At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The IS Program Lead, reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The IS Program Lead will be responsible for leading an Information Services teams’ program portfolio including the planning and performance of technical and non-technical initiatives that make up the portfolio. The ProgramLeader supports the organizational tools and methodologies set by the NM Project Management Office in addition to any additional organizational best practice, tools or methodologies. The Program Leader acts as a liaise between their manager and the departments (both internal and external) they support, providing guidance and direction to successfully execute within the program portfolio.

The IS Program Lead can assist in the budget management, contract management, and program communications of assigned programs and processes.

Northwestern Medicine Information Services drives innovative, high-value solutions to transform health care.

We are committed to supporting the relentless pursuit of better medicine by providing exceptional service to our patients and guests as well as internal clients across the organization. To ensure excellence, our team goes to extraordinary lengths to ensure that our systems work together seamlessly.

Northwestern Medicine understands that technology plays an integral role in shaping the future of health care. Information Services strategically supports the organization by:

• Leveraging AI, automation and rollout of advanced cyber controls that support digital transformation strategies
• Implementing advanced technologies in clinical and administrative areas
• Furthering development of the end user support model to help enhance modern infrastructure

Program Lead Key Responsibilities includes leading, driving and optimizing the Request and Knowledge Management processes within NM.

• Lead the design, adoption, implementation, standardization, maintenance, usage and governance for the Request and Knowledge Management processes across NM.
• Continuous improvement to identify opportunities to drive up self-service
• Provide input to create Request and Knowledge Management roadmaps aligning with strategic and organization goals.
• Regularly review and update process artifacts to align with business needs and ITIL best practices.
• Provide training and support to team members and other stakeholders.
• Collaborate with IT, HR, and other departments to align request and knowledge management processes with organizational goals.
• Act as a point of contact for escalations and complex issues.
• Define and track key performance indicators KPIs.
• Generate and distribute reports to analyze trends monitor performance identify areas for improvement and successful strategies
• Staying abreast with new features and functionality; and create plans to implement these improvements
• Advocate and communicate these processes to IS, NM, etc. via newsletters or announcements
  • Request Management Process:
    • Ensure that service requests are handled efficiently via the centralized service portal and meet established SLAs.
    • Work with technical teams to streamline and automate request workflows to improve user experience.
  • Knowledge Management Process:
    • Ensure that knowledge articles are accurate, up-to-date, and easily accessible.
    • Promote the use of Knowledge Management capabilities and utilize AI to increase self-service usage and drive best practices across the organization.
    • Identify trends, analyze knowledge base usage, AI searching results and feedback to continuously improve content quality.

Responsibilities:

• Assists with the support of the portfolio within their IS group.
• Assists in the organizational development and enhancement of program/process management competence.
• Establish and execute effective and efficient communication mechanisms which enable continuous exchange of ideas and information
• Ability to prioritize work and meet deadlines
• Support the development of senior level presentations that are related to initiatives.
• Participate in and/or support survey and specific research activities as well as subject matter related educational seminars and events.
• Participates in the NMHC capital and routine operating budget planning process.
• Provide leadership and guidance for the use of Agile Office or NM PMO standard tools and methodologies.

Required:

• Bachelor's preferred or four additional years of experience
• 5 years of relative experience

Preferred:

• Experience in leading Information Services portfolios
• Experience in delivering formal presentations
• Excellent verbal and written communication skills
• Healthcare knowledge and/or experience
• Knowledge of business areas, especially those represented on team
• Strong understanding of ServiceNow platform capabilities and modules.
• Excellent project management and organizational skills.
• Ability to analyze data and generate actionable insights.
• Strong communication and interpersonal skills.
• Leadership experience with the ability to mentor and develop team members.
• ITIL certification
• Experience supporting the Request Management module, Service Catalog and Knowledge databases
• Analytical mindset with the ability to use data to drive decision-making
• Experience in developing and implementing Request and Knowledge Management strategies.

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.