Position Summary

This role is responsible for managing Information Technology initiatives and more complex requests or problems that require coordination across multiple IT functions (applications, networking, data, health system IT, vendors, etc) while also focusing on the availability and recovery of IT systems during significant incidents. The role will serve as a liaison, ensuring tasks are completed efficiently and systems are restored swiftly during outages.

 

Essential Functions and Responsibilities Includes the Following:

Understands and adheres to the WPH Performance Standards, Policies and Behaviors. Coordinate and manage tasks related to small IT projects (typically less than 80 hours effort), ensuring that milestones/deliverables are articulated and met. Collaborate with cross-functional IT teams (network, infrastructure, end user, application support) to fulfill project requests and tasks. Track and report project progress, identifying potential risks and ensuring timely escalation when necessary. Maintain project documentation, including schedules, budgets, knowledge base articles and resource allocation. Communication, act as a bridge between team members, stakeholders and management to ensure alignment on project objectives. Lead incident response and management efforts in the recovery of IT applications, systems and services during outages impacting WPH. Act as the central coordinator during system recovery, orchestrating the actions of multiple IT support teams. Monitor and report on system availability and proactively identify potential risks to service continuity. Establish and maintain IT recovery plans and ensure their consistent testing and updating. Liaise with senior management, providing status updates during critical outages or system downtimes. Conduct post-incident reviews (RCA) and implement after action improvements to minimize future disruptions. Communication and Stakeholder Management: This role requires regular communication with technical teams, stakeholders, and clients, making strong verbal and written communication skills essential. Performs all other related duties as assigned.

Education & Experience Requirements

Bachelor’s degree in information technology, Computer Science, Business, or a related field. Certifications in project management, such as PMP (Project Management Professional) or CAPM (Certified associate in project management), which are valuable for understanding project coordination practices. Certifications in IT service management, such as ITIL (Information Technology Infrastructure Library), especially in ITIL Service Lifecycle or ITIL Service Operation, can be critical for the availability management aspect. Project Management Tools: Proficiency in tools like Microsoft Project/Planner, Jira, Asana, or Trello for tracking and coordinating tasks. Monitoring and Analysis Tools: Experience with monitoring and availability tools like SolarWinds, Nagios, or Splunk or similar tools. ITSM Platforms: Familiarity with IT Service Management (ITSM) tools like ServiceNow or CA Service Manager for tracking incidents and managing IT services Strong leadership skills with the ability to guide cross-functional teams during both project tasks and crisis situations. Analytical thinking with a proactive approach to risk management and process improvement. Ability to remain calm under pressure and make sound decisions during critical incidents. Project Coordination Skills: Ability to plan, schedule, and coordinate projects, manage resources, and communicate effectively with various stakeholders. Previous experience as a project coordinator or assistant project manager is often necessary. Availability Management Skills: Knowledge of availability and capacity planning, as well as experience in implementing proactive measures to ensure IT systems meet service level agreements (SLAs). Problem-Solving: Experience in incident and problem management is critical, especially for quick response to IT service outages. 2-5 years of experience in IT project coordination, IT support, or service management roles. Hands-on experience in IT infrastructure and service monitoring for understanding technical requirements around availability. Familiarity with risk management and incident response protocols.

Core Competencies

Solid organizational skills including attention to detail and multitasking skills. Excellent client facing, written and verbal communication skills. Demonstrates ability to establish two-way communication by clearly defining expectations, communicating utilizing a variety of methods. Actively take note to ideas and concerns and responding in an appropriate manner. Demonstrates ability to retain composure under stress.

Physical/Mental Demands/Requirements & Work Environment

May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital’s SDS (Safety Data Sheet) data base and may be accessed through the hospital’s Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc. (Standard for all Job Descriptions)

Primary Population Served

Check appropriate box(s) below:

☐Neonatal (birth – 28 days)

☐Patients with exceptional communication needs

☐Infant (29 days – less than 1 year)

☐Patients with developmental delays

☐Pediatric (1 – 12 years)

☐Patients at end of life

☐Adolescent (13 – 17 years)

☐Patients under isolation precautions

☐Adult (18 – 64 years)

☐Patients with cultural needs

☐Geriatric (> 65 years)

☐All populations

☐Bariatric Patients with weight related comorbidities

☒ Non-patient care population

 

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.