DEPARTMENT: Information Services
SUPERVISOR'S TITLE: Director/Manager
TITLES SUPERVISED: N/A
TOTAL NUMBER OF FTE'S DIRECTLY SUPERVISED: 0
TOTAL NUMBER OF FTE'S INDIRECTLY SUPERVISED: 0
PURPOSE OF POSITION: Analyze, design, implement, and maintain CRM and/or Peoplesoft software solutions. Support end users. Provide consultative advice and support to employees
Support the design, development, and implementation of new and enhanced application requests. Identify the appropriate resources needed to complete small projects. Support the communication between internal and external parties on project related issues and developments. Participate in developing and managing project plans. Determine the scope and complexity of projects. Work with cross functional teams. Consult and support the end user community to develop requirements for system solutions.
Analyze, design, implement, and maintain moderately complex systems utilizing CRM, PeopleSoft or SAP development tools. Support system testing. Document testing outcomes. Participate in Technical and Code Reviews. Design, write, and prepare complete user and technical documentation. Utilizes Development lifecycle process and documentation to implement and support system solutions.
Provide technical support and problem resolution assistance for production and process issues. Troubleshoot and decipher error messages. Identify required resources to resolve minor to midsized issues. Utilizes appropriate Change Control methods to implement system solutions. Serve as a resource person for and as a liaison between Cincinnati Children's departments and Information Services. Support departmental efforts to improve customer satisfaction. Evaluate and monitor system performance and functionality to avoid potential issues as well as gathering information for future development needs or feasibility studies. Maintain and adhere to departmental On-call procedures and SLA.
Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support. Adhere to and promote continual adoption of change management policies and procedures. Model outstanding customer service behavior, including timely and effective follow-up with customers. Always maintain CCHMC's service standards of being Courteous, Attentive, Respectful and Enthusiastic team members, and Safe (CARES).
Develop knowledge and professional skills through cross-training, literature and attendance at department meetings and vendor education. Develop and maintain positive relationships, both internal and external to CCHMC. Motivate people and encourage teamwork. Work well with others and fosters a positive team environment. Develop training objectives. Prepare oral and written presentations. Conduct and participate in instructional seminars. Develop expertise in several Cincinnati Children's computer-based systems. Perform other duties as assigned.
Skills & Competencies
Pursuing work with little supervision or assistance; directing one's own efforts. Demonstrated ability to work independently and as part of a team.
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor
Prioritization and time-management skills sufficient to meet deadlines in a fast-paced environment
Ability to independently work through details of a problem to reach a positive solution
·COMMUNICATION - BASIC:
Effective verbal, written and/or interpersonal skills.
Capable of relating to diverse age and demographic backgrounds.
Proficient in SQL, SQL Analyzer, SQR and Conform Development Standards; Knowledge of Workflow, Web Server, Araxis (File Compare Software), Relational Database Concepts, BO Reporting, MS SQL Reporting Services, Security, Internet Technology, Component Interface, Interface, Upgrade Assistant, Change Assistant and Strategic Analysis; General understanding of XML, Portal and ETL.
·Bachelor's degree in a related field OR Equivalent combination of education and experiencePreferred:
·Experience analyzing, programming, designing, testing, and implementing computer-based sys