Supervisor, Digital Experience

Overview

Responsible for the day-to-day operations of the Information Technology staff, professional development of the team, and HR duties (performance reviews, timecards and such). This position coordinates the team with design, development, testing, implementation and maintenance of new and legacy systems. It leads the staff in assisting customers in identifying systems solutions to meet functional needs, streamline operations, and ensure patient safety and confidentiality.

• Bachelor’s degree in healthcare, computer science, business, informatics or related field AND three (3) years of relatable IT experience.
• OR Associate’s degree AND four (4) years of relatable IT experience.
• OR High School Diploma or equivalent AND five (5) years of relatable IT experience.

• Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.

• This position may require additional certification in support of the responsibilities of the position, which will be provided by WVUHS Information Technology. Certification completion may be required within a defined period of time with formal certification of training completion.

• Experience in supporting day to day activities in the Information Technology department, with ability to lead a team to success in operations, projects and customer success.
• Technical experience could vary depending on department needs, including software development, application support, HL7 interfaces, and related areas.

The statements described here describe the general nature of work performed by people assigned to this position. They are not intended to be an all-inclusive list of responsibilities and duties. Other duties may be assigned.

• Leadership:
  Lead process improvements, assist Manager in hiring and staff development, ensure alignment with organizational goals, improve turnaround times, stay current with national healthcare and IT trends, provide guidance to internal teams and customers, coordinate customer rounding meetings for insights, complete employee evaluations, timecards, vacation, on-call schedules, etc.
• Problem Identification and Resolution:
  Oversee daily production problems, escalate follow-ups, develop and review test scripts, document issues per policy, diagnose and resolve unplanned outages, restore system availability.
• System Management:
  Evaluate operational performance, document incidents, complete service requests for highly complex systems, use reporting tools (e.g., reporting workbench, SQL, Excel macros), participate in vendor demonstrations, review budget accuracy.
• Project Coordination:
  Assist Manager with team assignments, determine work effort estimates and milestones, manage vendor tickets, remove project roadblocks, produce status reports, coordinate vendor calls and major upgrades, create test plans across workflows.
• Team Building:
  Onboard and train new hires, encourage collaboration, develop processes, lead team meetings, escalate to Manager as needed.
• Training &
  
  Education:
  
  Facilitate training, mentor staff, develop curricula, participate in strategic planning, guide system training environments.
• Specialized Analyses and Solutions:
  Perform complex analyses across platforms, propose solutions for performance and cost-benefit improvements, guide system process modifications and data structure updates.
• Policy Adherence:
  Follow WVUHS and department policies; manage day-to-day team operations, project leadership, and customer satisfaction.
• Applications Support and Deployment: HR/ER/Business Applications;
  Epic/EPIC-related clinical applications; leverage DB management and technical skills.
• Team Oversight:
  Manage backend infrastructure segments, upgrades, and budgetary planning; oversee teams handling servers, virtualization, Epic components, and security controls.
• On-going responsibilities include workload, payroll, career growth, and project leadership.

The physical demands described are representative of those required to perform essential functions. Reasonable accommodations may be made.

• Frequent walking, standing, stooping,…