IS Team Lead (AMC Conference Center)

About the role

The IS Team Lead, AMC Conference Center, reflects the mission, vision, and values of Northwestern Medicine, adhering to the organization’s Code of Ethics and Corporate Compliance Program, and complying with all relevant policies, procedures, guidelines, and regulatory standards.

The Information Services Team Lead provides guidance and coordinates the activities of cross-functional operational support and project teams, typically consisting of 3 to 10 individuals, including Information Services analysts, operations department experts, and vendor/contractor specialists. This role manages the selection, installation, configuration, conversion, implementation, and support of systems (both hardware and software) in accordance with NMH technical and application standards, while following capital and operating expense policies. Implemented systems must effectively support the business requirements of the targeted user community.

Northwestern Medicine Information Services drives innovative, high-value solutions to transform healthcare by providing exceptional service to patients, guests, and internal clients. The team ensures systems work seamlessly to support digital transformation strategies, advanced technologies in clinical and administrative areas, and modern infrastructure.

Responsibilities

• Act as the lead audiovisual expert for the AMC Conference Center, collaborating between technical and coordinator teams and clients to oversee all technical aspects of production and ensure client goals are met.
• Manage the long-term maintenance of all audiovisual equipment, equipment lifecycle schedules, and vendor relationships in partnership with IS.
• Work audiovisual technician shifts as necessary, based on daily event volume and staff availability, which may include evenings and Saturdays.
• Manage all types of information systems projects, including preparing project plans, estimating timeframes and resource requirements (personnel and budget), and obtaining project approvals.
• Identify required skill sets, assign project tasks, and ensure successful task completion and staff development.
• Produce project status reports and manage project teams, including clients, vendors, consultants, and IS staff.
• Ensure established design and quality standards are maintained, and IS guidelines are followed for system testing, documentation, and training.
• Provide the highest level of technical and analytical expertise to support the development, implementation, and ongoing utilization of application systems.
• Understand current business operations of client departments and work with them to select, configure, implement, and support effective system solutions.
• Ensure appropriate support documentation is completed and available.
• Provide leadership in supporting installed systems to ensure they continue to meet client objectives.
• Monitor support demands (problem tickets, change requests, customer response) for trends and recommend improvements to increase customer satisfaction.
• Establish and maintain positive working relationships with clients while providing quality customer service.
• Manage client expectations, ensuring their understanding of application systems and their impact on departments.
• Develop professional and technical skills continuously.
• Guide teams in developing project plans, including task lists, work breakdown structures, resource estimates, and schedules.
• Conduct overall monitoring of projects in progress and coordinate project status reports for IS management and clients.
• Provide effective direction for assigned projects, anticipate roadblocks, and remove barriers to success.
• Work with client departments to develop project requests aligned with capital and operating budget processes.
• Facilitate IS team education on standard project initiation and approval practices.
• Assist departments with identifying project costs, quantifying benefits, and evaluating alternatives.
• Gain a thorough understanding of business operations and application systems to provide functional options that maximize system effectiveness.
• Work with analysts, management, and client departments to develop and achieve quality targets, including system stability, cost, and responsiveness.
• Provide expertise in application software, tools, and interfaces, understanding system interactions, network, and hardware.
• Assist clients in evaluating the operational impact of new or modified systems and recommend functional improvements.
• Manage client expectations using project planning documentation, reports, and presentations.
• Stay abreast of the latest software and hardware technologies through industry publications, seminars, and user groups.
• Escalate decisions regarding project plan modifications that significantly impact outcomes or require unplanned budget expenditures.

Requirements

• Bachelor’s degree or equivalent work experience.
• 5 years of relevant experience.

Qualifications

• Experience in leading Information Services projects.
• Experience in delivering formal presentations.
• Excellent verbal and written communication skills.
• Healthcare knowledge and/or experience.
• Knowledge of business areas, especially those represented on the team.

Benefits

Northwestern Medicine offers a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Benefits include:

• Tuition reimbursement and loan forgiveness.
• 401(k) matching.
• Lifecycle benefits.