CAREERS

JOB TITLE:

IT Program Manager

​Department:
Administration
Report To:
Director of Operations
​FLSA Status:
Non-Exempt/Hourly
Location:
Remote & In-Office, some travel to office sites required (most commonly - Omak, Okanogan, Twisp, Moses Lake, Wenatchee)

Primary Accountability​

The IT Program Manager will be responsible for building assigned applications, managing applications and advising the Advance senior leadership team about necessary or strategic personnel additions to the IT team and infrastructure. The IT Program Manager will also provide backup support for the application portfolio managed by the IT Services Applications Team and work closely with system partners including, but not limited to Family Health Centers, Thriving Together North Central Washington and Action Health Partners. This person works as a lead member of the IT team supporting our front-line staff and leadership to build, maintain, test and train as needed to assure successful implementation of platforms, software and other elements of technology.  They serve as liaison between staff and external support teams for assigned applications. This position is also the primary contact between the supported customer (subcontracted agencies) and IT, and will manage the relationship, escalations, communication and regular updates. The IT Program Manager is also responsible for managing vendor contracts, task orders and escalations.  Advance expects that this position will be able to self-direct and work with minimal supervision on assigned projects and tasks.
​Primary Duties and Responsibilities
  • Serve as liaison with vendors and other teams within Advance. Lead system design processes, define system setup requirements and document system setup/educational materials for end users.
  • Maintain FAQ’s, Knowledge Base Articles and Help Desk specific documentation on all assigned apps that is accessible to end users within the organization and affiliated organizations.
  • Assist in documenting current work flows and work with appropriate staff as needed to determine needs and modifications to current IT systems.
  • Develop and utilize testing and communication plans; executes system upgrades as needed to ensure assigned applications are upgraded successfully.
  • Work with staff as needed to resolve issues and address user concerns.
  • Track and perform system change requests.
  • Maintain strong technical knowledge of current systems and knowledge of interactions between system components.
  • Perform system imports, develop reports and complete configuration changes.
  • Handle help desk tickets in a timely manner.
  • Identify, recommend, create and perform user security and maintenance standards and activities.
  • Adhere to all implementation requirements as per project plans and specifications, and adhere to all IT change control processes.
  • Develop and utilize testing and communication plans; recommend improvements to guidance to ensure proper testing is accomplished.
  • Consult with end users to evaluate system requirements, design strategies and prepare action plans to address issues.
  • Ensure system changes are communicated to all stakeholders and attend regular team meetings to improve system utilization.
  • Train individuals or groups as needed and provide system support for all identified issues and requests, including mentoring future IT team members.
  • Set and manage timelines related to assigned tasks, prioritize and communicate potential barriers and recommend alternate strategies. Utilize project management tools to document issues and status of assigned tasks.
  • Maintain HIPAA and 42-CFR compliance of systems where applicable and coordinate BAA’s with external agency partners. 
  • Other duties as assigned.
Supervisory Responsibility
​Direct reports of this position include: None at this time with plans to expand the IT team within the next 24 months. ​
Knowledge Skills and Abilities
  1. Strong IT administrative skills, including organizational, project management, and multitasking abilities.
  2. Financial acumen with expertise in budgeting, forecasting, and financial analysis.
  3. In-depth knowledge of IT systems, development, end user support and best practices.
  4. Quality written and verbal communication, with the ability to interact effectively with diverse team members.
  5. Strategic thinker with the ability to balance short-term needs with long-term organizational and system goals.
  6. Proficiency in Windows, Google Suites, and Microsoft Office Suite preferred.
  7. Experience with EHR or other electronic record keeping platform preferred.
  8. Report building experience preferred.
  9. Strong problem-solving and decision-making abilities.
  10. Strong understanding of IT systems, software development lifecycle (SDLC) and infrastructure projects.
  11. Excellent leadership, organizational, and time-management skills. 
​Education and Experience
​​
  • Bachelor’s degree in computer science, information technology, business administration or a related field. 
  • 5 years of work experience in and IT environment preferred.
  • 5+ years of experience in program or project management within IT or technology-driven environments.
  • Proven track record of managing large-scale, complex IT programs preferred.
  • Demonstrated experience managing vendors, working within a multi-site organization and familiarity with documentation platforms preferred.
  • Demonstrated experience working with diverse groups of people providing IT support services.