Systems Engineer I - Unified Communications (Clinical Communications)

Cincinnati Children's

4d•Onsite

About The Position

The Systems Engineer I plays a vital role in ensuring the systems that connect clinicians, patients, and care teams work flawlessly when it matters most. From nurse call and clinical alerts to RTLS and mobile communication platforms, this role supports the end-to-end workflows that enable timely responses, accurate location awareness, and uninterrupted clinical operations across the enterprise. Please Note: This role requires regular on-site presence at Cincinnati Children’s Hospital Medical Center, particularly during onboarding and training, with the potential for a limited remote component thereafter based on role requirements and operational needs.

Requirements

Bachelor's degree in a related field or equivalent combination of education and experience
0+ years of experience in a related job discipline

Nice To Haves

Exposure to clinical communication platforms and workflows such as nurse call systems, clinical alerts, RTLS (real-time location services), mobile device–based communications, and middleware integrations, with experience supporting or troubleshooting end-to-end workflows from device to network to application to end user, including alert delivery, location-based workflows, redundancy, and escalation paths.
Familiarity with healthcare environments where reliability, patient safety, and uptime are critical, and an understanding of how technology directly supports clinical operations.
Working knowledge of IP-based systems, including basic networking concepts, wired and wireless connectivity, and connected endpoints.
Experience following operational support processes, documenting troubleshooting steps, and contributing to system improvements through ServiceNow incidents, requests, or enhancements.
Demonstrated problem-solving mindset with the ability to think through issues, ask the right questions, and propose practical improvements to workflows, system configurations, or support processes, paired with curiosity and a willingness to learn complex, integrated systems and evolve clinical communication and RTLS workflows over time.

Responsibilities

Project management Participate in the design, development, and implementation of new and enhanced application requests.
Identify the appropriate resources needed to complete small projects.
Support the communication between internal and external parties on project related issues and developments.
Participate in developing and managing project plans.
Determine the scope and complexity of small to midsized projects.
Work with cross functional teams.
Analysis Participate in analyzing, designing, implementing, and maintaining moderately complex systems that greatly improves clinical care and patient management.
Support system testing.
Document testing outcomes.
Work to develop technical solutions.
Work to design, write, and prepare complete user and technical documentation.
Analyze existing documentation and provide corrections and enhancement.
Utilizes Development lifecycle process, operating procedures and documentation to implement and support system solutions.
Technical support Participate in providing technical support and problem resolution assistance for production and process issues.
Troubleshoot and decipher error messages.
Identify required resources to resolve minor to midsized issues.
Utilizes appropriate Change Control methods to implement system solutions.
Serve as a resource person for and as a liaison between Cincinnati Children's departments and Information Services.
Support departmental efforts to improve customer satisfaction.
Evaluate and monitor system performance and functionality to avoid potential issues as well as gathering information for future development needs or feasibility studies.
Participate in on-call support rotation and handle incident resolution, problem determination and resolution during that time.
Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support.
Adhere to and promote continual adoption of change management policies and procedures.
Model outstanding customer service behavior, including timely and effective follow-up with customers.
Always maintain CCHMC's service standards of being Courteous, Attentive, Respectful, and Enthusiastic team members, and Safe (CARES).
Professional Development Develop knowledge and professional skills through cross-training, literature and attendance at department meetings and vendor education.
Develop and maintain positive relationships, both internal and external to CCHMC.
Motivate people and encourage teamwork.
Work well with others and fosters a positive team environment.
Prepare oral and written presentations.
Conduct and participate in instructional seminars.
Develop expertise in several Cincinnati Children's computer-based systems.