IS Application Support Supervisor - Health IT - Limited Term (Open)

Description

San Mateo County Health is seeking a well-qualified individual for the position of ISApplication Support Supervisor

• Health IT - Limited Term.

The current vacancy is limited term in the Health IT Division. This position is located in San Mateo, CA, but will travel/drive throughout the County to perform duties of the job.

Responsibilities will include, but are not limited to, the following:

• Plans, prioritizes, assigns, supervises, reviews, and participates in the work of staff responsible for application systems research, development, and conversion, installation, and maintenance projects.

• Participates in the development and implementation of goals, objectives, policies, and priorities for assigned function; recommends within departmental policy, appropriate service and staffing levels.

• Develops and maintains service level agreements (SLA) for applications system support services; establishes schedules and methods for providing applications system services; identifies resource needs; reviews needs with appropriate management staff; allocates resources accordingly.

• Participates in the development of policies and procedures; monitors work activities to ensure compliance with established policies and procedures; makes recommendations for changes and improvements to existing standards and procedures.

• Participates in the selection of, trains, motivates, and evaluates assigned staff; works with employees to correct deficiencies; recommends discipline to the Program Manager and Deputy Director.

• Participates in the preparation and administration of assigned program and project budgets; submits budget recommendations; monitors expenditures.

• Participates in administering information services related contracts; works with other divisions and/or departments to negotiate or renew cost effective contracts; monitors and evaluates contractor performance to ensure compliance with County and department standards; initiates corrective action as appropriate.

• Supervises or serves as a project team leader for the most complex software applications research, development, conversion, installation, and maintenance projects, including planning, organizing, and defining project requirements, methods, and end objectives in consultation with end users; coordinates project activities with team members, other section staff, user representatives and outside vendors.

• Supervises and participates in interviewing, analyzing, and documenting end user work processes and systems requirements; conducts systems walk-throughs and technical reviews; develops or refines system specifications, including evaluating and testing vendor software packages for conformance with user requirements and priorities.

• Supervises the preparation of feasibility studies, cost and benefits analyses, product evaluation, requirement specifications, designs, and other analyses and documentation.

• Supervises and participates in designing business processes and work flow strategies for the management, access, and retrieval of data, defines data rules and relationships, and develops methods for quality control of databases.

• Supervises and participates in the design of data analysis and processing methods, software and systems, web applications and user interfaces, and system enhancements.

• Supervises and participates in the development and documentation of business processes and relates them to application software; recommends and implements procedural and operational modifications to optimize internal and customer workflows.

• Supervises the development and execution of test plans to ensure application performance conforms to specifications.

• Responds to and resolves software users' inquiries and complaints and escalates problems or issues to vendor representatives as needed.

• Supervises formal and informal training programs on use and operation of application system software.

• Conducts special research assignments, gathers data, and prepares reports for consideration by management or special committees.

• Supervises the development and maintenance of user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.

• Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of information technology.

• Performs other duties as assigned.

Ideal candidate will possess:

• Experience working in a clinical application analyst setting preferably within behavioral health or ambulatory clinical systems.

• Experience serving as a lead for EHR application systems support or implementation work.

• Ability to coordinate project, request and support work between health IT application analysts and stakeholders.

• Demonstrated skill and understanding with clinical workflows, preferably behavioral health.

• Experience with managing Service Management: incident support queues, requests for work, and project work. ServiceNow experience preferred, but not required.

• Ability to effectively manage project or application support team meetings; produce summaries, agendas, guidance, and leadership to staff and stakeholders on reaching goals/objectives.

• Demonstrated ability to establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

This is a limited term, at-will position.Limited Term Employees are assigned to assignments not to exceed three years. They receive medical and dental benefits, similar to regular employees, and a defined contribution retirement plan.

Information for current County employees:Current and regular San Mateo County Employees who are interested in this assignment must submit application materials and compete in the selection process. If you are successful in the selection process and are being considered for the assignment, HR will work directly with you and/or your department for options. Please note that there is no guarantee that you will be allowed by your department to rotate into this assignment nor are your departments obligated to allow you to take on this assignment.The salary range for this position is "as is" and non-negotiable.

Qualifications

Knowledge of:

• Principles and practices of employee supervision, including work planning, assignment, review and evaluation, coaching, mentoring, and the training of staff in work procedures.

• Basic principles and practices of budget development, administration, and accountability.

• Operations, services, and activities of assigned information services program.

• Advanced principles and practices of computer systems management, analysis, design, and maintenance.

• Various software packages including word processing, spreadsheet, SQL database and database management, and reporting tools.

• Data processing management and general administration practices and techniques.

• Advanced techniques and methods of system evaluation, implementation, and documentation.

• Advanced data management theory, principles, and practices and their application to a wide variety of services and programs.

• Principles and practices of project management.

• The organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation.

• Applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.

• Modern office practices, methods, and computer equipment and applications related to the work.

• English usage, spelling, vocabulary, grammar, and punctuation.

• Techniques for providing a high level of customer service by effectively dealing with vendors and County staff.

Ability to:

• Plan, organize, schedule, assign, review, and evaluate the work of and train staff.

• Recommend and implement goals, objectives, and practices for providing effective and efficient services.

• Identify and coordinate areas where business process redesign can favorably impact operations.

• Evaluate and recommend improvements in operations, procedures, policies, or methods.

• Analyze department procedures and data to develop logical solutions to complex systems problems.

• Recommend, evaluate, design, test, and install infrastructure and supporting systems and equipment.

• Supervise and conduct complex research projects on a wide variety of software issues, evaluate alternatives, make sound recommendations, and prepare effective technical staff reports.

• Supervise, coordinate, and plan applications development, enhancement, and maintenance projects.

• Supervise and perform analyses of informational requirements and needs; identify, evaluate, and solve systems problems; design and implement new or revised systems and procedures; provide technical advice and consultation, and ensure efficient computer system utilization.

• Code, configure, manage, and maintain assigned system(s) and integrate to meet business needs independently without vendor support.

• Supervise the implementation of comprehensive computer operations-related projects and training programs.

• Prepare clear and concise program documentation, system and user procedures, reports of work performed, and other written materials.

• Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.

• Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.

• Effectively represent the department and the County in meetings with contractors and vendors.

• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.

• Use English effectively to communicate in person, over the telephone, and in writing.

• Use tact, initiative, prudence, and independent judgment within general policy and legal guidelines.

• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Equivalent to graduation from an accredited four-year college or university with major coursework in management information systems, computer science, or a related field and five (5) years of progressively responsible experience in applications analysis, design, and development, including two (2) years of lead, supervisory, or project management responsibility. Additional related experience may substitute for education requirement on a year-for-year basis, up to four (4) years.

Licenses and Certifications:

• Some positions may require possession of, or ability to obtain, a valid California Driver's License.

• Some positions may require possession of, or ability to obtain, industry-recognized information technology certifications.

Physical Demands

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds with the use of proper equipment.

Environmental Elements

Employees work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff when providing applications system support.

Application/Examination

If you are interested in being considered for this limited term position the following items must be submitted via e-mail:

• Cover letter with responses to Supplemental Questions (maximum of 2 pages)
• Resume

Supplemental Questions:

• Describe your experience as lead or supervisor of an application system or implementation. . Include your role, responsibilities, the clinical systems you worked with, and length of time in position.

• Provide a description of any healthcare organization committees, weekly workgroups/scrums, or key leadership/management meetings that you have actively participated in and served as a representative. Include your role, responsibilities, if you served as a lead in any of these meetings, and length of time in position.

• Describe your approach to managing a team within a health IT setting. Include your role, responsibilities, the methods and processes you employed to have analysts meet performance goals, the number of staff members on the team, and length of time in position.

Please include the words "ISApplication Support Supervisor

• Health IT - Limited Term Position" in the subject line of email submission. All submitted materials must be in a Word or PDF format.

Please submit the above listed materials via email to:

Eddie Lau, Health Information Systems and Technology Manager

elau@smcgov.org

Application materials will be reviewed as they are received, and well-qualified candidates will be contacted for an interview.

Apply immediately. Application materials will be accepted until position is filled. This posting is open on a continuous basis and selection may be made at any time within the process.

NOTE: Application materials are only accepted via e-mail. Materials sent via regular mail and/or fax will not be accepted. Submittals that do not include all required elements (cover letter with responses to supplemental questions and a resume) will not be considered.

San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically and linguistically diverse communities. The County of San Mateo is committed to advancing equity in order to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work. The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity and inclusion at all levels.