Primary City/State:

Phoenix, Arizona

Department Name:

IT Service Delivery

Work Shift:

Day

Job Category:

Information Technology

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

POSITION SUMMARY
This position is a seasoned expert that demonstrates a high degree of technical knowledge for infrastructure and communications processes and supports system defined objectives relative to the company’s business and healthcare requirements. Assumes the role of project leader for large scale projects to lead, plan, design, implement and support  Information Technology infrastructure, networks, hardware and applications.

CORE FUNCTIONS
1. Business Outcomes: Relentless focus on delivering outcomes and value to our business. Identifies, investigates, tracks, and resolves multi-level project, system or application errors ensuring the resolution is timely with a high degree of accuracy and quality.   Determines which option is appropriate based on the unique situation. Ensures timely updates and communication to the customer. Designs end user training and curriculum for applications and systems. Facilitates the initial rollout and ongoing support of the user community. Assesses and develops strategies for achieving the needs of internal and/or external customers. Defines expectations. Strives to meet customer’s identified outcome. Exhibits a basic understanding of one or more business functions and their processes. Also understands the impact of technical solutions on functional aspects of the business. Compiles professional, well thought out designs to very complex technical processes for presentation to Senior Level Management; Leads or participates in feasibility studies, RFI development and capital budget planning. Position provides technical information regarding current and future industry concepts, hardware, and software. Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.

2. Technology Standards: Leads, plans, prioritizes and coordinates scheduled projects that require interaction between various customer and Information Technology departments and hardware/software vendors. Develops well defined project plans, work schedules and critical path timelines. Monitor all installed systems and infrastructure in line with company guidelines or SOP (Standard Operating Procedure). Compiles professional, well thought out designs to very complex technical processes for presentation to Senior Level Management. Conduct high-level root cause analysis for service interruption and establish preventive measures; may require collaboration with software vendor.

Clearly document the design, maintenance and support procedures, creating comprehensive technical documents to include process maps, Business Requirement Documents, system diagrams, application maps, test plans, work instructions, etc. Stores documents in central location for broader IT access. Develops and consistently updates fully integrated testing scenarios. Provides information to be incorporated as part of the comprehensive functional and integration testing plans. Responsible for providing technical expertise and resolution to complex and multifaceted problems for customers residing in a variety of departments.  Coordinates change management documentation and ensures that approvals are managed according to departmental procedures and ITIL standards.

3. Innovation and Futures: Offers constructive advice on processes, functions, and re-design opportunities resulting from the implementation of technology. Can present broad, complex information and concepts in an influential or persuasive way that results in action. Participates in change programs by planning implementation activities with other change champions. Interprets the meaning of new strategic directions for the work group and sets objectives and standards. Implements monitoring and feedback systems. Evaluates progress and finds ways of making continuous improvements. Solicits and offers ideas for improving primary business processes. Improves effectiveness and efficiency through the involvement of peers and business partners by initiating new approaches.  

4. Advisor and Partner: Provides leadership for company staff, information technology staff and various committees guiding the design, implementation and maintenance of complex application and system specifications and processes. Participates and may lead taskforces to plan, implement, and coordinate facility activities to maximize information technology service quality, effectiveness and efficiency. Maintains current professional and technical knowledge related to the healthcare industry by attending educational workshops/conferences, establishing personal networks, and/or maintaining relevant certification or licensure as business needs require. Maintains and applies up-to-date knowledge of discrete and integrated information systems elements (hardware, software, and network).  

5.  Communication: Identifies and improves communication to bring team conflict into the open and facilitate resolution. Values differences and creates a diverse team. Identifies the "right people", despite functional specialty, for inclusion in the team by matching individual competencies to the team's goals. Presents information or ideas to the interests, level and needs of the audience. Actively engages participants and encourages input. Promotes and facilitates free and open communication. Adapts choice of language and presentation of ideas to fit various needs and perspectives of audiences. Speaks effectively in group situations, e.g., meetings, presentations. Expresses ideas in a clear, concise and thorough manner. Simplifies technical or complex information without insulting the listener/reader. Takes measures to ensure understanding has occurred.

6. Measurements: Ensures Key Performance Indicators are supported and tracked in all levels of work effort. Clearly defines success and implements the measurements to understand when success is achieved.

7. Strategic/Leadership: Provides expertise and guidance to the user community and mentors junior members of the department. Shares knowledge, skill, or expertise with others. Coaches others. Encourages and reinforces personal and professional development.
Develops, directs, coaches, mentors, and reinforces team members in line with the mission, vision, values, goals, and performance standards of formal and informal teams. Encourages and facilitates cooperation and results-orientation. Fosters an environment of collaboration. Inspires, motivates, and guides team members. Fosters commitment, team spirit, pride, and trust. Allocates team roles and accountabilities. Identifies and acts upon opportunities for continuous improvement. Encourages prudent risk-taking, exploration of alternative approaches, and organizational learning. Demonstrates personal commitment to change through actions and words. Mobilizes others to support change through times of stress and uncertainty. Works competently as a team project leader of the department or project teams. Promotes teamwork by involving others, delegating assignments and encourages them to contribute their strengths to the team. Takes risks and challenges the status quo with the intent to strengthen team and organizational performance. Takes initiative and interest in working with all team members to assist them in increasing their knowledge and effectiveness in alignment with the goals and objectives of the organization. Shares knowledge, skill, or expertise with others. Coaches others. Encourages and reinforces personal and professional development. 

8. Customer Service: Consistently displays awareness and sensitivity to the needs of internal and/or external customers. Proactively ensures these needs are met or exceeded; place the needs of the customer and team at the center of decision making. Quickly assesses the scope of an issue, providing options that lead to its closure. Determines which option is appropriate option based on the unique situation. Keeps customer informed of progress toward resolution.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, applicable professional standards, ITSM and ITIL Standards.

9. This position has responsibility for selected infrastructure applications or systems. Work is performed in a fast paced multi-tasked environment where there may be conflicting priorities or tight deadlines. The incumbent has minor level decision-making authority for projects, coding, and applications and works at peer level. The incumbent participates in meetings, presentations, visioning sessions, planning sessions, implementation activities, and supports functions system wide.

MINIMUM QUALIFICATIONS

Must possess a strong knowledge of technology as normally obtained through the completion of a bachelor's degree in computer science or related field.

Certain assignments require certification or credentialing in designated area.

Must also have four to seven years’ experience in a healthcare environment or an equivalent combination of relevant education, technical, business and healthcare experience.

Must demonstrate general knowledge of information technology and healthcare. Needs experience in medium scale project planning and reporting either individual or team. Requires communication and presentation skills to engage technical and non-technical audiences. Requires ability to communicate and interact across facilities and at various levels. Incumbent will have skills to mentor less experienced team members.

As is typical in this industry, variable shifts and hours and carrying/responding to a pager may be required.

PREFERRED QUALIFICATIONS

Additional related education and/or experience preferred.

EEO Statement:

EEO/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

Privacy Policy:

Privacy Policy