Electronic Health Record Sustainment Reliability...

GDIT has been supporting the IHS mission for 20+ years; working with the agency to provide integral services to raise health access and availability to 2.6 million American Indians and Alaska Natives. You’ll be part of modernizing the EHR platform to enable better data access, patient experience, and quality of care for 567 tribes, 37 states and over 600 medical facilities.

Our work depends on an Incident & Reliability Lead joining our team to support the Indian Health Service (IHS) Electronic Health Records Modernization (EHRM) program. As the Incident & Reliability Lead supporting the IHS EHRM program, you will be accountable for ensuring the effective and efficient management of incidents, service requests, and major incident response while ensuring SLA adherence and system availability. You will drive cross-team coordination, oversee service management tools and process, and lead continuous improvement and client engagement efforts.

This position is fully remote, US Based only.** **This role requires you to obtain and maintain an in-depth Public Trust Level 5. This investigation will review personal and criminal behavior, financial conduct, foreign influence, as well as other adjudications.

HOW A SUSTAINMENT RELABILITY ENGINEER WILL MAKE AN IMPACT:

Proactively respond to and resolve incidents and service requests, minimizing service disruptions and improving end-user experience.

Collaborate with GDIT Delivery teams and Sustainment pillars to align overlapping tasks and provide technical expertise that drives process efficiencies.

Develop, track, and analyze key performance indicators (KPIs) across EHRM products and vendors to support system continuity and performance monitoring.

Utilize and refine service management tools and methodologies to improve tracking and management of incidents, requests, and operational activities.

Apply reliability engineering practices to enhance system availability, identify risks, and prevent failures that could impact program operations.

Monitor and validate system performance metrics, application crashes, code defects, application hangs and other issues with subcontractors to identify and resolve reliability concerns.

Evaluate workflows and technical processes to identify opportunities for optimization, implementing solutions that enhance efficiency and response capabilities.

Partner and communicate effectively with internal teams, client stakeholders, and subcontractor partners to support coordinated operational activities.

Execute tasks and deliverables in alignment with contractual requirements and program schedules.

Serve as a subject matter expert in problem management, providing expert technical consultation to internal and external partners.

Perform analytical and administrative tasks in support of program and contract operations as needed.

Contribute technical input to Weekly Status Meeting Minutes, Monthly Progress Reports, and Monthly Financial Reports.

Provide informal technical guidance and knowledge sharing to peers and junior team members when appropriate.

Complex Systems,IT Service Management Tools,Technical Knowledge, 10 + years of related experience, Bachelor’s degree or equivalent combination of education and experience.

10+ years of experience - MUST have working in and/or managing the day-to-day operations of tasks in assigned program/project area including technical work, staff supervision, and incident management processes and procedures

Experience managing and/or participating in major incident response

Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Visio.

Experience with Oracle Health and EHR

Must be able to obtain and maintain a Public Trust Level 5 clearance. This includes background verifications and fingerprinting.

Ability to travel up to 25% of the year, if needed.

DESIRED QUALIFICATIONS AND EXPERIENCE:

Ability to manage work in a variety of systems, including ITSM ticketing software

Preferred experience with Service Now, Oracle Remedy, or JIRA

Splunk, Zabbix, Tableau, AppSight System/Code, Citrix Edge Sight

Experience proposing and executing operational improvements to existing projects/programs

Task management experience and/or skills.

Excellent organizational and time management skills; ability to manage frequently changing priorities of competing importance.

Ability to communicate and interact effectively with internal/external teams including key partners and leaders

Ability to work independently with minimal supervision and within tight deadlines, following detailed written policies, processes, procedures, and work instructions.

Ability to produce high-quality documentation that contributes to the overall success of our program.

The likely salary range for this position is $140,250 - $189,750. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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