IS Site Support Manager

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope’s translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution. AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope’s specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation’s “Best Hospitals” in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California, Arizona, Illinois and Georgia.

The Manager, IS Site Support serves as the primary IS representative to one or more hospital facilities and is responsible for client satisfaction. The position is expected to consistently provide excellent customer service, as well as represent employee needs and goals within the organization to ensure quality. In addition, the Manager, IS Site Support will build strong consultative relationships with Managers and Directors at the site and interact regularly with the facility senior executive team.

The Manager, IS Site Support will provide leadership for the planning, operations and problem-solving for the on-site IS Stakeholders. Additionally, the Site Manager will oversee the productivity and output of the on-site IS Stakeholders and ensure adherence to published service level agreements and standards. Oversees the activities and personnel associated with providing IS services to clients by identifying, prioritizing, and confirming resolution of reported problems.

The manager assists and advises in development and setting up of long-range plans and goals for the on-site IS environment at the hospital. This position is also responsible for overseeing all support incidents, including priority one tickets and escalations related to the assigned interactions or problems with the objective of the Site Manager and team to resolve these tickets within a defined timeframe by using standard processes; ensuring all service level agreements and customer satisfaction goals are achieved. Production support includes, but is not limited to, root cause analysis, escalation, reporting, tracking and resolution of all service issues with a continual focus on high availability.

The Business Analyst responsibilities include reviewing, analyzing, and evaluating user requests for enhancements, new applications and process improvements for a solution driven result enterprise wide. The role is responsible for business process analysis, standard documentation of requirements, support & problem solving and communication of changes in applications. The role will partner with the other IS teams that are subject matters experts on our business applications.

Education/Experience Level

• Bachelor Degree in Business Administration, Management, or Information Technology preferred
• 5+ year experience in client relationship management and Service Desk management
• Experience in a healthcare environment
• Project management knowledge and skills

Knowledge and Skills

• Proven Account Management skills required in order to create, maintain and enhance customer relationships
• Ability to assist all levels of the organization with their technology needs
• Motivated, goal oriented, persistent and a skilled negotiator
• Excellent organizational, communication and problem solving skills and able to manage multiple initiatives
• Can conform to shifting priorities, demands and timelines through analytical and problem solving capabilities
• Needs to have a solid understanding of appropriate business workflows, and package system implementations.

Pay Range

Placement within the identified pay range is based on individual and market factors including, but not limited to, experience, education, credentials (including licenses and certifications), geographic location, market competition, skill set (including market availability of required skills), assigned/anticipated job tasks, and level of responsibility. These factors are considered without regard to an individual’s status as a member of any protect group pursuant to federal, state, and/or local law.

City of Hope’s commitment to Diversity, Equity, and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities. Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds, and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding. We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds, and perspectives; this is reflected in our work and represented in our people.

Visit: Jobs.cancercenter.com to begin your journey.