DEPARTMENT: Information Services
SUPERVISOR'S TITLE: Manager, Application Coordinator II, Director
TITLES SUPERVISED: N/A
TOTAL NUMBER OF FTE'S DIRECTLY SUPERVISED: 0
TOTAL NUMBER OF FTE'S INDIRECTLY SUPERVISED: 0
PURPOSE OF POSITION: Responsible for identification, analysis, specification, maintenance and delivery of existing and new production reports to both internal and external customers. Provide ongoing support across the organization for production reporting environments and enterprise reporting tool users. Effectively facilitate design, build, test, validate and document requested reports. Consolidate existing reports and develop low-complexity new reports using enterprise business intelligence tools.
Support the design, development, and implementation of new and enhanced reporting requests. Prioritize, organize and complete assigned tasks and associated documentation upon directives from supervisor or customers. Seek the appropriate resources needed for activities with multiple tasks. Coordinate and facilitate communication between internal and external parties on assigned tasks and related issues. Be personally accountable for commitments to project timelines and deliverables. Effectively works with cross functional teams and customers to identify build deficiencies based on customer reporting requests.
·Reporting Analysis and Build
Gather, prepare and analyze user requirements for designing and creating reports based on customer requirements. Participate in technical code review as needed. Conduct proper testing and validation. Utilize Epic Clarity, SAP/Crystal, Business Objects, Teradata and other tools to complete day to day tasks. Perform change management when reporting system modifications are needed. Coordinate the scheduling of reports in production. Ensure all build, configuration and release management and user and technical documentation conforms to CCHMC and/or Industry standards. Perform reporting consolidation and analysis duties to ensure content alignment with enterprise standards. Utilize the CCHMC information glossary to refer to governed definitions when analyzing and creating reports.
Provide technical support and problem resolution assistance for production and process issues. Partner effectively with colleagues to troubleshoot issues across the environment. Escalate unresolved issues with urgency. Follow documented processes and identify gaps in documentation when found. Utilizes appropriate issue management and change control methods to implement system solutions 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.
Provide end user training as required for new hires or when changes are made to existing applications/systems. Create educational materials for end user training including, but not limited to job aides, lesson plans, quick start guides, web based training and simulations. Prioritize assigned training and education tasks and projects based upon directives from supervisor and timelines of other assigned projects.
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).
·Advanced & Professional Knowledge
Maintain advanced knowledge and professional skills through cross training, literature and attendance at department meetings and vendor education. Keep current with the submission of departmental and hospital required documentation and completing departmental and hospital required training. Obtain and/or Maintain currency in Epic certification and is able to demonstrate Epic knowledge beyond Epic certification. Capable of effectively communicating system changes to co-workers and customers. Prepares and delivers oral and written presentations as part of the analysis process. Coordinate, facilitate, and participate in project related meetings. Develop and maintain positive relationships, both internal and external to CCHMC. Motivate people and encourage teamwork. Prepare and submit detailed documentation and status reports in accordance with department standards. Perform other duties as assigned.
Skills & Competencies
Experienced in the use of the Microsoft Office Suite of Products including functions in Excel. Experience in database query, designing and preparing reports. Knowledgeable about application build decisions.
Knowledge and ability to apply project and time management concepts.
Ability to organize information, define problems, develop resolutions and recommend action plans. Must possess a high level of organizational and workflow efficiency skills with attention to detail. Executes tasks and initiates problem resolution on own accord.
Excellent verbal, written, and interpersonal communication skills.
Applies theories, concepts, principles and techniques to handle a broad range of tasks and situations with limited guidance. Ability to follow standard concepts, practices, and procedures with regards to report writing. Experience with data normalization and basic knowledge of database objects and concepts. Exercises own judgment within the parameters of defined policies, procedures and practices.
Demonstrate diplomacy, tact, and a professional demeanor. Ability to relate to diverse age and demographic backgrounds.
·Bachelor's Degree in a related field or equivalent combination of education and experiencePreferred:
·Experience in Information Services or Healthcare