Manager, Application Portfolio Management (APM)

Make a difference, be happy, and grow your career with Nordic, a Best in KLAS IT Services firm solely serving the healthcare industry. We empower healthcare providers to leverage technology and realize digital transformation. All staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.

About the role

The IT Applications Manager oversees the design, development, optimization, and support of designated applications for Nordic's managed services customers. This role requires in-depth knowledge of application administration, the healthcare IT industry, and IT Service Management. The Manager provides leadership and oversight to all areas of responsibility, ensuring alignment with organizational policies, procedures, and business operations.

The incumbent will direct a team of application analysts in managing day-to-day activities related to the applications, partner with operational leaders to optimize clinical and operational workflows, and drive decisions supporting changes to integrated workflows, data collection processes, and reports. The IT Applications Manager ensures alignment of all application activities with cultural and clinical transformation objectives and manages resistance to change.

Responsibilities

• Lead by example and foster a spirit of teamwork with customers and within your team; engage and interact positively.
• Build and maintain a measurable and sustainable delivery model for meeting project demands and support activities with high-quality results.
• Champion standardization and collaborative decisions; promote adoption of best practices for customer software applications.
• Create and maintain a culture of accountability and innovation.
• Maintain knowledge of emerging information technologies, healthcare IT regulations, and software vendor developments to determine potential value for the enterprise.
• Understand current state and analyze future needs in your area of responsibility; use analysis to determine project activities, tasks, and schedules.
• Assist customers in ensuring project plans align with organizational goals.
• Promote development of and adherence to standards for managing team activities to increase efficiencies, quality, and customer experience.
• Provide scheduled and ad-hoc system support, including on-call responsibilities.
• Actively participate in a department model of skill and resource sharing; perform other duties as assigned.
• Assess implementation strategies and their impact on workflows and operations.
• Coordinate with application analysts on team activities, including oversight of application-specific issues, progress, and build status.
• Work closely with executive leaders to understand prioritization models for customers and key stakeholders.
• Coordinate with local market leaders on organizational change.
• Partner with clinical leaders at corporate and local levels to achieve optimal transformation.
• Develop in-depth knowledge of the software and serve as a bridge between end users and vendor implementation staff.
• Direct strategic communications with the vendor’s leadership team, analyze business operational impacts, and resolve outstanding issues.
• Partner with peers outside the organization to share and obtain process improvement knowledge related to software use.
• Approve significant changes requested for the system.
• Collect information on emerging trends and challenges in the healthcare industry.

Requirements

• BS/BA in Engineering, Information Systems, Clinical Informatics, Medicine, or a relevant field (or 7+ years of experience without a degree).
• 5+ years of experience as an application analyst, project manager, informaticist, or infrastructure specialist supporting healthcare IT applications.
• Strong people management and coaching abilities.
• Demonstrated understanding of IT Service Management and ITIL framework.
• Strong knowledge of best practices and standards in your primary area of responsibility.
• Ability to implement and hold others accountable for sustained high-quality results.
• Experience coaching and mentoring teams and individuals, including job performance reviews.
• Ability to understand complex technical concepts and communicate them to a non-technical audience.
• Ability to navigate shifting priorities, demands, and timelines in a fluid environment.
• Experience managing projects and leading effective meetings.
• Ability to identify, hire, and train top candidates to build your team.
• Excellent verbal and written communication, especially around policy, audits, and governance.
• Ability to align and motivate key process stakeholders, including nurses, physicians, and other clinical/administrative staff.
• Demonstrated workflow process analysis and design experience.
• Willingness to travel throughout Virginia, South Carolina, Ohio, Kentucky, and other states as needed (not to exceed 10% of the time).
• Required to drive to off-site locations, occasionally in adverse weather conditions.