System Manager-Technology Adoption & Support

J  o  b    D  e  s  c  r  i  p  t  i  o  n

          Joy                         Care                      Competence                    Respect

Position Summary

The System Manager–Technology Adoption & Support leads the development and execution of strategies to help colleagues effectively adopt and utilize clinical, business, and productivity applications. This role oversees user enablement programs, including site support, enterprise application training, the Super User Program, digital adoption, workflow reinforcement, change readiness, and ongoing proficiency development. By collaborating with operational, clinical, and technology leaders, the manager aligns organizational priorities with scalable learning and adoption initiatives. Utilizing user experience and application data, the position identifies barriers, drives interventions, and enhances workforce productivity and application value. This leadership role promotes an accountable, service-focused culture rooted in HSHS core values of Respect, Care, Competence, and Joy.

Bachelor's degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field is required.

High School Diploma or equivalent and five (5) years of relevant experience in information technology, healthcare, or management related fields may be considered in lieu of degree.

A minimum of three years of progressively responsible experience in supervisory, team lead, or demonstrated leadership roles is required. This experience level must be in addition to the experience required in lieu of a Bachelor’s degree if a candidate does not meet the educational requirement.

Epic certification in Epic ClinDoc, Epic Procedure Orders or other Epic module is preferred.

Ability to lead and manage geographically distributed colleagues with a high level of emotional intelligence, accountability, and customer focus.

Ability to prioritize competing demands, coordinate resources across multiple sites, and respond with urgency to issues affecting patient care or critical operations.

Strong analytical and problem-solving skills with the ability to use service data, trends, and customer feedback to improve performance.

Ability to coach, mentor, and develop colleagues and provide meaningful performance feedback.

Ability to build effective relationships with ITS teams, operational leaders, vendors, and other stakeholders.

Leads the daily operations of the Site Support Specialists, including workload assignment, prioritization, scheduling, site coverage, and escalation management.

Establishes and monitors service expectations, productivity standards, and customer experience outcomes while evaluating, customer feedback to identify opportunities, address gaps, and drive continuous improvement.

Maintains effective communication through regular colleague interaction, team meetings, performance observation, and timely communication of policies, procedures, priorities, and organizational updates.

Partners with clinical, operational, facility, and ITS leaders to understand site needs, align local support with system strategy, and coordinate responses to technology issues and initiatives.

Provides oversight of the Super User Program, including program governance, role expectations, participant engagement, education coordination, communication, and partnership with operational and ITS leaders to support adoption and effective use of technology.

Leads the planning and coordination of training delivery for new technology implementations, upgrades, workflow changes, and ongoing optimization, partnering with operational leaders, application teams, and training resources to align content, timing, readiness activities and delivery methods with end user needs.

Maintains a consistent learning ecosystem that integrates instructor-led education, virtual learning, digital adoption tools, embedded application guidance, knowledge articles, office hours, and at-the-elbow support.

Monitors training effectiveness, adoption, learner feedback, and recurring support needs; identifies knowledge gaps and coordinates reinforcement, refresher education, and targeted follow-up to improve end user proficiency, workflow efficiency, and sustained use of technology.

Promotes standardized support processes, documentation, knowledge sharing, and consistent use of service management tools.

Proactively monitors industry practices and emerging technologies and recommends practical improvements to site support services.

Leads a team of colleagues in human resource initiatives including but not limited to; performance management; education and development; selection and retention; workforce planning; coaching and counseling; and supporting activities that promote colleague engagement and satisfaction. 

Leads or supports the financial resource functions including but not limited to; managing expenses; preparing, monitoring and executing within limits of the budget; monitors productivity standards; manages the purchasing process and all decisions related to the finances for the area of responsibility. 

Leads or supports change and process improvement initiatives including but not limited to; strives for standard, efficient and value-added processes; communicates a clear vision; influences and motivates others; and develops strong relationships with key stakeholders. 

The purpose of this job description is to provide a summary of the major responsibilities performed by colleagues in this position. Colleagues may be requested to perform tasks other than those specifically presented in this job description.  Variances in job duties performed may exist between facilities, and colleagues may perform other related duties as assigned to meet the needs of the organization.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

Physical, Mental and Environmental Requirements Category:

Leadership

Standing

X

Walking

X

Sitting

X

Lifting

X

20 lbs.

Carrying

X

20 lbs.

Pushing

X

20 lbs.

Pulling

X

20 lbs.

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Use of Hands/Dexterity

X

Talking

X

Hearing

X

Eye/Hand/Foot Coordination

X

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Other

X