- Consistently supports and communicates the Mission, Vision, and Values of Nexus Health Systems
- Upholds the Standards of conduct and corporate compliance
- Demonstrates honest behavior in all matters. To the best of the employee’s knowledge and understanding,complies withall Federal and State laws and regulations.
- Maintains the privacy and security of all confidential and protected health information.Usesanddisclosesonly that information which is necessary to perform the function of the job.
- Adheres to all Nexus Health Systems policies on Health Insurance Portability and Accountability Act (HIPAA), designed to prevent or detect unauthorized disclosure of Protected Health Information (PHI)
- Collaborates effectively with colleagues and other departments to ensure seamless service delivery.
- Own the end-to-end delivery of IT services, ensuring alignment with organizational priorities, clinical workflows, and defined SLAs.
- Oversee and manage the IT helpdesk function, including ticket intake, prioritization, routing, escalation, andresolutionquality using the enterprise ITSM platform.
- Directly supervise LAN Administrators across all facilities, including hiring, onboarding, scheduling, performance management, and competency development.
- Serve as a hands-on escalation point, resolving complex technical issues and limiting unnecessary Tier 3 escalation.
- Monitor service performance metrics (SLAs, queue health, aging tickets) and implement corrective actions tomaintainservice reliability.
- Ensure high availability and rapid response for systemsimpactingdirect patient care (EHR, network, access systems).
- Manage endpoint lifecycle processes including procurement, deployment,refresh, and decommissioning.
- Promote a customer-first culture that reflects the urgency of healthcare delivery and patient care sensitivity.
- Lead IT service delivery in alignment with ITIL framework principles, including incident, problem, change, and service level management. [atlassian.com]
- Develop andmaintainstandard operating procedures (SOPs), service catalogs, and knowledge base documentation to improve first-contact resolution.
- Establish and enforce SLA accountability frameworks and performance standards.
- Identifyand implement continuous service improvement initiatives (CSI) based on trend analysis and root cause identification.
- Leverage automation tools (e.g., Power Automate, ITSM workflows) to streamline service delivery and reduce inefficiencies.
- Maintain an enterprise view of IT capabilities, dependencies, and risksimpactingservice delivery.
- Stakeholder Engagement & Executive Representation
- Serve as the primary IT service delivery representative to executive leadership, facility administrators, and operational stakeholders.
- Translate strategic priorities into structured delivery plans, executive communications, and reporting dashboards.
- Provide proactive risk communication, expectation management, and status updates.
- IT Project & Program Delivery
- Lead enterprise IT projects including infrastructure upgrades, wireless deployments, and security systems.
- Apply formal project management methodologies (e.g., PMP-based frameworks) to manage scope, timeline, risk, and budget.
- Coordinate with facilities, plant operations, vendors, and regulatory authorities for infrastructure-related projects.
- Maintain a project portfolio dashboard with risks, milestones, and resourceutilization.
- Patient Experience and Advocacy
- Ensure IT services are designed and delivered to minimize disruption to clinical care and patient experience, particularly for high-risk neurodevelopmental populations.
- Prioritize clinical-area support requests based on patient safety impact and care continuity.
- Collaborate with Clinical Informatics, Nursing, and Therapy teams to ensure technology supports behavioral, communication, and safety needs.
- Advocate for accessible, reliable, and user-centered technology solutions that enhance clinician efficiency and reduce cognitive load.
- Ensure rapid response to incidents affecting clinical systems, patient monitoring, or communication tools.
- Quality Assurance and Compliance
- Ensures all activities adhere to healthcare regulations and organizational policies.
- Participates in quality improvement initiatives to enhance service delivery.
- Promotes a culture of patient safety which results in the identification and reduction of unsafe practices.
- Ensure all IT servicescomply withHIPAA Privacy and Security Rules, including safeguards for confidentiality, integrity, and availability of ePHI.
- Enforce role-based access controls, authentication, and minimum necessary access principles.
- Support compliance with The Joint Commission, CARF, DNV, CMS Conditions of Participation, and state regulatory requirements (as applicable).
- Maintain audit-ready documentation, including access logs, incident reports, and system changes.
- Participate in and support risk assessments, security incident response, disaster recovery, and business continuity planning.
- Ensure vendor systems and integrations meet healthcare security and compliance standards.
- Support IT governance activities including asset inventory, software licensing compliance, and access management audits.
- Professional Growth and Continuing Education:
- Completes annual education requirements.
- Maintains competency, asevidencedby completion of competency validation requirements.
- Maintains competency and knowledge of current standards of practice, trends, and developments.
- Participates in relevant workshops, seminars, and continuing education courses to stay current with industry trends, healthcare regulations, and best practices.
- Maintain current knowledge of ITIL, healthcare IT standards, cybersecurity, and emerging technologies.
- Ensure team membersmaintainrequired competencies and certifications aligned with their role.
- Facilitate ongoing training, cross-training, and knowledge sharing across the IT support team.
- Promote a culture of continuous learning, accountability, and professional development.
- Support leadership development and succession planning within the IT service delivery team.
- Promotes stewardship of hospital resources while ensuring quality patient care.
- Support budget planning and cost management for IT service delivery operations.
- Exercise budget authority for operational decisions, escalating capital expenditures appropriately.
- Optimizevendor contracts and service agreements to ensure cost-effective, high-quality service delivery.
- Track and report on cost efficiency, resourceutilization, and service delivery performance metrics.
- Contribute to financial transparency by aligning IT services with organizational value and patient care outcomes.
- Performs other duties as assigned. (Standard for all JDs)
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EDUCATION: - Bachelor’s in Information Technology, Computer Science, or relatedfieldrequired.
- Equivalentcombination of education and experience may be considered.
EXPERIENCE: - Minimum 5 years of progressive IT service delivery or support experience, including at least 2 years in a supervisory role.
- Minimum 3 years managing enterprise IT projects using formal project management methodologies.
- Experience in healthcare or hospital IT environmentstronglypreferred.
- Demonstrated experience managing multi-facility infrastructure implementations and clinical system support.
- Experience coordinating with Facilities, Plant Operations, and third-party vendors.
- Experience supporting EHR/EMR systems (e.g., Meditech) and clinical workflows.
- Experience with ITSM platforms and automation tools.
SKILLS: - Strong leadership and team management capabilities with a focus on accountability and service excellence.
- Advanced knowledge of:
- Windows environments, Active Directory, Entra ID
- Microsoft 365 and Intune endpoint management
- LAN/WAN networking, wireless infrastructure, VLANs
- Proficiencyin IT service management (ITIL), SLA tracking, and service reporting.
- Expertisein project management tools (e.g., MS Project, Smartsheet) and executive-level reporting.
- Strong understanding of HIPAA requirements and healthcare IT compliance frameworks.
- Demonstrated ability to communicate effectively with C-suite and non-technical stakeholders.
- Skilled in root cause analysis, process improvement, and Lean methodologies.
LICENSURE/CERTIFICATION: - Project Management Professional (PMP) or CompTIA Project+required(or obtained within18 monthsof hire).
- ITIL Foundation certification (or higher)stronglypreferred; ITIL is the global best-practice framework for IT service management. [itil.com]
- Relevant certifications such as:
- CompTIA A+, Network+
- Microsoft 365 Endpoint Administrator
- Additionalcertifications in cybersecurity or healthcare ITare preferred.
- Mustmaintaincurrent certification in good standing during employment with this facility.
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