IT Change Manager
|Req #: ||142777 |
|Department: ||UW MEDICINE IT SERVICES |
|Job Location: || Harborview Medical Center |
|Job Location Detail: ||Ninth & Jefferson Building (NJB) |
|Posting Date: ||04/13/2017 |
|Closing Info: || Open Until Filled |
|Salary: ||Salary commensurate with education and experience. |
|Shift: ||1st Shift (Days) |
| UW Medicine's IT Services department is looking for an outstanding IT Change Manager to join the team! Are you a Change Management professional who is technology focused with a passion for ITIL processes? Do you crave logic and order? If you get excited about creating change management programs following ITIL methodology then we should talk! |
What are we looking for?
Patients Are First focus
Customer service mindset
Interpersonal skills and teamwork
Adaptability and flexibility
What are the perks?
Medical insurance at reasonable rates with TEN plans to choose from!
Dental Insurance at no cost to you OR your dependentsAND we have three plans for you to choose from!
10 paid holidays annually!
1 personal holiday every year!
Generous amounts of vacation and sick leave that you can feel good about taking (more than 5 work weeks in your first year) !
TWO Retirement plans to choose from one even matches 100% of your contributions with immediate vesting!
Voluntary Investment program to save more towards your retirement!
Deferred Compensation program to save even MORE towards your retirement!
Flexible Spending Account...Tax Exempt!
Dependent Care Assistance program!
On-site Childcare Centers!
Long Term Disability insurance!
Life and Accidental Death and Dismemberment insurance!
U-PASS transportation program and discounted parkingPRE-TAX!
Tuition Exemption program at the UW (and other colleges around the state)!
Housing resources and home buying options!
Auto, home, renter, and boat group insurance!
Valuable membership and merchandise discounts!
Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!
For all of the specific details on these benefits and more, please visit click here.
What will you be doing?
In short, you'll be the process owner of the mission critical process of IT change management, establishing a larger framework and improving processes to ensure the quality and reliability of the infrastructure and business/clinical/research systems of a world class clinical care and research organization.
And now for some of the "official" language:
This position has responsibility for the IT change management process for the ITS department. It is responsible for assessment, development, implementation and management of the IT change management mega-process and sub-processes. This includes driving effective enterprise-wide IT change management through change processes; developing and implementing best practices, systems and tools; as well as providing consultation, guidance, and collaborative process management of the day-to-day ITS change management process.
This position requires an in-depth understanding of an industry-accepted IT change management process (such as ITIL change management) and phases of organizational readiness, experience with various change management methodologies and tools, the ability to look across the enterprise and integrate key information from various major change initiatives, and a keen ability to rally stakeholders and proactively problem-solve. This position also requires an understanding of the problem management process and effective procedures to support it.
The change management process must ensure changes are aligned with business needs and compliance requirements, are prioritized appropriately, are of the highest quality, are logged appropriately, are monitored for outcome, and have impacts that are expected across an integrated environment.
This role will support system owners, program managers and project leaders to integrate change management activities into their project plans and execute them.
UW Medicine operates in a highly complex business and technical environment consisting of multiple institutions and a highly diverse suite of applications. This position will have familiarity with clinical, business and research applications; infrastructure; and the IT operations that support them. This position must work closely with senior ITS leaders, ITS management and staff, departmental IT leaders and staff, Compliance and other stakeholders to drive an effective enterprise-wide IT change management program.
This position exercises discretion, independent judgment and self-direction in the responsibilities called for. It provides advice and counsel to project business owners, UW Medicine leadership, and other ITS and operational directors to successfully manage and deliver IT services.
The UW Medicine IT environment is highly complex, with subsets of applications and infrastructure managed by departmental IT groups. The position requires collaboration with these groups and with UW IT. The IT environment is made up of a complex web of systems and technologies.
The position may provide access to restricted or confidential information including: employee and patient information, medical center strategic plans and initiatives, financial information or other sensitive materials and information. The IT Services Change Manager should access and use the minimum necessary employee and organization information to perform job responsibilities and duties and only for authorized purposes.
This position impacts UW Medicine's ability to ensure maximal availability of critical IT systems and infrastructure, which in turn will enhance patient safety and support the UW Medicine pillar goal of Providing the Highest Quality Care. The position helps maximize valuable changes for the organization with minimal negative outcomes to improve services to customers and reduce service interruptions.
This position will deal with a large number of systems both managed centrally and in a federated manner affecting a broad set of clinical, business, research, and academic end-users.
Duties and responsibiltiies will be performed in partnership with medical center business partners, ITS, other UW departments across all UW Medicine entities and affiliates. Working relationships must be established and productively maintained with ITS and operational department managers and senior leaders in key customer groups at UW Medicine.
IT Change Management (60%) - The IT Change Manager will serve as process owner and program manager for the IT Services' IT Change Management program. Duties within this responsibility include:
Evaluate the change management program and identify improvement strategies.
Establish appropriate governance for the IT change management process; convene and chair all related boards/teams.
Lead the development of an IT change management strategy and overall framework to meet current and projected future needs.
Implement IT change management framework, partnering with IT leaders and sponsors to establish change control approaches for specific investment-level projects and ongoing programs.
Define change management program success metrics and report outcomes.
Manage the ongoing IT change management process, monitoring outcomes and adjusting processes as necessary to ensure appropriate balance of cost, quality, and control.
Partner with departmental and peer IT leaders to ensure appropriate coverage of IT change management across the extended IT environment.
Track change policy compliance and work to improve policy adherence.
Ensure IT change management process has the following attributes:
- Compliance mechanism to ensure adherence to process.
- Consistency in practices across the span of control.
- Documented policy and procedures to include change management flow, expected deliverables from each unit, service level agreement for disposition of requested changes, and handling methods of changes.
- Categorization of change types to allow for appropriate treatment of changes based on change attributes (e.g., emergency vs. routine, low risk vs. complex, infrastructure vs. application configuration).
- Logging of all changes within a central repository.
- Monitoring of impact of the change on the IT and operational environment.
- Establishes a framework of the downstream impact of changes across a complex, integrated environment.
Organizational Change (15%) - A key success factor to the success of a re-engineered IT change management process will be the IT Change Manager's ability to affect organizational change.
Design, plan and manage the execution of people and business readiness activities that lower the risk of resistance or misalignment among teams and divisions as change and problem management initiatives are implemented.
Construct and implement actionable and targeted change adoption plans - including stakeholder analysis, communications planning, change impacts, change agent network, organizational readiness, and training plans - to help meet business objectives by increasing team member adoption and usage.
Assess impact on IT and business operations, monitor performance indicators that measure impact, and initiate activities to address problems as appropriate.
Problem Management (15%) - Following stabilization of IT Change Management re-engineering efforts, the Change Manager position will contribute to the establishment of formal IT problem management processes within the IT Services department. Duties may include:
Perform problem analysis, conduct root cause investigations, and manage corrective and preventative measures.
Analyze and report incident trend data to identify and eliminate root causes.
Initiate actions to fix potential interruptions to service identified during trending analysis of the IS infrastructure.
Prepare statistics and report to identify repeat incidents and manage issues through to resolution.
Facilitate and coordinate technical meetings.
Lead and facilitate post mortem investigations.
Manage root cause analysis between technical teams.
Initiate actions to fix interruptions to service caused by errors/faults in the IS infrastructure.
Synthesize organizational lessons learned from the problem analysis and communicate lessons to leadership as appropriate.
Establish and manage a log of known problems across the department and establish integration between problem management and change management by cross-referencing changes and problems.
Project Management (10%) - To effectively lead change within the IT Services department, the IT Change Manager will manage initiatives to implement IT change management processes. The project management duties include:
Lead initiation and planning of initiatives that fall under the responsibilities of the Change Manager role.
Actively manage issues and risks associated with the projects being managed.
Manage scope, schedule, and budget (if applicable).
Communicate status to stakeholders and customers as appropriate.
Manage execution of the project and its tasks through implementation and completion.
| What you'll bring to the table: (minimum requirements) |
Bachelor's degree in Information Systems, Computer Science, or Business Adminisitration or related field or equivalent combination of education/experience.
8+ years experience must include the following:
8+ years' experience in ITIL-based incident, problem, and change management.
Demonstrated working knowledge of ITIL v3.
Possess ITIL v3 Foundation Certification.
Must have strong people and relationship-building skills and have ability to work effectively and collaborate with customers, vendors, peers, supervisors, team members, etc.
Must be able to work at the conceptual strategic thinking level as well as the detailed, tactical execution of work product level.
Must have ability to work effectively in a team environment, including teams with a wide range of internal stakeholders and external partners.
Ability to identify issues and systematically resolve; generate options, analyze best course of action, follow-up with stakeholders and bring resolution.
Strong information systems technology process background.
| Ideally, you'll also have: (desired skills and experience) |
6+ years' supervisory experience.
Experience in an academic information technology environment preferred.
Experience in a healthcare information technology environment desired.
ITIL v3 Practitioner (or above) Certification desired.
The successful candidate will also have/be:
Highly skilled in people and business management.
Excellent written and oral communication, presentation and organizational skills.
Strong interpersonal skills.
|CONDITION OF EMPLOYMENT:|
| What are some of the other tidbits that you might want to know? |
The individual in this position is expected to work normal daytime hours. However, significant off-hours and weekends may be needed to resolve problems and during implementation and maintenance activities. This individual is also expected to be available for call on a 24x7 basis as needed.
Because of the physically separated sites for UW Medicine, this position requires the ability to quickly access sites, using personal means of transportation. Travel to/from includes, but is not limited to, UW Medical Center, Harborview Medical Center, Northwest Hospital, downtown Seattle, and other facilities which are affiliated with UW Medicine.
This posting may not include the complete description for the role.
Who are we and what do we do?
UW Medicine's mission is to improve the health of the public by advancing medical knowledge, to provide outstanding primary and specialty care to the people of the region, and to prepare tomorrow's physicians, scientists and other health professionals. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
UW Medicine's Information Technology Services (ITS) department is a shared services organization that supports ALL of UW Medicine! UW Medicine is comprised of Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, UW Neighborhood Clinics, UW Physicians, UW School of Medicine and Airlift Northwest. In addition, UW Medicine shares in the ownership and governance of Children's University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children's). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or click here to send an email.
The University of Washington is a leader in environmental stewardship and sustainability, and committed to becoming climate neutral.