Reports to an Information Systems (IS) Manager or Director. Responsibilities include maintaining the overall reliability of Beacon's information systems and computer operations. This includes support and installation of various operating systems, monitoring and reporting on computer system performance, planning for increased system capacity in a pro-active manner, providing support for Computer Operators in a 24x7 environment, maintaining system documentation, and back-up and recovery procedures.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Provides support to IS Computer Operations by:

• Developing computer operations plans, standards, and procedures with the assistance of the Manager or Director. Also, monitoring and reporting on computer system performance.
• Monitoring systems activities to optimize performance and ensure security of systems. Assisting the Manager or Director with scheduling the use of equipment (VM servers, converting older servers to test systems, etc.) to maximize utilization. Also, assisting with planning in a pro-active manner for increased system capacity which includes capacity analysis, disk space usage, etc.
• Developing procedures for routine administration including backup/restore, shutdown, and startup.
• Implementing recommendations for improving the server environment, such as capacity thresholds, security gaps, patch levels, and hardware recalls.
• Communicating with end users, both verbally and in writing, to ensure the highest level of customer service to support their business and clinical applications.
• Developing and maintaining expertise regarding the various operating systems and hardware platforms utilized by Memorial.
• Acting as a resource for the Operations staff on policies, procedures, priorities and methods.
• Resolving systems problems quickly and efficiently.
• Assisting the Computer Operations staff, as required, when operating problems occur.
• Maintaining the security of the Computer Room at all times.
• Developing training materials and ongoing procedure documentation.
• Preparing activity and progress reports. Communicating, in a pro-active manner, with the Manager or Director regarding any potential equipment or staffing needs and/or problems.
• Resolving more difficult systems problems and participating in post-problem reviews.
• Training Systems Administrators (Level I) regarding support of the Operations area, communicating with customers and developing expertise on existing and new systems.
• Researching new processes and improving current Operations processes and procedures for greater efficiency and increased system uptime.

Assists with the day-to-day operations of the Computer Operations area by:

• Coordinating Computer Operations activities with other Information Systems functions.
• Providing input to the Manager or Director regarding the ongoing learning and development of the Computer Operations staff (for example, 90-day and annual performance evaluations).
• Performing various operational duties, such as acting as a back-up to the Computer Operations staff when necessary.
• Sharing information with the Computer Operations staff regarding the business needs and resource capabilities of all Beacon Health System entities in order to ensure the highest level of customer service.
• Providing effective training for the IS staff regarding the operating systems and hardware platforms currently in use. Also, maintaining documentation regarding internal training.
• Overseeing the scheduling of all required server/system maintenance with the assistance of the Manager. Also, ensuring that supplies are available.

Maintaining back-up, recovery, and technology procedures by:

• Assisting the Manager or Director and other IS staff with analyzing areas of disaster exposure for each system.
• Participating in developing, implementing, testing, and supporting business continuity / disaster recovery plans and resources.
• Providing training for IS staff regarding disaster recovery and facilitating recovery from a disaster.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Ensuring that the overall reliability and availability of Memorial's computer operations are maintained at all times.
• Monitoring and reporting on system performance, assessing upgrade needs in a pro-active manner, and providing capacity planning.
• Maintaining knowledge of hardware and software technologies pertinent to the needs of Memorial.
• Provides input to the Manager or Director regarding departmental schedules, standards and procedures.
• Working harmoniously with Information Systems departmental staff and customers.
• Completing special projects and other assignments as directed by the Manager, Director or Vice President/Chief Information Officer (CIO).

All Levels

• Participating in IS process design.
• Participating on project teams.
• Participating in business process redesign and documentation.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• A Bachelor's degree in Computer Science, Management Information Systems or a computer-related field from an accredited college or university is preferred.
• Two to four years (or more) of progressively more responsible experience using computer hardware and software applications pertinent to Beacon is desirable.
• Candidates must also have demonstrated the ability to successfully perform the following tasks:
  • Provide project management for small to medium-sized projects.
  • Provide analysis and research to solve complex problems.
  • Exercise judgment within generally-defined departmental procedures and practices.
  • Negotiate agreement and commitment among project participants.
  • Provide input and participate in process re-design and documentation within IS and with user departments.
  • Assist with negotiations with vendors and customers on service level agreements.
  • Conduct thorough quality assurance with documentation.
• Demonstrated proficiency in one generally used operating system and have basic skills in a second.

Knowledge & Skills

• Requires functional knowledge of all aspects of computer operations in a 24x7x365 systems environment.
• Requires advanced knowledge of Windows NT, Windows 2000, Windows 2003, Windows XP, and UNIX. Also, must have knowledge of input and output devices.
• Requires successful system administration experience in a heterogeneous environment.
• Requires the well-developed analytical and organization skills required to identify problems and deliver solutions.
• Requires the ability to elicit cooperation and support from other staff.
• Requires well-developed communication skills, both verbal and written.
• Requires the interpersonal skills necessary to deal effectively with customers, vendors and IS staff. A strong customer-service orientation is also required.
• Requires project management and process improvement skills.
• Requires an understanding of the problems that technology creates and the ability to work with current trends to provide viable solutions.

Working Conditions

• Works in an office environment.
• May need to vary days and hours scheduled, including working evenings as determined by the needs of the department.
• Working conditions are generally good, but there may be some discomfort due to noise from the computer equipment and temperature due to the air conditioning requirements of the computer room.
• May experience some mental/visual fatigue due to continued use of computer equipment.
• Requires the ability to work a flexible schedule. May be asked to work different shifts to fill in as needed for go-live support, vacation/sick leave, or planned/unplanned outages.

Physical Demands

• Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time, lift, hold or carry objects weighing up to 30 pounds, etc.) to perform the essential functions of the position.