Manager IT System Management

UnitedHealth Group

Position Description
USMD part of OptumCare is a multi-specialty group of hospital, clinics and physicians. USMD serves the Dallas-Fort Worth metropolitan area with more than 250 physicians and associate practitioners, and provides healthcare services to patients in more than 20 different specialties at its 2 hospitals, 4 cancer treatment centers and nearly 50 physician clinics, many of which are multi-specialty.
 
The IT System Management Manager coordinate the processes and activities that focus on restoring service after an incident occurs. Monitors environment health and the facilitation of high severity incidents to improve the state of service availability and continuity. This function also includes those who operate and monitor computer and peripheral equipment. Coordinates the efforts of all functions to complete scheduled jobs in a timely manner. Documents all problems (hardware, application, facility, etc.) and takes corrective action as required. Interfaces with other departments as required.
 
Primary Responsibilities:
Collaborate with business partners to gain understanding of their business needs
Demonstrate understanding of supported businesses and their business drivers
Demonstrate understanding of applicable business platforms / applications
Demonstrate understanding of the impact of supported systems / technologies on the business
Demonstrate understanding of applicable business performance metrics (e.g., KPIs, SLAs / SLGs, availability)
Ensure that business requirements are clearly and comprehensively documented and understood, and properly implemented (e.g., SLAs, OLAs)
Demonstrate understanding of IT security requirements defined by business partners (e.g., functional and technical access, HIPAA,PHI, PCI)
Demonstrate knowledge of supported operating systems / environments / platforms (e.g., Windows, UNIX, AIX, Linux, Citrix, MVS)
Demonstrate knowledge of supported system infrastructure (e.g., network, storage, middleware)
Demonstrate knowledge of supported desktop tools/technologies (e.g., MS Office, SharePoint)
Demonstrate knowledge of supported database platforms (e.g., Oracle, SQL, DB2, Sybase)
Demonstrate knowledge of supported web / portal platforms (e.g., WebSphere, IIS, Apache)
Demonstrate knowledge of supported mobile technology (e.g., Good, Blackberry, iOS)
Demonstrate knowledge of established information security policies and procedures (e.g., HIPAA, ARRA, PHI, PII, SOX)
Demonstrate knowledge of established physical security policies and procedures (e.g., network, RSA tokens, facility access, system access, hardware)
Maintain knowledge of emerging system tools / technologies applicable to our business (e.g., cloud computing and how it relates to ISM)
Utilize appropriate process framework to monitor / manage systems (e.g., ITIL, ITSM Service Lifecycle, service readiness)
Utilize appropriate tools to monitor / manage resources (e.g., TotalView, BSM)
Analyze data to identify call drivers and optimize performance / productivity
Identify appropriate level of staffing required to meet demand in call centers
Allocate staff to leverage appropriate skills for specific business needs
Apply appropriate tools to manage applicable processes (e.g., HPSM, incident management, problem management, change management, configuration management)
Utilize appropriate instrumentation to monitor call / event activity and / or system performance (e.g., CMS, SiteScope, Cisco Works, OVO, BSM, NNM)
Utilize applicable tools to identify services impacted (e.g., CMDB, Service Level Management, Service Central)
Develop required instrumentation to manage event and call activity
Develop required instrumentation to manage / monitor system performance and availability
Develop / maintain processes to optimize system / resource performance and productivity
Analyze / identify the nature and impact of the problem / issue
Identify appropriate resources to address the problem / issue
Escalate problems / issues to appropriate resources
Correlate multiple events to facilitate issue identification (e.g., process issues)
Recommend appropriate solutions for incidents (e.g., workarounds, root-cause fixes / enhancements, effort estimates)
Ensure that escalated incidents are documented, resolved and closed as needed (e.g., impact to the business has been eliminated)
Verify / validate the problem / issue identified in the incident report
Contact customers to obtain needed information related to the problem / issue
Collaborate with other technical teams and / or vendors to help resolve the problem / issue, as needed
Document the processes used and steps taken to resolve and close incidents (e.g., Incident Management)
Contribute knowledge required for system / process documentation
Create comprehensive representation of applicable processes and systems (e.g., process mapping, system diagrams)
Develop / maintain / utilize documentation for applicable system / process procedures (e.g., system start-up, shutdown, restore, disaster recovery, business continuity)
Ensure quality / accuracy of data used in system / process documentation
Design / develop metrics and reports used to communicate system / process performance to leadership (e.g., KPIs, system availability, incident reports, change reports)
Generate and distribute system and process reports / documentation as needed
Design / develop / deliver training to educate applicable stakeholders (e.g., users, team members, leaders, other IT teams)
Monitor effectiveness of documentation / reporting processes and identify opportunities for improvement
Demonstrate knowledge of applicable reporting websites (e.g., ITSM)
Performs all other related duties as assigned
Required Qualifications:
Undergraduate degree in Technology or equivalent experience
6+ years of experience in information technology management
3+ years of experience in application maintenance or support function
Preferred Qualifications:
ITIL or ITSM certification
Physical Demands and Working Conditions:
Ability to lift up to 50 pounds and push or pull heavy objects using up to 50 pounds of force
Ability to frequently sit for extended periods of time
Ability to stand and / or walk for extended periods of time
Ability to use fine motor skills to operate office equipment and / or machinery
Ability to properly drive and operate a vehicle between multiple clinic locations
Ability to receive and comprehend instructions verbally and / or in writing
Ability to use logical reasoning for simple and complex problem solving
Normal visual acuity and hearing
 
 
Careers with USMD.  If you’re idea of a great day at work involves putting great new ideas to work, we should talk. Throughout the greater Dallas area, we’ve built an evolving, integrated health care model that brings primary care and specialist providers together to work in new and better ways. A thriving part of OptumCare and the UnitedHealth Group family of companies, our multi-specialty group of hospitals, clinics and providers features more than 250 physicians and associate practitioners. We provide health care services to patients in more than 20 different specialties at our two hospitals, four cancer treatment centers and nearly 50 physician clinics. Join us and start doing your life’s best work.(sm)

More Information / Apply Now

Type

Mid-level industry position

North%20America%2C%20North%20Richland%20Hills%2C%20United%20States

North America

North Richland Hills , United States

Location

United States

North Richland Hills

Type

Mid-level industry position

North%20America%2C%20North%20Richland%20Hills%2C%20United%20States