Senior Manager Systems Administration, Health Systems - Epic MyChart, Web & Mobile

Job Summary:

This position will lead and manage a team of 10 - 15 individuals supporting MyChart and potentially other Epic applications across multiple KP regions. They will join a team of four other managers leading a larger team supporting Epic Web & Mobile, Population Health, and Care Everywhere applications.

In addition to the responsibilities listed below, this position is responsible for managing a team in the configuration of complex system builds, testing, validation, and ongoing production support of assigned applications. This position will possess clinical or IT systems knowledge and experience to develop and support safe and high quality care using the electronic health record. This position will provide oversight on the in depth and precise investigation and documentation of future- state operational specifications and application functionality by managing the analysis of application capabilities, workflows, data collection, report details, and other clinical and/or technical issues associated with Epic software. Some of the unique challenges this position will face include overseeing the analysis of clinical and business operations and investigating user preferences; overseeing the prioritization & implementation of requested system changes & updates; serving as a liaison between end users, third parties, and Epic implementation staff. This position also oversees the development and documentation of internal procedures, the preparation of specifications for system enhancements, and the analysis and testing of new release functionality.

Essential Responsibilities:

• Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influencing units to operate in alignment with business objectives.
• Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
• Provides insight and leadership on the delivery of appropriate, sustainable, and prompt solutions to incidents.
• Manages the implementation of planned hardware and software changes into production environments.
• Manages the maintenance, modification, and documentation of complex and advanced applications.
• Manages change management processes.
• Manages system configuration.
• Oversees the management and monitoring of stability, availability, and performance of enterprise systems and systems in one or more additional IT domains (e.g., systems, applications, network, databases, storage, security).
• Manages maintenance and refresh activities performed by team members.
• Manages application-oriented administration and technical support for production and non- production environments.
• Manages timelines and cross-functional resources to drive the delivery of appropriate, sustainable, and prompt solutions.
• Manages a network of partnerships with technical and project teams to resolve system problems and application-specific issues.
• Manages communication with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
• Manages the improvement of system usefulness to the local user by increasing the number of functions that can be automated, as well as seeking process and improvements that reduce human interaction with the system.
• Manages the testing of designated systems and tools.
• Manages the development of guidelines to prevent and/or resolve recurring problems.
• Manages all levels of support for all enterprise systems by overseeing the diagnosis, troubleshooting, and resolution of complex incidents to minimize system issues.
• Manages the installation, upgrade, or decommissioning of designated systems, products, and infrastructure.
• Manages the analysis of the impact of process or technical tool changes on existing processes, tools, and interfaces.