use of new software tools and systems.

Lead the integration efforts for merging platforms with enterprise systems and applications .

Oversee the design, code, test, and document all new or modified systems, applications, and programs.

Assist in the design of databases and data warehouses to ensure interoperability with enterprise solutions.

Analyze user requirements and, based on findings, design functional specifications for front-end applications.

Conduct job duties and responsibilities according to the organization's business systems development methodology and/or its Systems Development Life Cycle (SDLC) methodology.

Design and deliver end-user training and training materials; provide technical support as necessary.

Act as evangelist for system benefits across the organization; promote BI usage to relevant departments .

Evaluate and select system solutions .

Conduct research and make recommendations on products, services, and standards in support of procurement and development efforts.

Mentor and/or provide leadership to junior members of the team in becoming highly effective and efficient in their day-to-day role.

Plan, coordinate, and supervise all activities related to IS support areas.

Oversee resources to ensure data recoverability - through proper creation and testing of backups; integrity - verifying or helping to validate data integrity; security - defining and/or implementing access controls to the data; availability - maximum uptime; and performance - maximum system performance given budgetary constraints.

This individual will lead multiple teams in the development and deployment of new applications and/or enhancements to existing applications throughout the enterprise. Partner closely with upper management, other IT Leaders, business users, associated vendors and development team members.

The IS Manager is responsible for monitoring performance, issue resolution, resource upkeep, and training of personnel. This position plays a major role in researching and resolving problems as part of daily operational support. A key component of this position is providing system support to the various constituent groups so they can make informed decisions on throughput, utilization, and performance improvement objectives.

The IS Manager must possess initiative , sound judgment and high aptitude for organization and attention to detail required to carry out job duties. Above average intelligence is necessary to comprehend complex application interrelationships and operational processes in order to render decisions consistent with the strategic goals and objectives of MSHA. Must have the ability to manage resources needed for projects, tasks or problem resolutions. Capable of prioritizing multiple conflicting demands for resources. Continuous monitoring and adaptation of priorities as situations change from moment to moment. Exceptional written and verbal communication skills needed to successfully communicate across all levels of personnel throughout the alliance. The desire to provide exceptional customer service is required. Must possess the interpersonal skills necessary to foster an atmosphere of cooperative collaboration with other staff, project leaders and managers within IS Department and the hospital.

Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) are collections of best practices and frameworks aimed at improving service management and achieving alignment between the business' core functions and its service provider organizations. It is an iterative cycle of repeatedly developed, checked, re-evaluated, modified and checked again.  The successful candidate will possess the knowledge, skill, certifications and experience to implement new ITIL/ITSM processes and framework to a maturing IT department. ITIL 3.0 foundations certification required, 2011 preferred.

The IT Manager (ITIL/ITSM) will be responsible for providing the necessary oversight to assure MSHA IS Service Support and Service Delivery meets/exceeds MSHA business/clinical needs with demonstrable results.

Duties include but will not be limited to:
*    Enable and champion an IT service culture
*    Oversee development of ITSM/ITIL-based management processes and controls to ensure quality is maintained to meet business objectives
*    Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
*    Maintain responsibility for the ownership and resolution of Service Management issues which arise in connection with ITSM Services
*    Review service metrics (KIQs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics
*    Coordinate inter-process changes with process owners
*    Create and maintain the catalog description of existing services offered by IT
*    Ensure appropriate OLAs/SLAs are in place to support all IT services
*    Analyze and review actual service performance against SLAs and OLAs
*    Provide regular reports on service performance and results to IT senior leadership
*    Review SLA targets and metrics on an ongoing basis
*    Review OLA targets and metrics on an ongoing basis
*    Initiate and coordinate actions to maintain or improve service levels

MSHA expects that every team member will role model Patient-Centered Care behaviors and be guided by MSHA's Values and the Principles of Patient-Centered Care. Every member of MSHA's leadership team is accountable for coaching and monitoring reporting team members to ensure that the standards and initiatives of Patient-Centered Care are a living reality in their work units / Departments.

It is vital that an individual in this position be capable of good communication skills. It is of the utmost importance that written communication is legible.

MSHA expects all team members to support the VOS initiative by demonstrating awareness of the VOS system and effectively applying it to his/her work.

Job duties of this position may require access to protected patient information (PHI). The team member will be accountable for appropriate use of the record and compliance with all confidentiality and security policy and procedures related to use, access, and disclosure of PHI.

REPORTING RELATIONSHIP
This position reports to the appropriate IS Corporate Director and CIO.

EDUCATION AND EXPERIENCE
Education:

This position requires a Bachelors degree preferably in Healthcare, Computer Science, Business, Industrial Engineering or equivalent.  Five years application experience within a hospital setting and two years of supervisory or management experience is required.  Must have demonstrated successful performance in management of complex projects as well as management of personnel.

Professional Skills:

This position requires excellent interpersonal, leadership, technical, and communication skills. Initiative, follow through, cooperation, organizational skills, attention to details, flexibility and creativity are key traits of this person. Leading others and being an effective role model is an important part of this professional practice. Demonstrated resourcefulness, initiative and analytical abilities. Working knowledge of healthcare (internal structure, culture, workflow, vocabulary). The IS Manager must maintain confidentiality at all times and utilize HIPAA regulations in regards to patient information. Ability to organize and offer presentations in either written or verbal formats. Must demonstrate excellent written/verbal interpersonal communication/problem solving skills. Ability to establish and maintain effective working relationships with others and the willingness to work as part of a team is required.
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