| Summary:
This position is responsible for the implementation, enhancement, and support of software applications following industry standards and best practice. Employee has primary responsibility for coordinating teams that design, build, test, validate, and support clinical, diagnostic and business applications. Employee must obtain and maintain in-depth knowledge of the software functionality, work with customers across the organization, and facilitate a systems-based approach to design that supports the organization’s mission and strategic initiatives while promoting clinician efficiency, patient safety and positive patient and organizational outcomes.
Responsibilities:
Knowledge, Experience & Education 1.Ability to effectively support multiple complex applications and facilitate cohesive integration of software applications among IS Teams and with business and clinical operations. 2.Recommends solutions that support best practice and adherence to organizational and regulatory standards. 3.Independently motivated to seek knowledge through self-education, mentoring, etc. in areas pertaining to their current position. 4.Recognized as a source of expert knowledge and proactively functions in that capacity. 5.Maintains expert knowledge of functional and technical operations of supported applications to effectively function as a consultant for IS, vendors and business partners. 6.Understands application and relationship to business/clinical workflow. 7.Advanced knowledge and experience with coordinating testing strategies to ensure accuracy, functionality and reliability of the system across modules. 8.Proven ability to conduct analysis, document findings, draft plans, execute, monitor and follow up. 9.Supports team in seeking knowledge, self-education and mentoring Work Complexity 1.Takes initiative to meet and get consensus with end users and/or Informatics and/or Business Support Specialists for ongoing review of workflows associated with upcoming enhancements or system changes. 2.Leads cross-functional teams in evaluation, testing, and implementation of system optimization, defect patches, system upgrades and releases according to the Information Services support model and change control procedures. 3.Proactively facilitates ongoing review of upcoming enhancements or system changes and coordinates with stakeholders to develop plans to operationalize change. 4.Proactively monitors and plans for application system changes to support regulatory requirements. 5.Uses advanced skills in analysis, documentation, and executable planning to manage resolution of complex system issues. 6.Identifies the “root cause” of the problem quickly and facilitates problem resolution. 7.Maintains a deep knowledge of multiple methods of problem resolution. 8.Understands and educates others on the interdependency and flow within and between applications from both an operations and systems perspective on a complex level. 9.Coordinates review and update of documentation that reflects current and future state workflows. 10.Consults with operations to recommends system enhancement and adoption of new systems in alignment with organizational requirements and strategic goals. 11.Adept at multi-tasking and coordinating team completion of work. Independence and Leadership 1.Works independently, facilitates training and mentorship of team. 2.Demonstrates ability to manage small to medium scope projects following standards and procedures set by Project Management methodologies. 3.Ensures projects led by team are managed effectively. 4.Identifies and implements process and improvement opportunities; effectively communicates ideas, solutions and action plans to enhance team and departmental functions to senior management. 5.Leads and participates in continuous improvement initiatives leveraging Lean methodology to improve internal IS processes as well as customer service focus areas. 6.Actively promotes collaboration while mentoring and coaching others. Provides oversight for system changes and promotes analyst accountability. 7.Provides leadership and best practices in areas of expertise through presentations, publishing, teaching/training others and promoting continuous learning while embracing team improvement. 8.Able to provide leadership for team and represent team interests to others inside/outside department on behalf of manager. 9.Able to effectively lead team in the absence of the manager. 10.Embraces innovation and drives change by example. 11.Develops and provides input into standards, procedures and policies relating to various technologies. 12.Leads and participates on organizational governance and oversight committees as needed. 13.Coordinates work of the application team with input from project, departmental and organizational management and/or leadership to ensure organizational objectives are met. 14.Researches and analyzes systems issues, generates new ideas, and provides constructive feedback to the team and the organization in support of system and process optimization. 15.Serves as a resource for the organization through facilitation of and participation in departmental and organizational committees and initiatives, serving as a driver of process and quality improvement. 16.May work with the other teams and management to document levels of maintenance to include vendor contact, support contracts and/or spare parts and or redundant system information and maintains the information monthly. 17.Fosters coaching, feedback and listening skills as strategic tools for individual and team growth and development. 18.Communicates strengths, shares expertise and draws upon other members skills to improve team performance. Supports team members in doing the same. 19.Assists the manager in ongoing employee evaluation and coaches for growth. Organization and Industry Knowledge 1.Stays informed on current market trends and emerging technology developments that impact the customer, organization and industry.Engages key stakeholders and management to evaluate, design and implement solutions. 2.Understands collective organizational needs. 3.Demonstrates commitment to learning by actively participating in and leading department/organizational meetings, committees, forums, improvement efforts, training opportunities and career development goals. 4.Participates in external professional organizations. Demonstrates best practice knowledge and subject matter expertise to the organization. Accountability 1.Accepts responsibility for own and team performance, actions and decisions. Does not make excuses for errors. Acknowledges and corrects own mistakes, following the Just Culture Model. 2.Demonstrates a commitment to service excellence, modeling IS Standards of Performance, governance and performance management processes and contributes to reinforcement across the team. 3.Completes work, which is thorough, complete and does not require assignment to be redone. Work is completed in a manner that accomplishes the desired results and significantly exceeds standards of acceptability. 4.Holds self personally accountable to meet or exceed team expectations; monitors and reinforces behavior in others. High Reliability 1.Is committed to improving processes and systems that affect the organization. 2.Doesn’t make assumptions. Asks questions about process and potential for improvement. Willing to respectfully challenge long held beliefs.Encourages open and honest discussion with team. 3.Uses data and metrics to proactively recommend system enhancements. 4.Considers all possible alternatives to resolve work problems with awareness of organizational impact. Recognizes sources of available information and obtains and documents detailed facts using advanced techniques. 5.Uses subject matter expertise to determine optimal solutions and uses information to implement plans that resolve complex problems. 6.Supports customers in the development of reports and monitoring of metrics to guide future enhancements and minimize risk. 7.Supports team in using data to drive change and increase system reliability. Quality and Safety 1.Understands the importance of and ensures team compliance with incident and service request responsiveness to minimize business disruptions and safety risks. 2.Develops and implements actions with internal and external resources as needed to improve outcomes and performance. 3.Understands the risks and consequences that errors may have on patient safety and/or organizational finances. Establishes plans and coordinates work to mitigate risk. 4.Effectively demonstrates the mission and values of NHRMC. Ensures team understands and reinforces the importance of team'srole in quality and safety. 5.Interpersonal Relationship Skills 6.Interacts with team members and customers in a courteous, respectful and reciprocal manner. 7.Develops effective working relationships with others. 8.Practices attentive and active listening. 9.Manages stressful situations and engages in crucial conversations with composure and a focus on desired outcomes. Provides honest and caring feedback that is oriented toward problem solving and overcoming barriers. 10.Impacts positively on relationships between others. Demonstrates consensus building skills. 11.Understands and adapts to different personal styles to achieve results. 12.Coaches team members on development of positive interpersonal relationship skills. Interpersonal Relationship Skills 1.Interacts with team members and customers in a courteous, respectful and reciprocal manner. 2.Develops effective working relationships with others. 3.Practices attentive and active listening. 4.Manages stressful situations and engages in crucial conversations with composure and a focus on desired outcomes. Provides honest and caring feedback that is oriented toward problem solving and overcoming barriers. 5.Impacts positively on relationships between others. Demonstrates consensus building skills. 6.Understands and adapts to different personal styles to achieve results. 7.Coaches team members on development of positive interpersonal relationship skills. Communication 1.Demonstrates excellent written, verbal and non-verbal communication for all audiences and scenarios. 2.Matches communication style to the message and the audience. 3.Supports large-scale initiatives or projects and presents controversial or complex information to large, diverse audiences in a meaningful way. 4.Promotes transparency and awareness through effective communication in multiple forms, with appropriate and responsible levels of depth and timeliness with team, department, customers and vendors. 5.Communicates proactively with customers, team, peers and management. Knows how and when to raise awareness to team and leadership, provides effective content and with ideas for resolution. Teamwork 1.Assists with development of team/department goals, objectives and values and helps communicate and generate active interest and support among team to achieve goals. 2.Promotes cooperation and commitment within the team by working collaboratively with others and providing opportunities for shared decision making. 3.Recognizes, values and supports other team member contributions. 4.Develops, respects and reinforces team processes across department. 5.Facilitates shared decision making and helps develop the team’s ability to make effective decisions. Respects and reinforces team decisions once they are made. 6.Acknowledges and celebrates the achievements of teammates. Ensures achievements are visible, communicated and recognized across the team, department and organization. 7.Performs duties collaboratively, engendering cooperation rather than competition among colleagues. Performs other duties as assigned. | 
