IT Applications Manager at Northwest Community Healthcare in Arlington Heights, IL
Reporting to the Director of I.T, manages the Applications Support staff and is responsible for the development, implementation, maintenance, and monitoring of Information Management and Technology (IMT) Application Service Level Agreements. Ensures the efficiency, stability, security and accessibility of all supported IT applications to all Northwest Community Healthcare (NCH) supported users. Develops the procedures for and manages the escalation of service requests and problems related to applications support. Guarantees NCH users accessibility to all required application resources 7x24x365 according to agreed upon standards. 1. Develops and manages day to day operations of the Applications Support staff; schedules appropriate staff levels; assists staff with projects and trouble tickets as required; maintains time and attendance records. Supervises and mentors staff; interviews, hires, develops, evaluates and (when necessary) discharges reporting staff. Coordinates the training and orientation of new employees and re-training of existing employees including training on NCH computer systems, customer service skills, daily operational procedures, downtime procedures and emergency procedures. 2. Manages resolution of user's information systems issues. Manages the provision of software support including new software deployment, software implementation, system swap out, software updating, software configuration and reconfiguration, basic interface troubleshooting, and impact analysis; assists in the tracking of software assets. Manages team members, super-users, outside support vendors and other resources within the IMT department to maintain assigned systems and resolve problems. 3. Develops and maintains Service Level Agreements between the IMT Applications Support Group and all supported NCH departmental user groups and system user groups. Generates and monitors problem resolution statistics including average time to resolution, number of open issues, longest time to resolution, and staff productivity. Monitors all standards against service level agreements, and presents reports to NCH staff and clients as appropriate. Uses statistics to forecast appropriate staffing levels, and suggest modifications to the staffing levels as necessary. 4. Coordinates the development and maintenance of IT Application Support Tools and procedures including Help Desk problem resolution/ tracking software, remote application support procedures, and staff education as required. Develops and maintains IMT notification procedures for application, network and telephone downtimes; works with IMT staff on written procedures for Help Desk and call center to follow during varying system downtime scenarios; ensures these procedures for accurate and updated as necessary. Maintains current reference materials for IT Support Areas. 5. Develops policies and procedures for IT Support Services and obtains Director's approval. Develops and administers procedures necessary to implement approved policy; communicates approved policy and procedures to staff and ensures compliance. 6. Participates in the development of short and long term goals, policies and procedures for application support and the corporation's strategic plans. Establishes tactical plans to accomplish these goals. Based upon these goals and in conjunction with the Director, assists in the development and administration of the departmental budget. 7. Manages and assists in IMT projects as assigned; collaborates with IMT team members, NCH staff, and outside vendors for software specifications, software selection, hardware configuration specifications, interface requirements, and other issues as required. Communicates project status to entire project team, IMT department, and others as appropriate 8. Adheres to all Northwest Community Hospital standards, policies and procedures. Qualifications 1. Level of knowledge equivalent to attainment of Bachelors Degree in Computer Science, or a Healthcare related Field with knowledge of basic network concepts. 2. Minimum five years progressively responsible analyst level experience supporting computer systems, including user software support, department specific applications support, Windows based software concepts and patient care system support experience required. 3. Experience in software deployment, relevant supported applications and working in a medical setting preferred. 4. Minimum two years management or lead experience strongly preferred. 5. Experience with network operating systems:
Novell, WinNT Server or Unix preferred. 6. The organizational skills necessary to effectively manage people and projects. 7. Interpersonal skills necessary to interact effectively with users, vendors, external agencies, and hospital staff with the aptitude for providing positive customer service. 8. The verbal and written communication skills necessary to effectively communicate system issues with users, vendors, and hospital staff. 9. Ability to present information effectively in one-on-one and small group situations to customers, clients, other associates and management of Northwest Community Healthcare. 10. Ability to handle difficult clients and situations in a professional and courteous manner. 11. Ability to understand the features, specifications, key components, and proper configuration of the supported applications required. 12. Strong problem solving skills with the ability to deal with problems involving abstract variables in non-standard situations. 13. The ability to work long hours during crisis situations and provide emergency phone and/or on-site support during non-standard hours as needed. About Us Serving Chicago's northwest suburbs since 1959, we are an independent, not-for-profit healthcare system dedicated to providing outstanding care in the communities we call home. Our comprehensive, patient-centered system of care has dozens of locations throughout the area. Our award-winning care has been recognized on a national level. Some of our top awards include:
America's 250 Best Hospitals(TM) Award recipient for three years in a row from Healthgrades Magnet designation for nursing excellence, received consecutively since 2006 The Joint Commission's Gold Seal of Approval and Comprehensive Stroke Center designation Our team includes:
4,000 employees 1,200 physicians on staff 200 primary are and specialty physicians Annually, we treat an average of 20,000 inpatients and provide:
350,000 outpatient visits 76,000 emergency department visits 38,000 home care visits 2,700 newborn deliveries A growing healthcare system Over the years, we have continued to grow to meet the area's changing needs. Today, we're a world-class healthcare provider that combines compassionate care with a healing environment, cutting-edge clinical expertise and state-of-the-art facilities, including:
A 509-bed hospital, including the South Pavilion with 200 private rooms The William J. and Marian H. Busse Center for Specialty Medicine, an eight-floor facility housing physician offices, medical specialty services and advanced diagnostic technology A Level III NICU, Level II Trauma Center and a dedicated pediatric emergency department Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg Nine outpatient imaging locations that provide advancted pediatric emergency department Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg Nine outpatient imaging locations that provide advanced imaging technology, including MRI, CT, ultrasound, X-ray and 3D mammography 13 clinical laboratory sites in seven suburbs and at the hospital 33-bed acute inpatient rehabilitation unit and seven outpatient rehabilitation centers
Salary Range:
$200K -- $250K
Minimum Qualification
Systems Architecture & Engineering, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Novell, WinNT Server or Unix preferred. 6. The organizational skills necessary to effectively manage people and projects. 7. Interpersonal skills necessary to interact effectively with users, vendors, external agencies, and hospital staff with the aptitude for providing positive customer service. 8. The verbal and written communication skills necessary to effectively communicate system issues with users, vendors, and hospital staff. 9. Ability to present information effectively in one-on-one and small group situations to customers, clients, other associates and management of Northwest Community Healthcare. 10. Ability to handle difficult clients and situations in a professional and courteous manner. 11. Ability to understand the features, specifications, key components, and proper configuration of the supported applications required. 12. Strong problem solving skills with the ability to deal with problems involving abstract variables in non-standard situations. 13. The ability to work long hours during crisis situations and provide emergency phone and/or on-site support during non-standard hours as needed. About Us Serving Chicago's northwest suburbs since 1959, we are an independent, not-for-profit healthcare system dedicated to providing outstanding care in the communities we call home. Our comprehensive, patient-centered system of care has dozens of locations throughout the area. Our award-winning care has been recognized on a national level. Some of our top awards include:
America's 250 Best Hospitals(TM) Award recipient for three years in a row from Healthgrades Magnet designation for nursing excellence, received consecutively since 2006 The Joint Commission's Gold Seal of Approval and Comprehensive Stroke Center designation Our team includes:
4,000 employees 1,200 physicians on staff 200 primary are and specialty physicians Annually, we treat an average of 20,000 inpatients and provide:
350,000 outpatient visits 76,000 emergency department visits 38,000 home care visits 2,700 newborn deliveries A growing healthcare system Over the years, we have continued to grow to meet the area's changing needs. Today, we're a world-class healthcare provider that combines compassionate care with a healing environment, cutting-edge clinical expertise and state-of-the-art facilities, including:
A 509-bed hospital, including the South Pavilion with 200 private rooms The William J. and Marian H. Busse Center for Specialty Medicine, an eight-floor facility housing physician offices, medical specialty services and advanced diagnostic technology A Level III NICU, Level II Trauma Center and a dedicated pediatric emergency department Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg Nine outpatient imaging locations that provide advancted pediatric emergency department Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg Nine outpatient imaging locations that provide advanced imaging technology, including MRI, CT, ultrasound, X-ray and 3D mammography 13 clinical laboratory sites in seven suburbs and at the hospital 33-bed acute inpatient rehabilitation unit and seven outpatient rehabilitation centers
Salary Range:
$200K -- $250K
Minimum Qualification
Systems Architecture & Engineering, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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