Center for Elders' Independence Careers

JOB DESCRIPTION

Lead Systems Engineer & Project Manager

The Center for Elders’ Independence is a PACE (Program of All-Inclusive Care for the elderly) organization (PO) that uses an interdisciplinary team approach for care planning and implementing purposeful high quality, affordable, and integrated health care services to the elderly.  Our elderly meet PACE requirements as prescribed by CMS and are referred to as participants.  Our PO includes Adult Day Health Centers and primary care clinics, promoting participant autonomy, quality of life and the ability for individuals to live in their communities

THE POSITION: Will lead CEI development of the roadmap for Customer Experience technologies. Examples of this include omni-channel Contact Center architecture, mobilization and production oversight. Selection, deployment and production oversight of ITSMF toolsets and extending these to other corporate services departments. Oversight of vendor partners conducting supply chain security assessments, responsibility for designing, implementing and keeping up-to-date RBAC (CAC) controls. Plan, prepare and deploy all projects in accordance with recognized frameworks. Ensure that Business Analysis is conducted and SOW’s prepared that include a benefits case.

Oversee systems training for M365 technologies, contact center usage and ITSMF tooling. Oversight of Workstation Technology and Co-Pilot for deployment (through a vendor partner). Set the standards for the Service Desk team to adhere to and develop relevant OLA’s with vendors where applicable.

DUTIES AND RESPONSIBILITIES:

• Lead technology projects, deployments and initiatives leveraging industry best practices and standards 

• Lead and conduct business analysis to effectively understand and solve business problems, including developing business cases, SOW’s 

• Lead and conduct performance improvement initiatives related to customer experience and technology 

• Lead implementation and continual management of ITSMF processes, including full ITIL Service Lifecycle 

• Lead and conduct regular maintenance and improvement of IT security configuration and processes in accordance with best practice frameworks 

• Lead and own Contact Center implementation and continual technical management to meet current and future business needs 

• Continual technical management of EMR/EHR system of scale e.g. EPIC, Cerner, eCW 

• Lead deployment and adoption of M365 

QUALIFICATIONS:

• BS in a Computing Displine, or Associates with significant comparable experience.

• ITIL certification (v3 or 4) 

• Practical experience of Project Management in a Prince 2 environment  

• Business Analysis training and practical experience 

• Background in IT in healthcare organizations of scale 

• Experience of M365 / E5 based Contact Center Solutions (e.g. Five 9, CISCO UCCE) 

• Experience of leading Electronic Health Record (EHR) systems (e.g. EPIC, Cerner, eCW) 

• Experience of leading ITSMF tools (e.g. ServiceNow) 

• Experienced in the End User Services environment 

• Experienced in Identity and Access Management including RBAC  

• Some experience in Workstation Technology Management including image management 

• Experienced in ITIL Service Management Lifecycle.  

The above job description is intended to communicate the general function of the mentioned position and by no means shall be considered an exhaustive or complete outline of the specific tasks and functions that will be required.  CEI reserves the right to change job descriptions, site assignments, and or work hours as required by the needs of the program.  All employees are expected to perform their duties within their ability as required by the job and/or as requested by management. 

Signature:     _____________________ Date:     _______________________

SUPERVISED BY: 

POSITION SUPERVISES: N/A