Information Technology, Project/Program Management/Planning, Staff/Administrative
UW Medicine’s IT Services department is looking for an outstanding TSC Supervisor to join the team!
What are we looking for?
Patients Are First focus
Customer service mindset
Interpersonal skills and teamwork
Adaptability and flexibility
What are the perks?
Medical insurance at reasonable rates with TEN plans to choose from!
Dental Insurance at no cost to you OR your dependents…AND we have three plans for you to choose from!
10 paid holidays annually!
1 personal holiday every year!
Generous amounts of vacation and sick leave that you can feel good about taking (more than 5 work weeks in your first year)!
TWO Retirement plans to choose from – one even matches 100% of your contributions with immediate vesting!
Voluntary Investment program to save more towards your retirement!
Deferred Compensation program to save even MORE towards your retirement!
Flexible Spending Account!
Dependent Care Assistance program!
On-site childcare centers and other caregiving resources!
Life and Accidental Death and Dismemberment insurance!
Long Term Disability insurance!
Transportation Services Program that includes U-PASS options and other parking services!
Tuition Exemption program at the UW and other higher education instituations across the state)!
Housing resources and home buying options!
Engagement and Wellness programs!
Auto, home, renter, and boat group insurance!
Valuable membership and merchandise discounts!
Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!
For all of the specific details on these benefits, eligibility and more, please click here.
UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
In conjunction with UW Medicine IT Services (ITS) and UW Medicine executive leadership, the primary focus of the Technical Services Coordinator (TSC) Supervisor is to lead, mentor, and coach a team of Technical Service Coordinators, to support the UW Medicine’s service line in the Enterprise Managed Services and Infrastructure Enterprise Architecture group. Reporting to the Director of Enterprise Technology Services & Architecture, the TSC Supervisor must work closely with the TSC team, internal customers and other directors and managers. Frequent interaction occurs with other ITS team leaders for solving problems and coordinating workflow across systems.
Additional areas of Responsibility include, but are not limited to:
Ensure efficient workflow operation and communication within the team and the ITS organization
Manage technical projects
Assist internal customer is identifying technical requirements to solutions
The TSC Supervisor plays a critical role in overseeing operational infrastructure activities, ensuring they are thoroughly planned and well executed, so that negative impacts on patients, providers, the UW Medicine business, and IT Services staff are minimized at all times.
The Supervisor should have excellent interpersonal skills, be a good listener, and possess excellent written and oral communication skills. The incumbent must be technically conversant, yet able to translate technology concepts for people with non-technical expertise. The person in this position must be trustworthy, discrete, have high standards, and be very self-motivated. Flexibility, dedication, enthusiasm, and energy are key attributes. The Supervisor must have strong technical knowledge and skills to work collaboratively in a dynamic, demanding, and multifaceted environment. The Supervisor must be a team player for whom the ownership of ideas is less important than the result of the collaborative effort.
Leadership and Management (35%)
Lead, organize, and positively influence a team of professionals.
Instill UW Medicine and ITS vision and guiding principles to all staff; implement mission-oriented HR practices.
Promote an environment that is attractive to the employee and that facilitates the recruitment and retention of professional, technical, and support staff. This includes, but is not limited to, staff development, recognition, motivation, and communications.
Make hiring decisions and recommendations for separations, reclassification recommendations, salary adjustment recommendations, handle complaints and grievances as well as generally planning, assigning and approving the work of these positions.
Recruit, hire, train, coach, motivate, and manage performance of permanent, temporary, and contract staff.
Conduct performance evaluations and measuring on a regular basis, and other standard practices, consistent with all ITS teams.
Mentor and coach staff.
Provide functional and technical expertise to staff.
Establish and enforce technical and functional standards.
Ensure compliance with security and confidentiality requirements.
Promote, monitor, and support UW Medicine HIPAA policy and procedures.
Support a framework to be the employer of choice.
Develop a service-oriented work force with exceptional technical talent.
Ensure all employees understand the linkage to the mission and vision of UW Medicine and to the UW Medicine Patients Are First principles and adhere to the professional conduct policy of UW Medicine.
Develop the necessary tools to implement, enhance, and support ITS goals, priorities, projects, and programs.
Foster staff engagement.
Technical Project Management (30%)
Manage technical projects, including initiation, planning, executing, monitoring/controlling, and closing of projects. For example:
Detailed work breakdown structures (WBS)
Follow project management methodologies defined by ITS project management offices.
Report statuses as required to meet ITS requirements and State and University policies.
Deliver projects on time, within budget, at acceptable levels of quality. Ensure customers are satisfied.
Follow enterprise IT processes such as change management, architectural review and project readiness checks.
Provide detailed performance feedback to project team members and supervisors.
Problem resolution (e.g. systems, vendors, etc.)
Define technical requirements from functional requirements and interviews with appropriate project team members and/or stakeholders.
Meet regularly with project management team.
Perform role as resource manager for technical staff and other staff as directed.
Estimate level of effort and cost and provide support for long-range planning exercises.
Ensure technical quality is maintained by using IT standards, GOOD methodologies, and keeping within supportable technologies.
Comply with ITS architectural standards.
Operational Technical Coordination (20%)
Plan, execute and monitor larger operational activities such as (but not limited to) major operating system upgrades, hardware upgrades, middleware upgrades, database upgrades, application service packs.
Maintain a calendar of technical operational activities.
Coordinate and lead downtime planning and execution.
Evaluate, predict and correct resource contention issues.
Coordinate periodic vendor health checks.
Maintain periodic technical system performance metrics.
Initiate capacity planning exercises.
Perform activities with the least amount of service interruption.
Coordinate “task force” groups to manage complex operational issues.
Follow ITS standards for systems and processes.
Manage vendor and customer relationships.
Arrange and facilitate appropriate participation by facility operations staff in project activities.
Track and regularly report on progress and obstacles.
Identify and recommend appropriate staff and material resources.
Perform project management and administration for timely completion of projects.
Establish and maintain efficient workflow standards between this team and others within ITS
Related Duties (15%)
Participate in necessary weekly program planning meetings.
Define/monitor processes necessary to ensuring timely, high-quality delivery of technical services.
Lead in troubleshooting or problem-solving exercises.
Participate in weekly leadership meetings as required, communicating team activities to leadership and staff.
Maintain a high working knowledge of current and proposed technologies used within ITS.
Participate in continuous improvement exercises as defined within ITS and/or UW Medicine.
Track and report systems requests activities, including production support, backlog and completed requests. Aggregate all requests for technical resource needs and maintain a proactive resource calendar.
Plan for and assist in developing business resumption procedures and practices.
Define and maintain high quality documentation.
What you’ll bring to the table: (minimum requirements)
Bachelor's degree in Computer Science, Information Technology, Business Administration, Healthcare, or related field or equivalent combination of education/experience.
6 years’ experience must include the following:
1+ years’ project management experience.
3+ years’ experience of formally leading or supervising customer service-oriented teams with a history of delivering high quality products on time.
6+ years’ experience planning, coordinating, executing, and managing technical activities and senior-level technical experience in one or more of these areas:
Demonstrated experience with Windows and UNIX (preferably IBM AIX or Linux) systems.
Demonstrated experience with quality improvement processes.
Demonstrated experience with and certification of ITIL foundations and practices.
Demonstrated experience working with database technologies, preferably Oracle and SQL.
Demonstrated experience working with complex systems providing critical business functions.
Demonstrated skills in facilitation, effective meeting management, and agenda development.
Excellent analytical and problem-solving skills combined with excellent organizational ability and attention to detail.
Ability to quickly research, learn, and evaluate new technologies.
Ability to visualize global perspective.
Strong customer service principles with the ability to successfully multi-task.
Ability to work with minimal supervision both independently and as part of a team.
Demonstrated management and leadership capabilities with proven ability to influence in matrix environment.
Proven ability to make administrative/procedural decisions and provide guidance and leadership to staff
Strong working knowledge of PC desktop applications and general knowledge of PC equipment.
Ideally, you’ll also have: (desired skills and experience)
Previous experience in and knowledge of academic healthcare systems and/or operational environments.
Advanced degree (e.g., Master’s, PhD, etc.)
Experience with Epic Patient Access applications including Prelude, Cadence, Grand Central, etc.
Demonstrated ability to lead, facilitate and participate in cross-functional, cross organizational work groups to implement clinical information systems.
Experience developing, designing, and implementing healthcare IT projects as Technical Project Manager.
Project management certification (PMP).
Experience administering systems or databases.
Experience with EHR applications and technologies.
Experience with vendor management practices.
What are some of the other tidbits that you might want to know?
This is an Information Technology deadline-driven work environment.
The individual in this position is expected to work normal daytime hours. The majority of work is performed in an office environment during normal business hours; however, off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) in a timely manner on a 24x7 basis, as needed.
Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed.
Must work within the constraints of multiple technical environments.
ITS provides services to all UW Medicine organizations – HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
Will be required to be on call as needed.
Ability to communicate clearly in English, both verbally and in writing.
This advertised job posting may not include the complete official job description for the role.
Appointment of the successful candidate to this position will be made contingent upon a satisfactory outcome of criminal background checks.
The application process for UW Medicine positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process (i.e. Work Authorization, Criminal Conviction History, Cover Letter and/or others). Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin applying for a position, all assessments must be completed at that time. Please note that your application shows up in our system as ready to review regardless of whether or not all assessments have been completed. If the assigned Recruiter happens to review applications prior to all of your assessments being completed, there is a chance you could be 'Not Selected' due to an incomplete application. For this reason, we strongly encourage all applicants to ensure there is plenty of time to complete all of the assessments prior to clicking on “Apply to this position”.
Who are we and what do we do? UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, to provide outstanding primary and specialty care to the people of the region, and to prepare tomorrow’s physicians, scientists and other health professionals. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or click here to send an email.
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Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.