IS Applications Manager - Human Capital Management (HCM)

UMass Memorial Health•Worcester, MA

About The Position

The Information Services Applications Manager for Human Capital Management (HCM) is a strategic and hands-on leader responsible for overseeing the design, delivery, optimization, and support of Human Capital Management applications, with a strong focus on Workday. This role partners closely with Human Resources Operations Leadership, Information Services, and enterprise business stakeholders to ensure that HCM systems are reliable, scalable, and aligned with organizational goals. The manager will lead a high‑performing, solution‑oriented applications team, driving continuous improvement, operational excellence, and innovative technology adoption across the HCM landscape. Strong relationship management skills are essential for building trust, understanding business needs, and translating requirements into effective technical solutions. The ideal candidate brings deep experience in Workday configuration, implementation, and governance, as well as a solid understanding of Human Resources processes, including talent management, workforce administration, and employee experience. Experience in the healthcare industry is highly desirable due to its unique workforce, compliance, and regulatory requirements. Workday certification is considered a significant plus. This role is responsible for managing and developing a team and growing relationships with operational leaders to help drive the direction of department and organizational objectives.

Requirements

Bachelor’s degree or 8 years equivalent experience.
Epic/Workday/Application certifications or ability to achieve, as required by department.
Lean Green Belt certification or ability to achieve, as required by department.
5 years experience with enterprise platforms (EHRs/ITSM/ERPs).
Strong interpersonal skills with the ability to engage and motivate teams.
Strong leadership skills, the ability to drive process improvements, and a proactive approach to managing and resolving complex issues.
Team player with strong problem solving, time management and decision-making skills, ability to maintain a positive attitude and solution focused even in challenging situations.
Proactive and adaptable, with a focus on continuous improvement and innovation.
Able to serve as a mentor and leader throughout the organization.

Nice To Haves

Project Management certification (PMP/CAPM).
Healthcare experience.
Workday certification is considered a significant plus.

Responsibilities

Establishes and maintains effective working relationships with operational staff.
Proactively identifies barriers to completing work requirements and escalates issues as needed.
Adapts to shifts in the dynamic healthcare environment by assigning and prioritizing work effectively.
Understands and defines application road map for all critical applications.
Measures / ensures adoption of core technologies throughout the organization, engaging governance stakeholders as needed.
Monitors, recommends and ensures end-of-life systems are managed to maintain continuity for clinical and operational demands, allowing sufficient time for technology transitions if needed.
Plans for and oversees annual strategy for all portfolio optimization initiatives included under area of oversight.
Oversees the application upgrade process, including recommending new functionality to operational staff.
Leads discussions with subject matter experts, caregivers, and vendors to evaluate and configure application features.
Directs the configuration of application features and security settings and creation of support documentation, including test scripts and workflow diagrams.
Partners with clinical stakeholders and IS Shared Services to drive product selection and evaluate system functionality to ensure it meets customer requirements.
Actively learns and applies new skills to improve support for customers and coworkers.
Continuously advances knowledge of current products, including obtaining application certifications and staying updated on system configurations and emerging technology and industry trends.
Actively participates in professional development programs defined by department.
Monitors and engages in ticket triage process and analysis to determine the appropriate work stream.
Assists in scoping efforts for issue resolution.
Helps to monitor and meet service level agreements.
Identifies common trends and plans for / proactively addresses key drivers.
Directs the troubleshooting of application components within server configurations, including system services, interface jobs, and application settings.
Manages working relationships with third-party vendors to ensure the installation and configuration of software comply with UMMH standards and project specifications.
Manages work across various functional teams for cross-functional projects.
Monitors project scope and adherence to project management guidelines.
Participates or develops applications-related project plans
Escalates issues as needed to ensure timely resolution.
Participates in project estimation work.
Develops and enforces department procedures and standards, particularly for deploying and configuring applications and features.
Establishes and upholds build standards to ensure consistency and quality.
Oversees the on-call schedule and act as the primary escalation point for on-call analysts.
Manages employee workloads, create / establish KPIs / metrics and tracks overall performance for individuals and team.
Conducts annual performance reviews and support staff development. Develops and manages both annual performance goals and professional development plans in line with department expectations for team members.
Ensures accurate submission of time sheets and approves payroll.
Maintains appropriate staffing levels.
Conducts interviews and job searches.
Participates in the development and administration of the operating budget for the IS Applications department.
Helps staff stay engaged with their work and support their career goals.
Provides guidance and opportunities for professional growth and serve as primary mentor to team members.
Focuses on maintaining a happy engaged workforce.
Demonstrates high adaptability to dynamic responsibilities and evolving project requirements. Must be able to work off hours as needed and participate in an on-call rotation.