End-User IT Support Lead: Systems & Process Optimizer

Regional One Health; Memphis (TN); On-site; USD 80,000 - 110,000; Full time

Job summary

Regional One Health in Memphis, TN seeks a seasoned IT professional to lead functional and technical support of hospital applications within End-User Support. You will analyze processes, ensure systems are maintained, and drive data integrity and reporting across modules.

As a subject matter expert, you will guide vendor interactions, manage SOP documentation, and lead projects for new systems or upgrades, collaborating with cross-functional teams to meet business needs and quality standards.

Qualifications

• Bachelor's Degree in Information Systems, Healthcare or related field.
• License, Certificate, or equivalent combination of relevant education and/or experience in Information Systems, Healthcare or related field.

Responsibilities

• Acts independently as a functional and/or technical subject matter expert for core and advanced system functionality. Researches and identifies root causes and resolutions for system issues while providing leadership with recommendations to improve the functionality of the system and any additional related components.
• Escalates system issues with vendor and IT management as necessary.
• Directs, supervises, and supports the IT End-User Support staff to ensure that products and services are delivered in accordance with goals and objectives.
• Advises or performs corrections to Knowledge Base Articles, as the business requires. Ensures that all proper approvals and documentation is on file for all corrections made in accordance with the department policy.
• Creates, runs routine queries and reports from the ticket system.
• Leads projects and works co-dependently as related to new systems or upgrades to existing systems. Acts as the primary resource responsible for all issue resolution within the system. Works with the appropriate teams to resolve systems issues and ensure prompt resolution.
• Designs, documents, and coordinates and/or manages processes and procedures related to system requirements. Maintains a directory of Standard Operating Procedures (SOP’s), updating existing SOP’s and creating new SOP’s as functionality and department direction dictate, utilizing department staff as necessary. Ensures the SOP’s accurately reflect business processes of the department; provides documentation to Internal Auditors as required. At all times, the incumbent supports activities to protect and preserve employee data integrity within the organization. Assists with the planning, organizing, developing and implementing corporate- wide information systems.
• Directs the organization and performance of Information Technology’s System Applications and Programming functions and activities. Provides staff direction with an understanding and following of established company policies and procedures. Keeps informed on trends and developments in computer technology and hospital computer systems to guide the hospital in the acquisition and use of appropriate information systems to meet current and future needs. Leads business activities to ensure a high standard of professional excellence is maintained among staff members.
• Maintains knowledge of best practices, current trends and developments in the field. Responds to problems/opportunities to improve work environment and participates in unit based performance improvement activities. Supports the organization’s Performance Improvement initiatives. Participates in activities to maintain or improve quality and services. Developments and implements plans.
• Establishes and communicates goal and objectives, defines methodologies, tasks and activities and clearly describes roles and responsibilities for performing to personnel. Communicates broadly to help overall coordination for cross-functional teams.
• Trains and mentor’s employees to enhance their performance, development and work products.

Education

Bachelor's Degree

License, Certificate, or equivalent combination of relevant education and/or experience in Information Systems, Healthcare or related field within assigned area(s)

Job description

Regional One Health in Memphis, TN seeks a seasoned IT professional to lead functional and technical support of hospital applications within End-User Support. You will analyze processes, ensure systems are maintained, and drive data integrity and reporting across modules.

As a subject matter expert, you will guide vendor interactions, manage SOP documentation, and lead projects for new systems or upgrades, collaborating with cross-functional teams to meet business needs and quality standards.