Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health? CLICK HERE to apply through your Workday account.

Exemption Status:

Exempt

Hiring Range:

$106,080.00 - $190,944.00

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Monday through Friday

Scheduled Hours:

0800

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

99940 - 5946 IS OCM

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Responsible for managing and developing a team and growing relationships with operational leaders to help drive the direction of department and organizational objectives.

I.  Major Responsibilities:

Relationship Building and Proactive Management
1.    Establishes and maintains effective working relationships with operational staff.
2.    Proactively identifies barriers to completing work requirements and escalates issues as needed.
3.    Adapts to shifts in the dynamic healthcare environment by assigning and prioritizing work effectively.

Application Management:
1.    Understands and defines application road map for all critical applications.  
2.    Measures / ensures adoption of core technologies throughout the organization, engaging governance stakeholders as needed. 
3.    Monitors, recommends and ensures end-of-life systems are managed to maintain continuity for clinical and operational demands, allowing sufficient time for technology transitions if needed.  
4.    Plans for and oversees annual strategy for all portfolio optimization initiatives included under area of oversight. 
5.    Oversees the application upgrade process, including recommending new functionality to operational staff.
6.    Leads discussions with subject matter experts, caregivers, and vendors to evaluate and configure application features.
7.    Directs the configuration of application features and security settings and creation of support documentation, including test scripts and workflow diagrams.

Product and System Evaluation:
1.    Partners with clinical stakeholders and IS Shared Services to drive product selection and evaluate system functionality to ensure it meets customer requirements.

Knowledge Advancement:
1.    Actively learns and applies new skills to improve support for customers and coworkers. 
2.    Continuously advances knowledge of current products, including obtaining application certifications and staying updated on system configurations and emerging technology and industry trends.
3.    Actively participates in professional development programs defined by department.

Troubleshooting and Issue Resolution:
1.    Monitors and engages in ticket triage process and analysis to determine the appropriate work stream.
2.    Assists in scoping efforts for issue resolution.
3.    Helps to monitor and meet service level agreements.
4.    Identifies common trends and plans for / proactively addresses key drivers.  
5.    Directs the troubleshooting of application components within server configurations, including system services, interface jobs, and application settings.

Vendor Coordination:
1.    Manages working relationships with third-party vendors to ensure the installation and configuration of software comply with UMMH standards and project specifications. 

Project Management Responsibilities:
1.    Manages work across various functional teams for cross-functional projects.
2.    Monitors project scope and adherence to project management guidelines.
3.    Participates or develops applications-related project plans
4.    Escalates issues as needed to ensure timely resolution.
5.    Participates in project estimation work.
6.    Develops and enforces department procedures and standards, particularly for deploying and configuring applications and features.
7.    Establishes and upholds build standards to ensure consistency and quality.

Personnel Management:
1.    Oversees the on-call schedule and act as the primary escalation point for on-call analysts.
2.    Manages employee workloads, create / establish KPIs / metrics and tracks overall performance for individuals and team.
3.    Conducts annual performance reviews and support staff development.  Develops and manages both annual performance goals and professional development plans in line with department expectations for team members. 
4.    Administrative Duties:
- Ensures accurate submission of time sheets and approves payroll.
- Maintains appropriate staffing levels.
- Conducts interviews and job searches.
- Participates in the development and administration of the operating budget for the IS Applications department.

Staff Development and Engagement:
1.    Helps staff stay engaged with their work and support their career goals.
2.    Provides guidance and opportunities for professional growth and serve as primary mentor to team members.
3.    Focuses on maintaining a happy engaged workforce.

Adaptability:
1.    Demonstrates high adaptability to dynamic responsibilities and evolving project requirements.

Must be able to work off hours as needed and participate in an on-call rotation.

II. Position Qualifications:
License/Certification/Education:
Required:
1.    Bachelor’s degree or 8 years equivalent experience.
2.    Epic/Workday/Application certifications or ability to achieve, as required by department.
3.    Lean Green Belt certification or ability to achieve, as required by department.
Preferred:
1.    Project Management certification (PMP/CAPM).

Experience/Skills:
Required:
1.    5 years experience with enterprise platforms (EHRs/ITSM/ERPs).
2.    Strong interpersonal skills with the ability to engage and motivate teams.
3.    Strong leadership skills, the ability to drive process improvements, and a proactive approach to managing and resolving complex issues.
4.    Team player with strong problem solving, time management and decision-making skills, ability to maintain a positive attitude and solution focused even in challenging situations.
5.    Proactive and adaptable, with a focus on continuous improvement and innovation.
6.    Able to serve as a mentor and leader throughout the organization.

Preferred:
1.    Healthcare experience.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.