Description
Welcome to Montage Health's application process!
Job Description:
This role oversees the support, optimization, and continuous improvement of enterprise business applications and ITIL service management practices across the HIT Division. The Business Applications and ITIL Support Manager oversees a team responsible for implementing and maintaining business systems and ensures operational excellence through structured ITIL processes. The position also leads efforts in Incident, Problem, and Change Management oversight while maintaining effective
Responsibilities
• Facilitates solution identification and selection with business stakeholders.
• Develops professional relationships with external clients and internal team members.
• Actively participates in department leadership, project status, internal team meetings, and staff one-on-ones.
• Acts as a technical escalation point for staff, business/workflow escalation point for customers, and assists with the resolution of challenging or complex problems.
• Acts as a coach and positive role model for staff by establishing & maintaining a safe work environment that fosters IT best practices and embodies Montage values.
• Appropriately monitors and addresses performance issues, applying corrective or disciplinary action when needed.
• Effectively manages staff in compliance with established policies, procedures and legal guidelines.
• Works closely with senior management and Health Information Technology staff to determine strategy and priorities and to ensure the team is meeting business needs.
• Ensures that the team delivers required IT solutions based on priorities and communicates progress effectively to all stakeholders.
• Leads or participates in workgroups, committees, & projects. Involves all disciplines and necessary stakeholders in problem solving and optimization.
• Evaluates factors related to safety, effectiveness, cost, and social impact when developing and implementing information-handling technologies.
• Promotes the understanding and effective use of information technology across the entire organization.
• Must be proactive in identifying critical business, technical, and/or operational issues and then drive issues to closure.
• Improves the implementation, design, and maintenance processes for business applications by evaluating the adequacy of the tool sets and introducing new tools, techniques, and practices to ensure efficiency and productivity.
• Sets design, test, documentation, and implementation standards in accordance with HIPAA, cyber security, and other data management policies.
• Manager the support, optimization, and lifecycle of enterprise business applications.
• Manage a team of application analysts to deliver high-quality solutions and support.
• Champion the adoption, implementation, and continuous improvement of ITIL-aligned processes (Incident, Problem, Change, Configuration).
• Facilitate complex system upgrades as needed, ensure adequate testing, and rollout of enhancements in coordination with internal teams and vendors as needed.
• Oversee the design, testing, and execution of Disaster Recovery and Business Continuity plans for business applications.
• Serve as an escalation point for technical and service delivery issues.
• Monitor compliance with HIT policies and ensure alignment with operational priorities.
• Lead process improvement initiatives based on analysis of service data and feedback from stakeholders.
• Serve as chair of the Change Advisory Board and approve Requests for Change (RFCs).
• Ensure that staff comply with configuration Management policies, procedures, and audit requests.
• Collaborate across HIT and operational departments to drive user satisfaction, service maturity, and system performance.
Experience & Competencies
• At least 5 years of experience supporting complex IT systems in a healthcare environment.
• Supervisory experience in a technology or business systems environment preferred.
• Strong understanding of ITIL v4 framework.
• Demonstrated experience with enterprise applications, systems integration, and ITSM platforms (e.g., ServiceNow).
• Skilled in project planning, execution, and performance analysis.
• Adept at cross-functional collaboration and leading change initiatives.
• Excellent communication, problem-solving, and time management skills.
• Experience in technical documentation, process optimization, and team development.
Education & Certification
• Bachelor's degree is required; Master's degree is preferred.
• ITIL certification is preferred.
Equal Opportunity Employer
Salary Range (based on years of applicable experience)
$139,880 to $187,075
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Assigned Work Hours:
Full time (Exempt) day shift
Hybrid (Onsite & Remote) This role requires working onsite in the office 3 days per week, on Tuesday, Wednesday, and Thursday with the remaining days remote. Must reside in California and be within commuting distance to work location.
Position Type:
RegularPay Range (based on years of applicable experience):
$67.25to
$89.94Apply on company website
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