Senior End User Enablement Project Specialist

About Us

Mass General Brigham's board and systemwide executive leadership are making significant investments in enterprise data and digital health, enabling innovation and transformation in the delivery of health care, research, and discovery. By building out core digital and data capabilities, we are supporting the achievement of Mass General Brigham's mission to drive growth and innovation in inpatient, ambulatory, and digital care. We are at the start of this journey, and we are looking for talented individuals from across the nation to join us in transforming healthcare and in achieving the expected outcomes of this strategy: improved patient care, quality of care, patient engagement, and efficiency in the delivery of healthcare with excellence.



In the achievement of these goals, Mass General Brigham's data and analytic teams are working together to build a systemwide data ecosystem. We are leveraging both current assets and building new, integrated solutions to provide a holistic set of industry leading data and analytic capabilities, supporting Artificial Intelligence (AI), Machine Learning (ML), and real-time insights. Teams from Data and Analytics, Research Analytics, Clinical Data Science, and Information Systems are collaborating to build this new data and analytic ecosystem. To ensure success of this effort, Mass General Brigham is standing up a new Data and Analytics operating model with a goal of driving a level of standardization for data and analytic operations across the teams involved.



The value of investments in data and analytics were proven out during our response to COVID19 as these investments were leveraged to stand up new reporting and analytic capabilities to support executive and clinical leadership on managing the pandemic. Our broad data and analytic community have come together across Mass General Brigham 's 14 healthcare sites with shared urgency, delivering analytic tools to our system that drove timely insights in both clinical and operational domains, resulting in effective delivery of critical care and in organizational efficiencies during a time of reduced resources.

The Opportunity

The Senior End User Enablement Project Specialist will play a crucial role in the Mass General Brigham Digital Data and Analytics Team, focusing on optimizing service delivery and ensuring a seamless experience for end users of data and analytics products. This role involves managing intake requests, overseeing change management initiatives, and developing communication strategies to standardize processes across the organization. The Project Specialist will also lead training efforts to enhance the use of data and analytics tools, collaborating with cross-functional teams to ensure smooth project execution, stakeholder engagement, and continuous improvement. Adaptability and strong communication skills are essential as the team aligns with evolving strategic goals.

The Senior End User Enablement Project Specialist will:

Project Intake Management: Lead requests across the entire intake lifecycle, ensuring seamless coordination across platform teams to assess and scope requests, and proactively communicating status updates to senior stakeholders.

Change Management Development and Execution: Design and implement a tailored change management strategy for data and analytics platforms and enterprise products.

Communications Framework Development and Execution: Develop and maintain a robust communication framework to support efficient information sharing across teams.

Training on Data and Analytics Tools: Organize and deliver training sessions on data and analytics platforms, tools, and best practices across the organization.

Collaboration and Communication: Partner with platform, operations, and support teams to optimize information flow, troubleshoot challenges, and enhance communication and training practices.

The work is rapidly evolving, and the Service Operations Project Manager must be able to operate in an agile manner and respond to notable change within Data and Analytics as teams evolve to the new strategic plans.

The Service Operations Project Manager will report to the Manager of Service Operations & End User Enablement. \

Roles and Responsibilities:

Change Management Development and Execution:

* Design and implement a technical change management approach tailored to the needs of the data and analytics platforms and enterprise analytic products.
* Collaborate with stakeholders across technical, business, and support teams to ensure alignment and smooth execution of the change management process.
* Drive the change management process by establishing best practices, timelines, and performance metrics to monitor progress and adoption.
* Facilitate training, awareness programs, and cross team engagement initiatives to promote change readiness and successful transitions.

Communications Framework Development and Execution:

* Develop and maintain a communications framework that supports efficient information sharing across platform teams.
* Standardize communications processes for both planned and unplanned events, ensuring timely and transparent updates to all relevant stakeholders.
* Coordinate daily communications related to platform updates, incident management, maintenance events, and other critical operational matters.
* Manage and drive communications for planned events such as system upgrades, migrations, and scheduled maintenance, ensuring all stakeholders are informed and prepared.
* Lead the communications response for unplanned events, including incidents, outages, or disruptions, providing clear and consistent updates throughout the event lifecycle.
* Develop post event reviews and communications to improve transparency and future preparedness.
* Contribute to or develop internal newsletters, highlighting key updates, successes, new initiatives, and insights from platform teams.
* Collaborate with leadership and platform teams to gather and share relevant information that fosters engagement and keeps the organization informed of important developments.

Data and Analytics Training:

* Organize, plan, and drive training sessions related to data and analytics tools, platforms, and best practices across the organization.
* Identify training needs and partner with subject matter experts to develop and deliver tailored content for various teams and roles.
* Develop training materials and resources, including documentation, presentations, and handson workshops, to facilitate the effective use of data and analytics tools.
* Monitor and evaluate the effectiveness of training programs, gathering feedback to continuously improve content and delivery methods.

Intake Management:

* Oversee the lifecycle of data and analytics project requests, from submission and prioritization through to handoff and delivery by appropriate teams.
* Serve as the primary point of contact for the MGB Data and Analytics community, managing requests and coordinating with platform teams to assess, scope, and deliver solutions.
* Ensure a positive end-user experience by providing frontline support for new requests and enhancements to existing data products and services.

Qualifications

* 8 years relevant experience in Data and Analytics, Healthcare and / or aligned field
* BA/S required; advanced degree preferred
* Working knowledge of SQL and Business Intelligence tools, such as Business Objects, Microsoft Power BI, Tableau or others preferred
* A solid foundation and experience in working in a complex healthcare environment is required
* Experience with Agile and Scrum preferred
* Deep consultative experience with demonstrated ability to translate business needs into technical programs which deliver genuine business value
* Experience in planning and leading cross team meetings, facilitation and presentation is required
* Strong record of accomplishment of operational excellence in delivering products on time, in matrixed environment
* Epic experience is desired
* PMP or other PM certification is a plus
* A combination of education and experience may be substituted for requirements

Skills for Success

* Ability to manage cross functional collaboration, projects and communications across various teams.
* Coordinate with diverse stakeholders, communicate clearly, resolve conflicts, and facilitate teamwork to ensure smooth project execution and alignment.
* Ability to work effectively in a complex and agile environment while remaining flexible and adaptable
* High energy, high impact, team-oriented professional that builds strong working relationships
* Excellent consultative skills, understanding business needs and translating those needs to technical requirements. Clear communication to business and technical leaders
* Practices effective communication and listening skills; ability to facilitate meetings, ask key questions and act on follow-ups
* Demonstrates logical, rigorous, and analytical problem-solving/critical thinking approaches
* Proactive and aware of critical dependencies; manages to deadlines and follows through on commitments
* Ability to independently manage ambiguity, embraces latest information and learnings as they arise
* Builds relationships with stakeholders by demonstrating trust and expertise
* Demonstrates fiscal responsibility by effectively using Mass General Brigham resources

Hybrid Working Model

* This position is hybrid: onsite 1-3x a week, and remote, with the expectation of being within a commutable distance for regular onsite work at the Assembly Row offices on a set cadence.
* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
* 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