Description

Introduction

Are you looking for a work environment where diversity and inclusion thrive? Submit your application for our Lead Expanse ITOC opening with HCA Healthcare today and find out what it truly means to be a part of the HCA Healthcare team.

Benefits

HCA Healthcare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.

• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.

• Free counseling services and resources for emotional, physical and financial wellbeing

• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)

• Employee Stock Purchase Plan with 10% off HCA Healthcare stock

• Family support through fertility and family building benefits with Progyny and adoption assistance.

• Referral services for child, elder and pet care, home and auto repair, event planning and more

• Consumer discounts through Abenity and Consumer Discounts

• Retirement readiness, rollover assistance services and preferred banking partnerships

• Education assistance (tuition, student loan, certification support, dependent scholarships)

• Colleague recognition program

• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)

Note: Eligibility for benefits may vary by location.

We are seeking a(an) Lead Expanse ITOC for our team to ensure that we continue to provide all patients with high quality, efficient care. Did you get into our industry for these reasons? We are an amazing team that works hard to support each other and are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply!

Job Summary and Qualifications

The Expanse Corporate IT Command Center is staffed to ensure coverage (up to 24x7 during go-lives) to represent IT presence in the Expanse command center. This team will lead and coordinate activities with other IT groups and Business Partners in support of Enterprise Expanse Implementation.

The Expanse IT Operations Center Lead is responsible for leadership oversight, high visibility decisions, communications, and coverage of technical support for HCA ITG. Expanse ITOC Manager leads execution and facilitates decision making during the Major Incident Response Team processes, Critical Incidents and has the primary responsibility for ensuring resolution for issues impacting service or performance for our customers.

The Expanse ITOC Lead is part of a 24/7 rotation which has primary responsibility and decision making for proactive identification, triage, and resolution of all events, alerts, and incidents impacting application and infrastructure availability or performance for our customers during their shift. The manager will heavily focus on implementing procedures to proactively identify and resolve issues via tooling and automation. The Expanse IT Operations Center Manager is expected to be a vigorous client advocate and should implement and manage robust processes to ensure that events, alerts, and incidents are resolved within published service levels.

The Expanse ITOC Lead is responsible for the coordination of high-performing team members.

Expected engagements will be at the highest level of crisis response and critical impact to business services such as patient care and financials will be managed to absolute resolution. There will be continual leadership presence, communication and interaction with Corporate Executive Management as well as Lines of Business Executives during the response processes. Must present one’s self with the utmost professionalism at all times. Must be able to lead/influence Enterprise partners to reach a resolution in HCA’s best interest along corrective action. Decision making will have enterprise level impact along with remediation and fix-agent coordination.

This position is responsible for the coordination of HCA - ITG – Expanse Product personnel. This includes 24/7 after-hours and weekend support responsibility.

This position will be required to lead and influence multi-team environments, communicate effectively, make timely effective decisions at all levels of management. Must have an understanding of Corporate IT policies, procedures, and standards, as well as general knowledge of business systems environments and business processes of ITG customers.

Leading crisis / incident response will focus on restoring customer service. It requires an “own it” attitude and a focus that establishes an environment that encourages everyone to jump in and to rectify and remediate the issue at hand.

Major Responsibilities:

· Lead or facilitate managing resources to effectively conduct Major Incident Leader (MIL) responsibilities by Expanse ITOC product analysts. The MIL roles and responsibilities are extremely varied and include the following during a Critical or Major event (amongst others):

o End to end decision making and management of all IT major incidents, including:

o Assemble appropriate teams for remediation efforts.

o Initiate Leadership notifications and prompt updates/communications when appropriate.

o Leverage Technology to issue Enterprise-wide communications at the highest levels of leadership and establishing key stakeholder engagement

o Forming collaborative action plans with specific actions, roles and deadlines during the incident response, and ensuring these are completed

o Provide periodic major incident metrics reports.

o Organize conference bridges and assure coordination between IT and Business Partners

· Manage updates to and assure that program activities follow the incident & escalation framework.

· Maximizing use of current tools, reports and programs as well as using technological creativity and know-how to automate manual reporting/tools and development and creation of new reporting/tools.

· Work with Senior Leadership and Business Partners to provide data, insights and recommendations to build strategy around driving use of technology and tools by call center leadership.

· Collaborate with Senior Leadership to understand their data analysis needs, explain trends in data and actively drive further research and/or operational changes within IT to meet service goals, meet cost goals and provide our customers an excellent customer experience.

· Have a constant pulse on operational stability of applications and infrastructure; escalate issues appropriately.

o Monitor multiple communications channels (email, team chats, etc.) to provide help with communication breakdowns.

o Utilizing data from various dashboards (ServiceCentral, PowerBI, Splunk, etc.)

o Responsible for all appropriate alerting and monitoring response and triage.

· Provide communication for specific server patching windows, including:

o Oversee communications regarding monthly recurring weekend patch window.

o Monitoring for issues that arise during the patch window.

· Manage systems and tool training when in scope.

· Participate in root cause analysis, providing details identified during the resolution.

· Creates an environment that encourages information sharing, team-based solutions, and cross-training, to ensure effectiveness, efficiency and service excellence.

· Mentors Expanse ITOC product analysts in determining the most effective method of problem resolution.

· Supporting and nurturing process and knowledge base improvements.

· Practices and adheres to the “Code of Conduct” philosophy and “Mission and Value Statement”

· Trend data looking for ticket elimination or automation opportunities to continue to reduce work volume.

· Management of on-going compliance with published service levels

· Develop team metrics for staff development and SLA achievement.

· Provide staff members with continuous support, encouragement and feedback. Address performance or behavioral issues quickly and in accordance with HCA ITG policy.

· Create assessment to evaluate staff development and interviewing potential candidates.

· Continuously analyze Expanse ITOC processes, procedures and workflows to identify service gaps and/or waste.

· Implement process improvement initiatives that yield better alerting and monitoring

· Develop and implement process improvement initiatives.

· Evaluate and recommend new technologies that have the potential to improve the service experience.

· Performs other duties as assigned.

What qualifications you will need:

Education & Experience:

•

Bachelor's degree Information Systems

•

3+ years of experience in an Operations role

Licenses, Certifications, & Training:

•

ITIL Foundation certification

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Across HCA Healthcare’s more than 2,000 sites of care, our nurses and colleagues have a positive impact on patients, communities and healthcare.

Together, we uplift and elevate our purpose to give people a healthier tomorrow."- Jane Englebright, PhD, RN CENP, FAAN

Senior Vice President and Chief Nursing Executive

If you find this opportunity compelling, we encourage you to apply for our Lead Expanse ITOC opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are interviewing apply today!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.