Job Description
This role blends the proactive problem management and root cause analysis focus with the reactive nature of incident command. This role requires a comprehensive understanding of problem management and incident management processes, strong leadership, and excellent communication skills. Participates in developing and conducting QA reviews of assigned IT functions. Identifies, evaluates, and reports on process area effectiveness and provides continuous process improvement feedback to area management. Ensures quality objectives are met within prescribed timeframes.
Job Responsibility
- Plans, organizes, and conducts QA reviews for assigned functions/areas.
- Collaborates with IT area leadership to establish QA plans to effectively instantiate quality disciplines into all IT process areas; assists in the development of Quality Standards and metrics to measure the on-going activities within assigned process area.
- Enforces and promotes QA process frameworks, procedures, policies, and standards.
- Evaluates documentation to ensure completeness, accuracy, and compliance to standards.
- Develops and presents appropriately defined dashboards to report on the risk profiles of assigned initiative or process area.
- Assists in tailoring QA methodologies for applications with the IS organization.
- Liaises with Internal Audit reviews of IT initiatives and/or process areas, as necessary, and coordinates activities as defined by the audit/assessment scope.
- Recommends and implements new technologies, methodologies, processes, and procedures to support short and long term department goals.
- Develops and maintains professional relationships within IT and with organization leadership stakeholders; assigns the daily workflow of team members and provides input to performance appraisals.
- Operates under limited guidance and work assignments involve moderately complex to complex issues where the analysis of situations or data requires in-depth evaluation of variable factors.
- Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.
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Job Qualification
- Bachelor’s Degree required, or equivalent combination of education and related experience.
- 3-5 years of relevant experience, required.
Highly Preferred Experience:
- Problem Management Expertise: Demonstrable experience in problem management methodologies (e.g., ITIL), including proactive problem identification, trend analysis, and known error management. Experience defining, documenting, and implementing problem management processes.
- Root Cause Analysis (RCA) Skills: Proven ability to conduct thorough and effective RCA investigations using various techniques (e.g., 5 Whys, fishbone diagrams, Kepner-Tregoe). Experience identifying underlying causes of incidents and recommending corrective actions.
- Incident Management Experience: Practical experience managing incidents, understanding incident lifecycle, and coordinating technical teams. While not necessarily a primary Incident Commander, familiarity with incident command principles is crucial.
- Technical Proficiency: Solid understanding of IT infrastructure, applications, and their interdependencies. Familiarity with monitoring tools, logging systems, and performance analysis techniques.
- Analytical & Problem-Solving Skills: Strong analytical and critical thinking skills to identify patterns, trends, and anomalies in data. Ability to develop creative solutions to complex technical problems.
- Communication & Collaboration: Excellent communication skills (written and verbal) to effectively communicate technical findings and recommendations to both technical and non-technical audiences. Ability to collaborate effectively with various teams.
- Process Improvement Mindset: A proactive approach to identifying areas for improvement in processes and systems to prevent recurring incidents.
- Availability: Availability to work outside regular business hours and on-call as needed.
Highly Preferred Skills
- Proactively identifying and analyzing trends in incident data to identify potential problems.
- Conducting thorough root cause analysis investigations for major incidents and recurring problems.
- Developing and implementing corrective actions to prevent future incidents and problems.
- Documenting problem records, known errors, and workarounds.
- Contributing to the improvement of incident and problem management processes.
- Collaborating with incident management teams to ensure effective problem resolution.
- Communicating findings and recommendations to stakeholders.
- Participating in incident response efforts as needed, potentially taking on Incident Commander responsibilities in specific situations.
*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member’s base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).
The salary range for this position is $91,400-$158,100/year
Salary ranges shown on third-party job sites may not accurately reflect ranges provided by Northwell Health. Candidates should check Northwell Health Careers for accurate information and discuss salary/hourly details and our comprehensive benefits with a recruiter, if selected for an interview.
