IT Lead Enduser Support

Responsible for the lead functional support of hospital applications, processes and projects, along with understanding the technical functionality of the systems and processes for the End-User Support team at Regional One Health. Has direct responsibility for analyzing process re-engineering to more effectively utilize current systems’ resources in support of the initiatives of the End-User Support team, ensures that the system is properly maintained and all business operation needs are met. Supports the functional and technical operation of all related systems, and leads the implementation of new systems, interfaces and updates systems. Serves as a technical point-of-contact for assigned functional area and assists other subject matter experts with ensuring data integrity, testing of system changes, report writing, and analyzing data flows for process improvement opportunities.

Key Job Responsibilities

Essential Function

Acts independently as a functional and/or technical subject matter expert for core and advanced system functionality. Researches and identifies root causes and resolutions for system issues while providing leadership with recommendations to improve the functionality of the system and any additional related components.

Escalates system issues with vendor and IT management as necessary.

Directs, supervises, and supports the IT End-User Support staff to ensure that products and services are delivered in accordance with goals and objectives.

Advises or performs corrections to Knowledge Base Articles, as the business requires. Ensures that all proper approvals and documentation is on file for all corrections made in accordance with the department policy.

Creates, runs routine queries and reports from the ticket system.

Leads projects and works co-dependently as related to new systems or upgrades to existing systems. Acts as the primary resource responsible for all issue resolution within the system. Works with the appropriate teams to resolve systems issues and ensure prompt resolution.

Designs, documents, and coordinates and/or manages processes and procedures related to system requirements. Maintains a directory of Standard Operating Procedures (SOP’s), updating existing SOP’s and creating new SOP’s as functionality and department direction dictate, utilizing department staff as necessary. Ensures the SOP’s accurately reflect business processes of the department; provides documentation to Internal Auditors as required. At all times, the incumbent supports activities to protect and preserve employee data integrity within the organization. Assists with the planning, organizing, developing and implementing corporate- wide information systems.

Directs the organization and performance of Information Technology’s System Applications and Programming functions and activities. Provides staff direction with an understanding and following of established company policies and procedures. Keeps informed on trends and developments in computer technology and hospital computer systems to guide the hospital in the acquisition and use of appropriate information systems to meet current and future needs. Leads business activities to ensure a high standard of professional excellence is maintained among staff members.

Essential Function

Maintains knowledge of best practices, current trends and developments in the field. Responds to problems/opportunities to improve work environment and participates in unit based performance improvement activities. Supports the organization’s Performance Improvement initiatives. Participates in activities to maintain or improve quality and services. Developments and implements plans.

Establishes and communicates goal and objectives, defines methodologies, tasks and activities and clearly describes roles and responsibilities for performing to personnel. Communicates broadly to help overall coordination for cross-functional teams.

Trains and mentor’s employees to enhance their performance, development and work products.

Physical Demands

A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Education Level

Education Details

Required/ Preferred

Bachelor’s Degree

License, Certificate, or equivalent combination of relevant education and/or experience in Information Systems, Healthcare or related field within assigned area(s)

Required

Work Experience

Experience

Experience Details

Required/ Preferred

Minimum 2 years experience

Work within Healthcare systems, Information Technology, or components system and a deep understanding of IT and the required integration of systems

Required

and

Prior experience with multiple system applications including web-based software