DEPARTMENT: Information Services

SUPERVISOR'S TITLE: Director/Manager/Technical Architect




PURPOSE OF POSITION: Research, design, implement, and troubleshoot information systems and technology solutions in support of business needs. Document troubleshooting procedures, operations manuals, and user guidance.

·Project Management
Participate in 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 small to midsized projects. Work with cross functional teams.
Analyze, design, implement, and maintain moderately complex systems that greatly improves clinical care and patient management. Support system testing. Document testing outcomes. Work to develop technical solutions. Work to design, write, and prepare complete user and technical documentation. Analyze existing documentation and provide corrections and enhancement. Utilizes Development lifecycle process, operating procedures and documentation to implement and support system solutions.
·Production Support
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. Participate in on-call support rotation and handle incident resolution, problem determination and resolution during that time.
·Customer Service
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. 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
·Project Management
Ability to implement projects. Ability to take direction and anticipate issues and potential technological and resource constraints.
Recognizing when sufficient information has been obtained to make a decision; evaluating available alternatives and using sound thought processes and relevant experience to make the optimal choice in a timely manner; making difficult decisions even in highly ambiguous situations.
·Diversity Appreciation
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself.
Pursuing work with little supervision or assistance; directing one's own efforts.
·Professional Demeanor
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor.
·Communication - Advanced
Excellent verbal, written and interpersonal communication skills.
Knowledge of Windows based hardware and software. Can apply theories, concepts, principles and techniques to handle a broad range of tasks and situations with limited guidance.

·Associate's Degree in a related field or equivalent experience

·Bachelor's Degree in a related field
·Related Experience
·Knowledge of one or more of the following technologies/methodologies: Linux, Unix (AIX), DevOps tools (Chef), KVM, PowerVC and VIOS.