Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health? CLICK HERE to apply through your Workday account.

Exemption Status:

Hiring Range:

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I.  Major Responsibilities:

Leadership and Expertise:
1.    Critical Incident Management: Serves as a key member of the team, taking on challenging projects and critical incidents. Provides expert guidance during high-impact situations.
2.    Knowledge Sharing: Embraces unknown issues as learning opportunities and proactively shares discovered knowledge with the team. Engages with vendors and systems, even with limited prior experience, to expand understanding and solve complex problems.

Knowledge Advancement:
1.    Continuously advances knowledge of current products, including obtaining application certifications and staying updated on system configurations and emerging technology and industry trends.
2.    Actively participates in professional development programs defined by department. 

Project Coordination:
1.    Project Leadership: Regularly leads projects with appropriate input. Takes responsibility for project outcomes and manages tasks effectively.
2.    Project Estimation: Assists in estimating the hours required for upcoming projects to facilitate accurate planning and resource allocation.

Workflow Optimization:
1.    Recommends and implements workflow modifications. Collaborates with key vendors to discuss and apply standard solutions.
2.    Leverages knowledge of user experience design principles during system workflow reviews and/or optimization initiatives.  
3.    Applies lean belt methodology, which focuses on improving efficiency and reducing waste in processes. 
4.    Directs the configuration of application features and security settings and creation of support documentation, including test scripts and workflow diagrams.

Mentorship and Coverage:
1.    Acts as the primary advisor to other team members, department colleagues, and organizational staff. Seeks out and offers support to new staff members and helps them integrate into the team. 
2.    Constantly innovates and assists others in achieving their ideas.
3.    Covers managerial responsibilities in leader’s absence, including handling urgent issues and maintaining team operations. 

Project and Leadership:
1.    Proactively identifies barriers to completing work and escalates issues with proposed solutions.
2.    Leads meetings, develops agendas, assumes accountability for assigned follow-ups and practice closed loop communication.
3.    Participates as workstream lead on cross-functional projects, ensures tasks are completed within scope and project management guidelines.
4.    Runs optimization requests/projects, including scheduling meetings, identifying timelines, and allocating resources.
5.    Requests new assignments or participates in stretch goals, coverage opportunities, and additional responsibilities, such as leading new initiatives, completing market analysis or participating in kaizen efforts.
6.    Drives projects from conception to completion with minimal oversight and establishes strong working relationships with operational staff as a subject matter expert.
7.    Works with vendors to establish short-term product roadmaps. Reviews roadmaps with department manager and key stakeholders.

Technical Troubleshooting and Support:
1.    Investigates and resolves application and system configuration. Develops and implements appropriate system fixes based on thorough analysis.
2.    Works closely with third-party vendors to ensure proper installation and configuration of vendor software. Troubleshoots issues related to server configurations, system services, and interface jobs to drive effective issue resolution.

Adaptability:
1.    Leverages high adaptability to accomplish dynamic responsibilities and evolving project requirements.

Must be able to work off hours as needed and participate in an on-call rotation.

II. Position Qualifications:
License/Certification/Education:
Required:
1.    Bachelor's degree in Computer Science or related field, or equivalent work experience.
2.    Epic/Workday/Application certification(s); if additional certifications required for a specific role/team, ability to achieve, as required by department.
3.    Lean Green Belt certification or ability to achieve, as required by department.
Preferred:
1.    Project Management certification (PMP/CAPM).

Experience/Skills:
Required:
1.    7 years experience with enterprise platforms (EHRs/ITSM/ERPs).
2.    Team player with strong problem solving, time management and decision-making skills, ability to maintain a positive attitude, solution focused even in challenging situations.
3.    Able to act independently with minimal oversight.
4.    Able to advise less experienced team members.
5.    Able to effectively communicate to staff at all levels of the organization.

Preferred:
1.    Healthcare experience.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.