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IT Systems Coordinator

2 months ago

Lancaster, Pennsylvania, United States Penn Medicine Lancaster General Health Full time

POSITION SUMMARY:

Under the guidance of the department director, this role involves the administration and oversight of the LG computer systems, focusing on the various implications and interactions between applications and business processes. This specific application requires a blend of technical, functional, and analytical skills, along with the ability to leverage the system for optimal benefits within the designated LG functional area. The incumbent will plan and coordinate unstructured activities related to system utilization. Responsibilities include system installations, maintenance, training, and user support within a defined application environment, ensuring a thorough understanding of the architecture and internal workings of the systems. This position also supervises projects, personnel, and all facets of system implementation and user support. The individual will define, promote, and guide outcomes, interactions, and communications.

Additionally, the incumbent will identify system potentials, integrate, organize, and execute follow-through on projects, tasks, and system issues while collaborating as part of a cross-functional team. Key responsibilities encompass the administration of core business systems or integrated computer applications that extend beyond a single department or system.

LOCATION: Lancaster, PA
HOURS : Full Time (1.0 FTE; 40hrs/wk) Day Shift; this position will involve on-call responsibilities and occasional after-hours work to support application break/fix resolution, enhancements, and upgrades.

ESSENTIAL FUNCTIONS: Qualified candidates must possess the ability (with or without reasonable accommodation) to perform the following duties:

Receive initial requests from customers or stakeholders, identifying expectations, scope, urgency, and defining opportunities and stated benefits. Collaborate with relevant parties to ensure that the various implications and interactions between applications and business processes for LG are identified and managed. Determine the necessary skills for successful implementation, complete baseline measurements for post-implementation reviews of benefits, and develop a detailed project implementation plan, charter, objectives, and mutually agreed-upon benefits with the System Administrator, User Management, IS Management, and Vendor. The project plan will include coordination/logistics to ensure appropriate hardware, software, devices, networks, training, and support are organized. Support and document implementation processes and system operations by designing and developing system tables, scripts, backups, recovery processes, and data conversion schedules. This includes providing support to achieve desired benefits and capabilities for the business: acting as a manager and liaison between vendors, IT Technical Services, and User Management on all application implementations, upgrades, and support issues. Analyze and create reports for customers based on user and business needs using LG business software tools. Design and develop training materials and plans to assess staff readiness. Review system functions and features, uptime/downtime, ensuring performance meets expectations and stability. Conduct regular ongoing reviews such as post-implementation stability and performance assessments; ensure systems function as intended. Provide timely responses by routinely triaging Level 1 and 2 problems, assisting with troubleshooting, obtaining problem details, correcting issues, or escalating to the appropriate level of support. Other ongoing support processes include: Establishing a routine maintenance schedule based on system and user needs. Maintaining a FAQ (Frequently Asked Questions) list. Conducting periodic benefit analyses to address business changes, application changes, or utilizing unimplemented functionalities. Planning application upgrades and managing budgetary obligations. Coordinating hardware and software acquisitions with IS technical staff and vendors to ensure alignment with current needs and growth. Tracking and prioritizing all enhancements and issues, ensuring the system operates in a manner that meets LG business objectives.

SECONDARY FUNCTIONS: The following duties are considered secondary to the primary responsibilities listed above:

Assist in developing user requirements, concept designs, and clarifying opportunities with a mutually agreed-upon set of requirements for solution selection and project plan development. This includes supporting the creation of a Business Plan (BP), outlining expected benefits, costs, risks, and timing for management decision-making and approval. Aid in the final selection, contract negotiation, and approval process by organizing BP, selection scorecards, and target implementation dates to ensure requirements are met and BP goals are upheld. Assist in developing the Business Impact Analysis (BIA) to ensure business continuity. Coordinate the implementation of hardware, software, networks, physical sites, training, and test environments for any implementation or process redesign aimed at enhancing workflow. Participate in on-call responsibilities as required. Other duties as assigned.

Additional support to Information Services, Project Leaders, User Management, and users may include:

Coordinating the development of a data conversion plan and executing the transfer of data from its original source to the new application. Troubleshooting Level 3 problems and developing processes for undefined issues, where root causes are unknown, or where entire systems are affected. Developing potential problem avoidance systems, process improvements, and redesigns.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

Bachelor’s degree in Computer Science, Business Administration, Engineering, or a Science degree with a focus on automation and process improvement; or an approved equivalent combination of education and experience. Three years of experience in systems problem-solving and analysis, application purchasing/development, program/system testing, and managing implementations and conversions. Two years of project management experience involving computer software implementations, daily operational support, and system performance review and evaluation. Two years of experience providing leadership and direction to users of computer applications. Two years of experience developing test and training plans. Two years of experience in medical or financial settings, depending on the specific System Administrator role being sought.

PREFERRED QUALIFICATIONS:

Two years of experience conducting meetings, preparing status reports, and supporting users/team members with problem-solving, developing/ coordinating with application vendors, or RFPs, RFIs, and SOWs. Two years of experience in assisting users and writing I.S. documentation is preferred.

This job description is not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It reflects the principal job elements essential for recruitment and selection, fair job evaluations, and establishing performance standards. The percentages of time spent performing job duties are estimates and should not be considered absolute. The incumbent shall perform all other functions and/or be cross-trained as determined at the sole discretion of management, who reserves the right to amend, modify, or terminate this job in part or in whole. The incumbent must be able to perform all job functions safely.

Benefits At A Glance:

PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees:

% Tuition Assistance at The Pennsylvania College of Health Sciences Paid Time Off and Paid Holidays Shift, Weekend, and On-Call Differentials Health, Dental, and Vision Coverage Short-Term and Long-Term Disability Retirement Savings Account with Company Matching Child Care Subsidies Onsite Gym and Fitness Classes

Disclaimer

PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law.