Integrated Solutions Availability Specialist

Overview

Salary range for this position is $103,355-121,596; Actual pay will be determined by experience, skills and internal equity.

POSITION SUMMARY: The Integrated Solutions Availability Specialist (ISAS) provides focused leadership for monitoring, measurement, and compliance in achieving consistent Integrated Solutions Service Excellence. This is embodied in a production environment that embraces, sets, and achieves high standards of service stability, reliability and performance that meet business needs/goals. This position works with clinical and business leaders to translate availability requirements and capabilities between business and technology terms. The Integrated Solutions Availability Specialist optimizes system availability by defining availability metrics, monitoring, and reporting organization performance on those metrics, and taking interventions to improve those metrics. This position serves as the primary owner and manager of the availability planning and process improvement. The Integrated Solutions Availability Specialist develops tools and techniques for service outage analysis, root cause analysis, and component failure impact analysis. In partnership with Integrated Solutions leadership, the Integrated Solutions Availability Specialist ensures service levels are met and monitors organizational performance against availability targets as defined in the service level agreements. This position is crucial in ensuring effective communication between the Integrated Solutions teams and Mission Partners/clients, particularly during outages. The Integrated Solutions Availability Specialist will play a key role in outage management, SPA metric reporting, change control processes, assisting with consolidated call center operations, and coordination with the ServiceNow admin team.

PRIMARY JOB RESPONSIBILITIES AND ACCOUNTABILITY:

Provides key oversight and process maturity leadership in the implementation and execution of processes with focus on organizational capability to deliver cost effective and sustained level of service availability.

Key participant in and provides organizational monitoring of the capability of the Integrated Solutions infrastructure to deliver a cost effective and sustained level of availability, reliability, maintainability, serviceability, and security as defined by the Service Level Management process.

Works with clinical and business leaders to translate availability requirements and capabilities between business and technology terms including defining the cost/risk model between different availability options.

Initiates and coordinates definition and use of solutions for consistent and continuous improvement in levels of availability to meet and anticipate business requirements.

Accountable for monitoring, leading, and improving change, release, and problem management processes to ensure process execution incorporates availability impact and risk analysis. Ensures proper utilization of ServiceNow tools and contributes to ongoing improvements.

In partnership with other Integrated Solutions leadership, ensures service levels are met and monitors organizational performance against availability targets as defined in the service level agreements. Defines availability metrics and monitors and reports organization performance on those metrics.

Identifies potential interventions to improve availability metrics and works with Integrated Solutions leadership to take appropriate interventions. Develops tools and techniques for service outage analysis, root cause analysis, and component failure impact analysis.

Assists with leading the operations of the Consolidated Call Center ensuring collaboration and communication across all divisions of Integrated Solutions

Serves as the primary communication conduit for all availability issues.

Develops and monitors work plans and serves as the project manager for improvement initiatives in the area of Availability Management.

Qualifications

REQUIRED QUALIFICATIONS: Education: Bachelors Degree

Experience: 1 year experience in communication coordination. 1 year experience with IT outage management.

Licensure/Certification: N/A

Other Skills/Knowledge: Excellent interpersonal and communication skills. Solid computer skills, including proficiency with Microsoft software. Strong analytical and problem-solving skills, with the ability to be detail oriented. Proficient in English, both written and oral. Strong customer service skills. Ability to work collaboratively in a fast-paced environment. Ability to identify and develop availability options based on business requirements including the cost of the different options.

PREFERRED QUALIFICATIONS: Education: N/A

Experience: Experience with key OSF technologies.

Experience with ServiceNow.

Licensure/Certification: N/A

Other Skills/Knowledge: Familiarity with healthcare technology management, including healthcare specific concepts, software, and practice. Knowledge of Change Control processes and procedures. Familiar with reporting and analysis. Strong project management background with proven track record in managing complex projects and programs.

OSF HealthCare is an Equal Opportunity Employer.