Type of Requisition:
Regular
Clearance Level Must Currently Possess:
Other
Clearance Level Must Be Able to Obtain:
None
Public Trust/Other Required:
SSBI (T5)
Job Family:
Administration
Job Qualifications:
Skills:
Communication, Service Delivery, Strategy Implementation
Certifications:
None
Experience:
8 + years of related experience
US Citizenship Required:
No
Job Description:
GDIT has been supporting the IHS mission for 20+ years; working with the agency to provide integral services to raise health access and availability to 2.6 million American Indians and Alaska Natives. You'll be part of modernizing the EHR platform to enable better data access, patient experience, and quality of care for 567 tribes, 37 states and over 600 medical facilities.
Our work depends on an Incident & Reliability Lead joining our team to support the Indian Health Service (IHS) Electronic Health Records Modernization (EHRM) program. As the Incident & Reliability Lead supporting the IHS EHRM program, you will be accountable for ensuring the effective and efficient management of incidents, service requests, and major incident response while ensuring SLA adherence and system availability. You will drive cross-team coordination, oversee service management tools and process, and lead continuous improvement and client engagement efforts.
This position is fully remote, US based. This role requires you to obtain and maintain an in-depth Public Trust Level 5. This investigation will review personal and criminal behavior, financial conduct, foreign influence, as well as other adjudications.
HOW AN INCIDENT & RELABILITY LEAD WILL MAKE AN IMPACT:
Proactively oversee and manage incidents and service requests, ensuring timely response and effective resolutions that minimize service disruptions and enhance end-user satisfaction.
Work closely with Team GDIT Delivery leads and pillars in Sustianmet on overlapping tasks and consulting on efficiencies in processes
Develop and manage KPIs with all EHRM products and vendors to ensure continuity of system
Oversee and refine service management tools and methodologies to ensure they are optimized for tracking and managing incidents, requests, and other operational tasks.
Implement strategies and tools to enhance system availability and reliability, mitigating risks and preventing critical failures that could impact the program.
Rigorously monitor and enforce compliance with Service Level Agreements (SLAs) to ensure consistent, high-quality service delivery that aligns with client expectations and program requirements.
Identify areas for process optimization and implement effective solutions to enhance operational efficiency, system performance, and incident response capabilities.
Coordinate communication and collaboration across internal, client teams and subcontractor partners effectively
Ensures appropriate tasks and contractual requirements are completed on schedule
Serve in a consultative capacity to the Client and partners as a subject matter expert for Incident Management
Perform administrative and analytical tasks in support of contract program, as needed
Compile and/or contribute to Weekly Status Meeting Minutes, Monthly Progress Reports, and Monthly Financial Reports on behalf of your function, as needed
Ability to manage and/or mentor others in technical roles
REQUIRED QUALIFICATIONS AND EXPERIENCE:
Bachelor’s degree or equivalent combination of education and experience.
8+ years of experience - MUST have worked in and/or managed the day-to-day operations of tasks in assigned program/project area including technical work, staff supervision, and incident management processes and procedures
Experience managing and/or participating in major incident response
Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Visio.
Experience with Oracle Health and EHR.
Must be able to obtain and maintain a Public Trust Level 5 clearance. This includes background verifications and fingerprinting.
Ability to travel up to 25% of the year, if needed.
DESIRED QUALIFICATIONS AND EXPERIENCE:
Ability to manage work in a variety of systems, including ITSM ticketing software
Preferred experience with Service Now, Oracle Remedy, and paging functionality
Experience proposing and executing operational improvements to existing projects/programs
Task management experience and/or skills.
Excellent organizational and time management skills; ability to manage frequently changing priorities of competing importance.
Ability to communicate and interact effectively with internal/external teams including key partners and leaders
Ability to work independently with minimal supervision and within tight deadlines, following detailed written policies, processes, procedures, and work instructions.
Ability to produce high-quality documentation that contributes to the overall success of our program.
GDIT IS YOUR PLACE:
Full-flex work week to own your priorities at work and at home.
401K with company match.
Comprehensive health and wellness packages.
Internal mobility team dedicated to helping you own your career.
Professional growth opportunities including paid education and certifications.
Cutting-edge technology you can learn from.
Rest and recharge with paid vacation and holidays.
#EHR
#IHSJobs
#FedHealth
#GDITFedHealthJobs
#GDITHealthSystems
The likely salary range for this position is $129,813 - $172,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours:
40
Travel Required:
10-25%
Telecommuting Options:
Remote
Work Location:
Any Location / Remote
Additional Work Locations:
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
