Manager, IT Applications - Business Applications

Endeavor Health•Skokie, IL

49d•$59 - $91•Hybrid

About The Position

As Manager of Applications at Endeavor Health, you will be responsible for leading the development, testing, configuration, optimization, and implementation services of solutions specific to areas of responsibility. In this role, you will be responsible for the full life cycle management, from strategic planning, development, and maintenance to the launch of solutions and platforms. You will be responsible for identifying opportunities with the goal of reducing manual efforts, contributing to growth of the organization, promotion of patient and user experience and creating innovative solutions with operations. You will be developing and fostering strong working relationships with key stakeholders to align technology solutions to the goals of the system. Additionally, you will be responsible for promoting the consistent use of available tools, techniques, workflows, and platforms. The Manager IT Applications may be assigned responsibility for the strategic leadership, governance, implementation, optimization, and operational support of the organization's ServiceNow and Salesforce platforms. In addition to the core duties of the Manager IT Applications role, the incumbent is assigned direct responsibility for the strategic leadership, governance, implementation, optimization, and operational support of the organization’s Salesforce platform. While the primary focus of this role is the strategic and technical delivery of Salesforce, providing operational support and alignment for the organization's ServiceNow platform is a secondary, yet highly valued, responsibility.

Requirements

Bachelor's degree or equivalent work experience.
Three (3) or more years of experience in managing processes, applications, or systems in a healthcare setting or relevant related industries.
Two (2) or more years of leadership experience as defined as essential to the role.
Extensive experience leading Salesforce platforms in a large-scale enterprise or healthcare environment.
Salesforce Administrator, Advanced Administrator, Platform App Builder, or related certifications.
Strong verbal, written and presentation communication skills essential.
Solid understanding of information processing fundamentals and best practices.
Ability to manage multiple complex projects with efficiency.
Strong domain knowledge and interpersonal skills.
Ability to plan, lead and implement initiatives.
Personal and ethical accountability.
Demonstrated analytical and critical thinking for problem solving / issue resolution.
A lean towards curiosity, out of the box thinking and innovative.
Focus on people and active engagement in recruitment and retention.

Nice To Haves

Experience with the ServiceNow platform is highly preferred.
ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD) certifications are highly desirable.
Demonstrated experience with enterprise integrations, APIs, workflow automation, data governance, and platform modernization initiatives.

Responsibilities

Manages end-to-end activities for the assigned solutions portfolio and developing and leading teams for high-performance outcomes.
Provides support and guidance for solution implementation including planning, technical setup, building, testing, training, deployment, optimizing, and support.
Establishes relationships with domain leaders to understand strategic business needs and user needs; identifies business requirements to guide specifications for ease of business operations.
Lead or participate in governance committees to collaborate with key stakeholders about priority and workload.
Develops strong partnerships with other fellow leaders to identify synergies and opportunities for improvement.
Collaborates with vendors to ensure systems and solutions are achieving or exceeding the needs of Endeavor Health.
Contributes to activities such as: Capital and Operating budgets, policy and procedure development and adherence, talent management and acquisition, governance activities, and other duties as assigned.
Remains updated on latest technologies available in the market and promotes the implementation of relevant technologies. Participates in industry related organizations, such as HIMSS, CHIME, Epic UGM / XGM, VMWare World, as appropriate.
Collaborate and actively participate across functional components led by other leaders, ensuring overlaps and touch points are seamless, effective, and efficient and achieve measurable outcomes.
Manage service delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for assigned applications.
Participates in contract negotiation.
Develop, maintain, and execute the strategic roadmap for the Salesforce platform, ensuring alignment with enterprise goals, while providing collaborative guidance for the ServiceNow roadmap.
Oversee the complete solution lifecycle for Salesforce, including the design, configuration, development, testing, and deployment of new enterprise applications.
Lead the technical and architectural direction for Salesforce-centric initiatives, focusing on workflow automation, process improvement, and digital transformation.
Directly manage resources and partner vendors responsible for Salesforce administration, development, and support to ensure high-performance delivery.
Establish and monitor Salesforce-specific key performance indicators (KPIs), SLAs, platform adoption metrics, and user satisfaction measures.
Serve as the primary subject matter expert on emerging Salesforce capabilities, artificial intelligence integrations, and industry best practices.
Support the implementation and optimization of capabilities across Sales Cloud, Service Cloud, Experience Cloud, and associated integrations.
Assist with the optimization of ServiceNow capabilities as a valuable secondary function, specifically IT Service Management (ITSM), IT Operations Management (ITOM), HRSD, and CSM.