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Director IS Customer Support and Business App

Company: Central Maine Healthcare
Location: Lowell
Posted on: September 17, 2022

Job Description:

At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day. Position Summary:The Director of IS Customer Support provides leadership and direction for delivering operational support for end users of IS resources and also provides overall direction Human Resource applications, IS Contract Management, and the IS Project Management Office. Primary responsibilities include providing expertise in the definition, adoption, and adherence to best practice standards for application development, contract management and project management. Defines and manages operational processes for change, problem and incident management; developing and documenting all policies and processes of project lifecycles in order to deliver projects according to plan and within budget. Develops and manages formal methodologies for defining key IS performance metrics and resource allocation. - -This position will assist the Chief Information Officer, IS Leadership, and customers in managing the organizations portfolio of projects and inter-project risks and dependencies. Position is accountable for supervision, resource allocation, cost-benefit justification, and high-level project management for multiple medium to large projects, at department and enterprise levels. Position requires high level of customer service skills to establish and enhance positive relationships with patients, customers, co-workers, and others.Essential Duties:

  • Maintains the operational integrity of all HR applications and associated technologies used at CMH. Coordinates with the appropriate IS teams to resolve operating issues in a timely fashion.
  • Develops operational and management backup procedures to be implemented by all IS departments in event of catastrophic system failure or unscheduled system outages.
  • Serves as the primary department contact for communication with all internal and external customers.
  • Collaborates with IS teams to define requirements for HR information system functionality and database improvements, and operational changes to improve system performance.
  • Coordinates with vendors to optimize service support for HR systems and to optimize service for professional and departmental staff. Maintains awareness of vendor technology trends including how those directions will impact departmental systems and operations.
  • Identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, regarding use of current systems or for new systems to be introduced into service and ensures compliance with regulatory standards as they apply.
  • Oversees departmental projects and coordinates with the IS teams to plan software upgrades and serves as a resource during implementation of new systems.
  • Analyzes operating issues and opportunities for improvement, identifies and prepares recommendations to proactively resolve operational problems in areas that depend on HR applications. Works closely with departmental management and involves other key stakeholders as appropriate.
  • Participates in the design, direction, and coordination of IS programs and projects. Ensures that department and company standards are implemented and consistently adhered to, ensuring current and future reliability and functionality.
  • Identifies, investigates, and tracks strategic IS projects and programs ensuring the solutions are delivered timely and of acceptable quality.
  • Participates in feasibility studies, request for information/proposals (RFI/RFP), return on investment (ROI) calculations, capital or operating budgets or other IS planning sessions.
  • Ensures that effective and efficient project management processes are maintained for all IS departments, including: managing tasks, deliverables and milestones; identify and track project issues, risks, decisions and action items; perform weekly status updates and update team dashboards; manage changes to plans through change controls; plan & schedule meetings as necessary.
  • Partner with Legal Services to develop and implement an efficient, effective and sustainable process for managing IS contracts from initiation to execution. - - -
  • Responsible for effective fiscal management to ensure proper utilization of financial resources in accordance with the strategic plan, mission, goals and values of CMH. Provides input into department capital and operating budgets with appropriate input from customers and team members. Monitors department budget and reports variances as required.Education and Experience:
    • Bachelor's degree in Business Administration, Computer Science, Information Systems, or a related field.
    • Five years of experience in Information Technology, Project Management or related field.
    • One year of supervisory experience as a manager or in a lead role.OR,
      • Associates degree in Computer Science, Information Technology, or related field of study.
      • Eight years of experience in Information Technology, Project Management or related field.
      • One year of supervisory experience as a manager or in a lead role.OR,
        • Ten years of experience Information Technology, Project Management or related field.
        • One year of supervisory experience as a manager or in a lead role.Preferred
          • Project Management Professional Certification
          • Contract Management experience with Information Technology
          • Experience with Enterprise Resource Planning software -Knowledge, Skills and Abilities:
            • Ability to engage patients and team members utilizing the CMH Experience Standards: I am creating a warming, caring, and non-judgmental environmentI am actively listening and seeking informationI am honest, truthful, and consistentI am respectful, treating all individuals with dignity and empathyI am serving as a role model, taking both initiative and ownership when appropriateI am working collaboratively and demonstrating teamwork
            • Serve as the champion of the patient and team member experience by providing an A+ experience to every patient and team member, every day.If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!

Keywords: Central Maine Healthcare, Lowell , Director IS Customer Support and Business App, Executive , Lowell, Massachusetts

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