Production Support Manager Job in Aurora, California US
Production Support Manager
Includes organizational leadership, business process, resource, and financial management, sponsorship and promotion of collaborative effectiveness. This job family generally encompasses positions regularly responsible for providing leadership and direction to employees. Typically this work requires an expertise in communication skills, and management concepts plus a solid base of technology and/or business knowledge/skills and the ability to apply it to business problems. The HIE Support Manager is a new position in the Health Information Exchange program organization within Kaiser Permanente IT. The HIE group is an organization serving the health exchange needs across the KP program and regions. The scope of the HIE SupportManager includes production support and development/implementation responsibilities. Production support work is focused on maintaining and supporting the day-to-day needs of existing programs, systems, and applications. Work includes responding to end user issues and requests within the system, supporting connectivity and interface issues with ancillary systems, and researching / remediating discovered issues. The Support Manager role is typically project-based and involves all aspects of the project life cycle from inception to implementation. Projects range from small enhancement efforts to large scale implementations of vendor systems. Work includes the ongoing support and maintenance of new applications. This position includes analytical research and requires critical thinking. Essential Functions: - Supports and maintains day-to-day existing systems including ancillary touch points. - Performs intermediate to advanced system analysis and troubleshooting to resolve end-user/clients issues. - Performs intermediate to adanced systems analysis and troubleshooting to implement new and enhanced functionality for HIE operations. - Researches, configures, tests and implements new system enhancements and functionality required to support a business needs. - Works with the testing team through development and implemevntation. - Mentors other supportresources, guiding troubleshooting issues of intermediate to advanced complexity, creating repeatable system design solutions. - Performs financial impact analysis associated with system support. - Performs intermediate to advanced system analysis to analyze software vendor release notes, new projects, and requested changes. - Accountable for consistently demonstrating service behaviors and principles defined by the KP Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives. - Accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior culturally sensitive service to each other, to our members, purchasers, contracted providers,and vendors. Qualifications: Basic Qualifications: - BA/BS degree in related field and/or 4 years of equivalent work experience. - A minimum of 5 years of progressively responsible management experience in following areas: planning, budget/financial management and staffing. - A minimum of 5 years of related IT experience including IT Project Management. - Advanced knowledge of own area of functional responsibility and working knowledge of other IT functions. - 4 years experience in information systems, business, medical operations, or health care administration setting - Proven track record with on-time and on-budget project delivery - Strong management, inter-personnel, collaboration and leadership skills - Proven track record delivering a health information exchange platform and services - Proven track record managing third party vendors - Understands the various deployment options of KP solutions and maps these options to fulfill real-world client workflows and needs - Good understanding and knowledge of health information technology solutions and stacks - 4 years of relevant work experience in systems analysis and design, enterprise systems implementation, Agile development and SDLC project methodologies and data analysis - Demonstrated ability to lead work teams - Demonstrated results in designing and implementing Enterprise System Support solutions. - Proficiency w/ Microsoft Office Suite - Excellent written, verbal interpersonal communication skills - Strong customer service skills required Preferred Qualifications: - Experience in healthcare industry - Experience working for large organizations - Experience in cross-organizational leadership and management - Experience supporting HIE technology solutions