Manager Operations And End User Enablement

About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Opportunity

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

Overall, this role offers an exciting opportunity to lead a dynamic team in delivering exceptional support and driving continuous improvement within our Digital data platform ecosystem. As the manager of our Operations and End User Enablement team, you will oversee the frontline support for our Digital data platform teams, including Enterprise Data Warehouse, Data Lake, Snowflake, and Tableau. Your primary responsibility will be to deliver direct assistance to our end users, ensuring smooth operations and resolving issues promptly. In this role, you will leverage your technical and Epic expertise to analyze and troubleshoot all Demand Intake and Support tickets submitted through ServiceNow and other support channels. Your goal will be to find effective solutions that meet user needs and maintain platform functionality. Furthermore, you will be responsible for documenting and tracking support interactions, contributing to a comprehensive knowledge base for future reference. Your efforts will help streamline support processes and improve overall service delivery.

In addition to providing day-to-day support, this role plays a crucial role in communication within the data and analytics communities. This involves disseminating information through channels such as our Center of Excellence news and alerts, email, and Microsoft Teams, organizing and facilitating monthly user group meetings, ensuring stakeholders are informed and engaged. This resource also partners with the data and analytic teams to strategize and address training needs both within the teams and across the organization.

The Manager, Operations and End User Enablement will:

Act as the front door and gateway to the data and analytic platforms, products and services

Assist in the execution of the iterative strategic plans to enhance our demand, support, and usability functions.

Participate in retrospective reviews of the plan and provide feedback for potential modifications moving forward.

Oversee day to day operations of end user support, including project intake efforts, end user facing training and self-service inventories and opportunities.

Effectively manage customer expectations and whenever possible providing first contact resolution to the end users

Manage complaints, suggestions, and compliments.

Collaborate and coordinate communication channels between end users and the data and analytic platforms, products and services.

Identify and pursue product and service improvement initiatives.

The Data and Analytics landscape and teams are rapidly evolving, and the Manager must be able to operate in an agile manor to drive and respond to significant change within data and analytics as teams evolve to the new strategic plans.

The Manager Operations and End User Enablement will report to the Director, Demand, Product Support and Usability. S/he will work with both internal and external stakeholders to drive and support strategic efforts related to support, project intake, end user enablement in the form of training and self-service opportunities.

Principal Duties and Responsibilities

• Use/s the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

• Achieve a deep understanding of MGB Data and Analytic platform, products and services.

• Responsible managing the procurement and maintenance of the product and service offering inventories in an end user facing portal aligning to user personas.

• Works with internal and external stakeholders to continually assess self-service and training needs aligning to user personas.

• Provides consultation to end users regarding the general offerings of the data and analytic platforms, products and services.

• Drives demand requests, in the form of new project and enhancements, through data and analytics and digital processes, ensuring visibility along the way, and closed-loop communication.

• Manages and coordinates on urgent and complicated issues, ensuring SLAs are met and escalation and communication plans are followed.

• Effectively manage, develop, and train the operations and end user enablement team.

• Ensure all processes used are thoroughly documented and continually updated.

• Develops and matures support processes and procedures collaborating with internal and external teams.

• Coordinate and facilitate monthly user group meetings.

• Oversees process to define, capture, publish and evaluate service and usage metrics and KPI's and commitment to continuous improvement.

• Other duties as assigned.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Health Administration, Health Sciences, or equivalent experience.

• 10 years of experience in healthcare technology.

• 5 years of experience managing projects.

• 3 years of management, supervisory or lead experience.

• A combination of education and experience may be substituted for requirements.

• Experience with effectively managing multiple priorities within a transformational environment.

• experience in working in a complex healthcare environment is desired.

• Mix of experience on both technical and business side of healthcare.

• Understanding of clinical and business operations workflows and system configurations.

• Customer facing experience required.

• Experience with Service Now or other end user ticketing system is desired.

• Experience with Azure DevOps is a plus.

• Certification in Epic Cogito or other Epic Applications is a plus.

• Proficiency in SQL or other coding languages.

• Strong interpersonal, communication, and critical thinking skills.

• Commitment to continuous improvement, personal growth, and collaboration.

• Proficiency in Microsoft Office applications.

Skills and Abilities

• Knowledge and understanding of best practices for service management.

• Ability to market and promote data and analytic products and services.

• Possess an understanding of the organizations business, with prior experience in healthcare preferred.

• Possess strong interpersonal skills to effectively communicate with cross functional teams including staff at all levels of the organization.

• Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds a level within and external to the organization.

• Strong problem solving and negotiation skills.

• Ability to effectively conduct meetings, both formal and informal.

• Requires minimal direction from leadership and possesses the ability to learn quickly

Supervisory Duties

• 3-6 direct reports; may indirectly provide leadership and guidance to staff outside of direct reports.

The work environment characteristics

This is representative of those an employee encounters while performing the essential functions of this job.

• This position is hybrid: primarily allow remote work, with periodic onsite workshops or meetings at Assembly Row offices.

• May require occasional local travel to MGB sites, vendors, or conferences.

• Hospital work environment working conditions include possible exposure to diseases or infections and may require safety gear (PPE) such as gloves and mask.

• Normal office working conditions. The noise level in the work environment is quiet to moderate.

• While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift or move up to 5 pounds and occasionally lift or move up to 20 pounds.

• Specific vision abilities required by this job include close vision, distance vision and depth perception.