Manager Application Technology

Summary

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.

Principal Duties and Responsibilities

• Works with managers and directors to establish the team’s goals and objectives, often participating in the definition of work products and timelines.

• Manages the day-to-day activities of a team of Digital professionals. Focuses on producing the team’s deliverables on-time and within budget.

• Employs service management, product management and/or project management methodologies to deliver high quality work products.

• Consistent with Mass General Brigham’s Human Resources policies, attracts, retains and develops high quality staff. Establishes and maintains a work environment conducive to high performance. Addresses the training and professional development needs of the staff.

• Interacts with clinicians, staff and various levels of management to communicate the status of the team’s efforts.

• Promotes and encourages a high-quality customer service experience for all customers – internal and external.

• Collaborates well with other teams to produce results.

• May work directly with 1-2 vendors to assure delivery of contracted services and products.

• May work on several medium to high complexity projects and/or services.

• 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

• The Manager of Application Technology will be responsible for ensuring the optimal delivery of 3rd party applications used at Salem Hospital, North Shore Physicians Group, and iCare Salem NH; including but not limited to Windows server provisioning and maintenance, application delivery (e.g. Citrix, MEMCM, unmanaged 3rd party computers), application enhancements, and break-fix support.

• Note: as other applications and tools are identified or acquired that fall into the category of Application Technology, they may be added to the portfolio of applications managed by this role and team.

• Partners closely with colleagues amongst Digital teams and departmental clinical leadership to capture intake of new requests for business capability assessment, architectural validation, and risk mitigation using MGB framework under the guise of the Enterprise Architecture Council (EAC) and Information Security and Privacy Office (ISPO)

• Mentors team to maintain detailed and standardized internal documentation on systems including but not limited to procedural, workflow, and dataflows

• Reviews change requests and ensure that solutions comply with MGB Digital standards, strategic direction, industry best practice and any relevant regulatory and policy guidelines (e.g. HIPAA)

• Maintains catalog of business applications in MGB’s ServiceNow Configuration Management Database (CMDB) along with relevant attributes

• Coordinates activities amongst team to maintain disaster recovery plans for mission critical assets and facilitates failover testing at regular intervals

• Instructs team where applicable to establish proactive monitoring and alerting for possible technology failures in support of our ITIL problem management best practices and high reliability framework

• Monitors inbound Service Desk tickets, identifies trends, validates priority, and triages to team members according to subject matter expertise

• Manages communications (both internal and external) in downtime scenarios and follows major incident protocol

• Assists team with vendor escalation as needed.

• Understand the work environment and competing priorities in conjunction with developing/meeting department goals and staff development goals.

• Work with leadership to align the team organization structure to support current and future service needs

• Effectively filters a regular report-out of active, high-visibility initiatives and is capable of speaking to both the technical design and business justification

• Demonstrates professionalism in resolving customer issues and work effectively under pressure and escalate issues to department leadership when necessary

• Set priorities and execute work in a fast-paced environment

• Stays current and maintain a superior knowledge of the Microsoft suite of products and implementation best practices

• Assists with the development and implementation of performance appraisals, hire/fire, and disciplinary action

• Participates in leadership on-call rotation

  
  

Skills, Abilities and Competencies

• Ability to demonstrate Mass General Brigham’s Leadership Competencies for both Performance Focused Leadership and People-Focused Leadership

  • Performance Focused:

    • Customer/Patient Focus: Building strong customer/patient relationships and delivering customer/patient centric solutions

    • Manage Complexity: Make sense of complex, high quality, and sometimes contradictory information to effectively solve problems

    • Cultivate Innovation: Create new and better ways for the organization to be successful

    • Ensure Accountability: Holding self and others accountable to meet commitments

    • Learning Agility: Actively learn through experimentation when tackling new problems, using both successes and failures as a learning folder

  • People Focused:

    • Drive Equity and Inclusion: Recognizes the value that different perspectives and cultures bring to an organization

    • Build Effective Teams: Build cohesive teams that apply their diverse skills and perspective to achieve common goals

    • Collaborate: Build partnerships and work collaboratively with others to meet shared objectives

    • Communicate Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences including senior system and hospital administrators, physician leadership, technician staff, and other personnel across different institutions

• Instill Trust: Gain the confidence and trust of others through honesty, integrity, and authenticity

• Excellent verbal and written communication skills.

• Experience in project management, product management and/or service management methods.

• Proven ability to attract, mentor and develop staff.

• Demonstrated experience as a collaborator, working across different teams/groups and with vendors to achieve results.

• Demonstrated commitment to delivery of high-quality customer service.

• Demonstrated ability to interact with all levels of the organization.

  
  

Qualifications

• Bachelor’s degree preferred.
• 5+ years of related experience; experience in healthcare a plus.
• A combination of education and experience may be substituted for requirements
• Proficient in Microsoft Office suite of applications, particularly MS Excel and MS Visio
• Demonstrated knowledge of:
  • Microsoft Active Directory
  • Microsoft SQL
  • Microsoft WSUS
  • Authentication protocols such as LDAP, OAuth, SAML, JSON WebToken, and PKI
• Capable of specifying firewall requirements for integration amongst disparate infrastructure including but not limited to network protocols, cardinality (source/destination) and ports required to achieve expected outcome
• Familiar with IAM (Identity and Access Management) and PAM (Privileged Access Management) principles and how to apply them to application technology in an enterprise environment

Supervisory and Fiscal Responsibilities

• Responsible for a team of 6 or more staff, consultants or other temporary staff
• Manages resources within the budget framework provided by management.
• Demonstrates fiscal responsibility by effectively using Mass General Brigham resources

Working Conditions

• Standard office environment with 1-2 days per week onsite at Salem Hospital or travel to Mass General Brigham locations.
• May need to work in patient care areas.
• May require 24X7 responsibilities including evening, night and weekend hours as needed.
• 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 and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is quiet to moderate.

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.