Training Delivery Educator, III (EPIC)

Kaiser Permanente Northwest; Portland (OR); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Vision and dental plans

Employee wellness programs

Job summary

Kaiser Permanente Northwest is seeking an experienced IT Incident and Problem Manager to lead incident and problem management, perform root cause analysis, and coordinate prevention plans. The role emphasizes cross-functional collaboration, timely delivery of solutions, and continuous process improvement.

The position requires 3+ years in application support and a relevant degree with extensive IT/operations experience, plus leadership exposure.

Qualifications

• Minimum three (3) years experience in application support.
• Minimum one (1) year in an informal leadership role working with IT or operational teams.
• Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years working in IT or operations. Additional equivalent work experience may be substituted for the degree requirement.
• Three (3) years experience in the administration and custom configuration of large off-the-shelf applications or software packages.
• Four (4) years system administration experience.

Responsibilities

• Leads incident and problem management by resolving complex issues (root cause analysis, prevention plan execution) and addressing escalations.
• Completes work assignments and supports priorities; coordinates resources; collaborates cross-functionally to make decisions and improve processes.
• Provides self-development guidance and shares knowledge; builds relationships with stakeholders; adapts to changing priorities and feedback.
• Meets timelines to deliver sustainable, prompt solutions; assists team members to resolve system problems and application-specific issues.
• Supports the stability, availability, and performance of enterprise systems by performing complex systems analysis; identifies problems and improvement opportunities.
• Provides first and second level support for enterprise systems and related IT domains by diagnosing and resolving complex incidents.
• Escalates unresolved or critical issues to system engineers; communicates with users and suppliers to share information and gather requirements.
• Plans and performs complex system configuration; participates in installs, upgrades, or decommissions of designated systems or infrastructure.
• Creates and maintains documentation for system configurations and procedures; plans the implementation of hardware and software changes with impact analyses.
• Participates in and influences change management processes; defines maintenance, modification, and documentation of complex applications.

Job description

In addition to the responsibilities listed below, this position leads the incident and problem management process by resolving complex issues (e.g., root cause analysis, coordinate prevention plan execution) and addressing escalations as appropriate.

• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.
• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.
• Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions.
• Assists technical and project team members to resolve system problems and application-specific issues.
• Supports the stability, availability, and performance of enterprise systems (e.g., systems, applications, network, databases, storage, security) by performing complex systems analysis to identify problems, trends, and opportunities for improvement.
• Provides first and second level support for enterprise systems and systems in one or more additional IT domains by diagnosing, troubleshooting, and resolving complex incidents to minimize system issues.
• Escalates unresolved or critical issues, risks or problems to system engineers.
• Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
• Plans and performs complex system configuration.
• Participates in installs, upgrades, or decommissions of designated systems, products, and infrastructure.
• Creates documentation of new and existing system configuration and procedural information, and ensures system configurations documentation is complete and accurate.
• Plans the implementation of hardware and software changes into environments and one or more additional IT production environments by performing impact analyses of system changes.
• Participates in and influences change management processes.
• Defines the maintenance, modification, and documentation of complex and advanced applications.
• Supports the development of guidelines to prevent and/or resolve recurring problems.
• Recommends and executes performance tuning and optimization activities.

Minimum Qualifications:

• Minimum three (3) years experience in application support.
• Minimum one (1) year in an informal leadership role working with IT or operational teams.
• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years working in IT or operations. Additional equivalent work experience may be substituted for the degree requirement.

Additional Requirements:

Preferred Qualifications:

• Three (3) years experience in the administration and custom configuration of large off-the-shelf applications or software packages.
• Four (4) years system administration experience.