Lead, Customer Solutions

Req #: 240728Department: UW MEDICINE IT SERVICESAppointing Department Web Address: http://uwmitshires.uwmedicine.org/Job Location Detail: Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle.Posting Date: 11/01/2024Closing Info:

Closes On 11/08/2024Salary: $10,266 - $12,625 per monthLimited Recruitment: Open to Department employees onlyShift: First ShiftNotes:

As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, click here. UW MEDICINE IT SERVICES has an outstanding job opportunity for a Lead, Customer Solutions position.PLEASE NOTE: This position is open to current UW Medicine IT Services employees only. WORK SCHEDULE

100% FTE – 40 hours per week

Day Shift – UW MEDICINE ITS SERVICES CORE HOURS ARE 07:00 – 16:00 (PST), Monday-Friday DEPARTMENT DESCRIPTION UW Medicine IT Services (ITS) is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Medicine Primary Care (UWMPC), UW Physicians (UWP), UW School of Medicine (SOM), and Airlift Northwest (ALNW). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

POSITION HIGHLIGHTS

100% remote opportunity

Values-based work environment

Active departmental Equity, Diversity, and Inclusion Committee

15 days of vacation your first year – Also, 12 days of sick time, 1 personal holiday, and 11 paid holidays each year

100% matching, 100% immediately vesting 403(b) PRIMARY JOB RESPONSIBILITIES

Support the direction and priorities of the Manager by coordinating and overseeing operational activities and system maintenance and ensuring standard services are meeting appropriate targets

Lead a team of Developers, Analysts, and System Administrators in collaboration with customers, including gathering requirements and providing tailored solutions

Prioritize and distribute the workload throughout the team, manage the day-to-day workflow, and report to the manager the status of work assignments

Provide a point of escalation for operational and other service issues

Identify and propose service management improvements

Ensure solution quality, customer satisfaction, security, and scalability

Track tickets and lead the team through objective metrics

Provide advice, coaching, and mentorship to team on work techniques, best practices, and operational expertise

Serve as the Manager’s delegate to represent the team to customers, project managers, operational leadership, and organizational management REQUIREMENTS

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field or equivalent combination of education/experience

6+ years of experience should include:

1+ year(s) of formal mentorship for technology professionals

5+ years of experience working on software deployments, systems, and/or development

Demonstrated experience with either SQL or NoSQL databases

Knowledge of cloud computing platforms (AWS, Azure, Google Cloud)

Knowledge of containerization

Demonstrated experience with setting up and participating in Agile development methodologies like SCRUM and/or Kanban

Familiarity with version control systems (Git)

Track record of managing projects from conception to delivery

Strong communication, presentation, and public speaking skills

Experience with project management tools (Jira, Trello, Asana, Azure DevOps)

Strong ability to create and update project plans and timelines for projects

Strong ability to handle project conflicts, sudden changes to resources, and direction changes

Strong ability to speak to and lead both technical Developers and non-technical Analysts

Demonstrated experience setting up and updating technical documentation for non-trivial software systems

Can illustrate examples of innovation and vision

Knowledge of AI and AI usage patterns in a technical environment

Demonstrated experience with tickets and leading a team using analytic information from a ticketing system

Demonstrated experience speaking directly with customers and translating those customer needs and wants into technical requirements for developers ABOUT UW MEDICINE – WHERE YOUR IMPACT GOES FURTHER

UW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.Become part of our team. (https://www.uwmedicine.org/jobs) Join our mission to make life healthier for everyone in our community.University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.