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Job Summary:

Serves as primary IS liaison to key business areas to ensure overall expectations are met or exceeded for all IS Application Service needs.  Responsible for understanding and documenting complex business needs as well as recommending appropriate IS solutions. Extensive knowledge of customer workflow, application software and building tools. Provides 24x7 on-call operational support for the team’s portfolio of applications. Manages external IS vendor relations for up to 5-7 critical business and/or clinical applications. Manages 3-5 medium/critical business projects employing IS Project Management Methodology, Tools and Templates. Acts as a role model and mentor for staff; enforces best practices, accepts stretch assignments, creates and maintains on-call schedules for their team, leads service improvement efforts within the team, creates education sessions to share technical knowledge and facilitates team meetings when requested by the team manager. Develops system training material and conducts training sessions.  Maintains in depth knowledge of system data flows.  Reviews release notes for system upgrades and updates to understand IS build implications, end-user impacts and workflow interdependencies.  

Job Responsibilities:

Customer Relationship Management -

Provides outstanding service to all customers, fosters teamwork and practices fiscal responsibility through improvement and innovation. Serve as primary IS liaison to key business areas to ensure overall expectations are met or exceeded for all IS application service needs.  Maintains extensive working knowledge and documentation of business processes, workflows and regulatory requirements.  Facilitates effective customer engagement through regular meetings, rounding, participation in IS initiatives, and communications regarding requirements, enhancements and priorities.  Represents business application needs as part of the annual IS strategic planning process.

Business Analysis/Solutioning -  

Responsible for understanding and documenting complex business needs as well as recommending appropriate IS solutions.  This involves leading the efforts to define use cases, research and analysis of functional needs and technical system analysis. Conducts impact or gap analysis. Actively leads and facilitates meetings. Acts as Coach for Workouts and Six Sigma LEAN events. Collaborates with customers to develop and design complex future state business processes. Works with customers, Virtua IS technical resources, and vendors to identify and document business processes and workflows. Creates documentation of current and future state workflows and process maps in narrative and visual formats, such as Microsoft Visio. Works with vendors to ensure delivery of system that meets the requirements. Demonstrates subject matter expertise in solutions development and implementation. Develops complex test plans and complete unit and integrated testing for supported applications. Prepares required testing validation documentation and obtains review and necessary approvals for go-live. Prepares and maintains Standard Operating Procedure documents for supported applications following department format. Helps to establish SLAs and track vendor compliance with SLA, escalating any deficiencies to manager. When manager is not available, acts as point of escalation for team. Supports manager and director in financial planning and budgeting process.

Application Life Cycle Management -

Extensive knowledge of customer workflow, application software and building tools.  Develops detailed design specifications and builds application components based on customer needs, i.e. screens, pathways, table maintenance, forms, templates and reports.  Analyzes new functionality in releases to determine how it should be used.  Maintains operational workflow documentation and troubleshoots issues identified pre and post live.  Acts as a subject matter expert in underlying application and infrastructure architecture. Acts as an SME for Six Sigma projects and for application RFP processes.

Coordinates, plans and implements medium application upgrades/service pack installs.  Actively participates in application upgrade activities including all levels of testing, data validation, and production system readiness, and updates the pplication Roadmap as needed.  Collaborates with other IS teams in the development, maintenance and testing of disaster recovery plans to ensure business continuity. Adheres to all Virtua IT standards for application life cycle management.

Operational Support -

 Provides 24x7 on-call operational support for the team’s portfolio of applications.  Provides second level operational support to the team on-call member for service interruptions with potential to impact the business.  Ensures application supports the IS hardware, software and security standards.  Adheres to IS Standards with Problem Management, Change Management. Content Management, Data Courier and IS Practices as required to provide 24x7 support.  Cultivates and disseminates knowledge of application change management best practices.  Coordinates software updates and changes. Ensures high availability and performance of business applications meeting defined SLAs. Performs service interruption analysis to identify trends or service improvement needs. Periodically reviews the team’s customer ticket queues to ensure compliance with expected IS metrics for problems, requests and incidents.

Vendor Management -

Manages external IS vendor relations.  Coordinates vendor management tasks to track, measure, report and evaluate vendor’s performance. Acts as IS liaison with external vendor and internal business areas to ensure business needs are met. Ensures collaboration with applicable IS areas to assure vendor partners effectively fulfill contractual obligations.  Conducts roadmap sessions to generate continuous process improvement recommendations that will feed into the overall product optimization process.

Project Management -

Manages 3-5 medium/critical business projects employing IS Project Management Methodology, Tools and Templates. Participates as representative of IS and as an applications subject matter expert on other projects, including enterprise level projects, to advocate for necessary requirements.

Additional Responsibilities -

Serves as a role model and mentor for staff; enforces best practices, accepts stretch assignments, leads service improvement efforts within the team, creates education sessions to share technical knowledge, and facilitates team meetings when requested by the team manager.

Application System Administration -

Provides ongoing system administration support. Defines, builds, and maintains security roles. Creates and maintains master tables, which may include items such as units/locations, codes such as CPT or ICD, physician files, and so forth. Creates and maintains system forms and templates. Develops system training material and conducts training sessions. Creates and runs queries as needed. Maintains in depth knowledge of system data flows. Monitors interface messages and error queues and resolve failed messages.

Position Qualifications Required:

Required Experience:

 Minimum of 5-8 years’ experience in Information Services or related business/clinical area.  Proficient with MS Office applications, including Word, Excel, Visio, Project, and PowerPoint.  Expertise in multiple healthcare applications.  Excellent facilitation and communication skills.  Business or clinical specialty experience is highly recommended.

Required Education:

B.A./B.S. in Information Systems or related field required.  Combination of relevant education and experience will be considered in lieu of a degree.

Training / Certification / Licensures:

Business Analyst Certifications a plus.

Applicable Epic Certification(s) for application(s) supported must be achieved within 6 months of hire date.

Annual Salary: $86,960 - $138,844 The actual salary/rate will vary based on applicant’s experience as well as internal equity and alignment with market data.

Virtua offers a comprehensive package of benefits for full-time and part-time colleagues, including, but not limited to: medical/prescription, dental and vision insurance; health and dependent care flexible spending accounts; 403(b) (401(k) subject to collective bargaining agreement); paid time off, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, colleague and dependent life insurance and supplemental life and AD&D insurance; tuition assistance, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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