The position serves as a liaison between DIVACO and IT on the design, testing and implementation of key applications that support critical business processes. This position is responsible for the management of multiple complex projects which meet major divisional and enterprise priorities. This position also manages the data collection, analysis, and reporting of information to measure key processes within the division.  Additionally, this position collaborates with business stakeholders to develop or modify internal processes, as well as contribute to the establishment of, and compliance with, department and enterprise policies and procedures.

INDMP 

#LI-Hybrid

• Manages a variety of ACO applications that support the core business across the continuum of the accreditation/certification processes (pre-survey, post-survey and intracycle processes); ensures that applications and their associated business processes meet operational needs. Includes gathering, documenting and communicating detailed requirements for IT, as well as documenting workflow procedures, conducting data modeling, and designing application enhancements. Responsible for:
  • Serves as Subject Matter Expert on all aspects of how an application works, includes the following: demonstrates an understanding of business processes that are integrated into an application across all programs and product lines; demonstrate an understanding of underlying technical processes that support the application, provide assistance/guidance to internal staff (i.e., Account Executives, Business Development, Field Staff, etc.), along with creation and maintenance of resource documents.
  • Responsible for implementing changes into applications, by translating business needs into documented requirements, including applying User Experience (UX) best practices.
  • Serves as first line of technical support to: Troubleshoot end user issues and prioritize bug fixes, develop temporary work arounds, communicate to impacted users and develop mitigation efforts, as needed
  • Understand the Business Rules for all programs, which determine length and type of surveyor appropriate for an event; also includes facilitation of a cross-divisional committee that manages changes and seeks appropriate approvals prior to implementation. 
  • Assists in special handing of key accounts, by serving as SME to applications and their processes, as well the ability to customize the application to the needs of a corporate or governmental customer.
• Participates in Enterprise Strategic Projects, including new product development teams, by supporting development life-cycle activities, implementation, and post-launch support.
  • Assists in creating solutions related to the project; includes changes to application and associated business processes, managing stakeholder expectations, managing timelines of changes needed to support the initiative, conducting systems testing and approving changes for implementation.
• Serves as a Subject Matter Expert for policies that are integrated into applications:
• Leads user acceptance testing and analyzes results to make critical decisions regarding promotion of key business applications. This includes the development of test cases, management of testing team, coordination of testing across application teams, and validating the accuracy and consistency of data used in the accreditation process.
• Trains staff (Account Executives, Business Development staff, etc.) and external customers on functionality of system updates and business process changes. As needed, creates and distributes written training materials and standard operating procedures; serves as a trainer in large team meetings, small group settings or one-on-one direct mentoring; and provides refresher education sessions to staff on the important topics. 
• Leads or co-leads application redesigns and new application development, including budgeted multi-year initiatives.
• Develops and manages data reports for internal management and senior leadership, as well external requestors, as needed. This includes analysis on organization data, application-specific data, performance trends, etc.
• Utilizes creative thinking and problem-solving to effectively and efficiently meet the needs of ACO. Demonstrates an understanding of business policies and procedures as well data modeling, process-flow modeling, data analysis, and application/system integration.
• Serves as project manager for special projects, as needed. Creates and maintains project status reports to keep management informed about progress of assigned projects.

• Bachelor’s degree required.
• 1-3 years’ experience in business operations.
• Familiarity with Joint Commission business systems, such as Central Office, Intracycle Monitoring (ICM), Eapp and Joint Commission Connect, is preferred.
• Familiarity in data analysis, including proficiency in analytic tools such as Microsoft PowerBI, Excel, etc., is preferred.
• Demonstrates a combination of business knowledge and technical expertise with strong analytical and problem-solving skills.
• Practical experience in a position that requires project management skills, including the ability to plan, organize, and synthesize activities that involve a wide range of individuals.
• Excellent organizational, analytical, critical thinking, facilitation, and communication skills. Interpersonal skills to interact effectively with individuals both senior management and staff levels both inside and outside the organization.
• Capable of preparing and delivering presentations to upper management.
• Capable of managing work on multiple large-scale projects at once
• Familiarity with agile technical product development recommended.
• Must be available for evening and weekend promotions.

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. The description is not an exhaustive list of all duties, responsibilities, knowledge, skills, and abilities, and working conditions associated with this position. All requirements are subject to possible modification and reasonably accommodate individuals with disabilities.