Director of End User Experience

2 weeks ago

Oklahoma City, Oklahoma, United States OU Health Full time
Job Summary

The Director of End User Experience will lead the strategy and execution of End User Computing technologies and Collaboration tools to enable employee productivity and contribute to the delivery of quality clinical care at OU Health.

Key Responsibilities
  • Design and deliver large-scale, complex technology programs with a focus on cloud and desktop virtualization, leveraging virtualization tools such as Citrix, Vmware, Azure, etc.
  • Contribute to OU Health's enterprise architecture by defining device, infrastructure, and application standards to support delivery of end user experience.
  • Enable efficient and modern ways of working for end users through the management and security of end user devices for remote end users.
  • Develop and design architecture and infrastructure roadmaps, implementation strategies, and transformation plans focused on the enablement of end users and collaboration.
  • Ensure that all devices comply with Cybersecurity standards through maintaining end user device patching schedules, consistently managing technical debt, and end user device inventories. Ensure quality support for Microsoft 365 tenant and associated services.
  • Manage Service Desk to maximize first call resolution and meeting of Service Levels.
  • Develop team members ensuring they can problem solve, think critically, and deliver services within documented SLAs.
  • Interact closely with OU Health's leadership team to understand enterprise priorities and support needs.
  • Participate in the IT governance process and decision making impacting enterprise priorities and strategies, specifically as it relates to the end user experience in support of these priorities and strategies.
  • Keep knowledge base articles and Configuration Management DataBase (CMDB) current.
  • Maintain effective relationships and communications with executives, department heads, and other key customers in departmental supported areas.
  • Collaborate with clinical, revenue cycle, finance, and business leaders as needed to improve application adoption and benefits.
  • Increases efficiencies of the Service Desk and End User Device Support team.
  • Provides effective management of and support for Service Desk, End User Support Services, and tools used to deliver high-quality customer service.
  • Promotes a customer-service-oriented support organization.
  • Resolves, proactively, issues encountered during and post system implementation, working with all levels of personnel within the organization.
  • Evaluates new technologies/software that may provide opportunities for solutions or new applications necessary to accomplish organizational goals, objectives, and strategies.
  • Ensures optimization of the team's resources through effective resource management.
  • Collaborates with other Business Leaders for planning and deployment activities to ensure high levels of Service Desk and End User Device Teams performance and integration with enterprise processes.
  • Works closely with HR, Finance, Security, Compliance, and Legal groups to ensure policies are upheld and budget commitments are achieved.
  • Establishes and promotes Service Desk and End User Support Services key performance indicators.
  • Complies with change management.
  • Is the IT sponsor accountable and responsible for any Service Desk and End User Support needed in support of implementations, as appropriate.
Requirements
  • Bachelor's Degree in Information Technology, healthcare administration required. An equivalent amount of education or experience may be substituted for minimum educational requirements.
  • Minimum eight (8) years end user experience design and implementation experience in a large, complex, academic health system and progressive responsibility in healthcare information technology or related industry.
  • Eight or more (8+) years of supporting end users within the healthcare academic medical center sector, including clinical and business stakeholders as well as patients.
  • Eight or more (8+) years of experience delivering IT services through virtualization; knowledge of VDI technology including VMWare and/or Citrix.
  • Prior experience with Microsoft suite of tools preferred. Acute and ambulatory setting experience preferred.
  • ITIL Foundation required.
Preferred Qualifications
  • Thorough understanding of Service Desk and End User Support IT functions.
  • Understanding of Project Management methodology based on project management principles.
  • Knowledge of process improvement methodologies.
  • Understanding of designing and managing enterprise architecture with a focus on delivering end user applications. Ability to migrate and/or managing cloud environments and enterprise cloud vendors such as Microsoft.
  • Knowledge of device management best practices and technologies.
  • Demonstrated ability to elicit, analyze, and communicate business requirements from multiple customers across disparate functions.
  • Understanding of integrated delivery systems of a large, multi-site academic health system.
  • Ability to exercise sound judgment and make decisions based on accurate and timely analysis.
  • Superior judgment, problem-solving, and cognitive skills.
  • Demonstrated knowledge and skills in assessing and mitigating risks through risk planning.
  • Demonstrated experience in business development and/or strategic and tactical planning and execution, including marketing, communications, and financial planning.
  • Knowledge of IT Service Management and ITIL key practices and concepts.
  • Ability to manage internal IT and outsourced vendors to meet service levels.
  • Exhibits strong interpersonal skills, demonstrating the ability to navigate the political landscape of the organization.
  • Capacity to deliver on deadlines while contributing to various stakeholders, projects, and business relationships at once.
  • Ability to work independently or as part of a team and thrive in ambiguity, remain cool-headed with curve balls, and withstand the tests of a dynamic environment with resilience and resolve.
  • Is motivated by achievement in the face of obstacles, and always aims to make the organization better.
  • Thinks in terms of creating enjoyable end user experiences, journeys, and products.
  • Is results-oriented, focusing on business value optimization and performance management.
  • Excellent verbal & written communications skills.
  • Strong presentation skills.

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