Operations Manager

Confidential Company  •  Olympia, WA

11 - 15 years experience  •  Professional, Scientific & Technical Services

Salary depends on experience
Posted on 08/10/18
Confidential Company
Olympia, WA
11 - 15 years experience
Professional, Scientific & Technical Services
Salary depends on experience
Posted on 08/10/18

CNSI a CMMI Maturity Level 3 company has established strong domain expertise in prominent industries, including Health, Defense and National Security, Government IT, Homeland Security and Transportation. We employ a world-class team of professionals all of whom have experience with large scale mission-critical IT implementations. CNSI is headquartered in Rockville, Maryland and we are on site in over 10 cities worldwide.


JOB DUTIES/RESPONSIBILITIES:


 Under administrative direction of the Chief Architect/Account Executive, directs, manages, and coordinates the activities and operations of a large Medicaid Management Information System (MMIS) system in a complex systems integration environment. Responsible for the overall system operations that are part of a MMIS solution.

General Role:
The individual in this position is expected to perform following functions:

Operations Management:


• Establish and maintain familiarity with all team related activities, evaluate client needs, goals and requirements to achieve overall objectives;
• Implement and actively participate in comprehensive project plans, status reports, proactive communications and post mortem reports;
• Determine client needs via regularly scheduled client meetings and provide consultative support when discussing current or upcoming projects
• Maintain and enforce Standard Operating Procedures, Protocols and Policies
• Attend operational meeting with customer and ensure compliance with contract SLA’s. Responsible for generating and reporting weekly and monthly SLA’s. Tracking service level objectives internally and map it to SLA’s
• Provides client management by prioritizing MMIS operational tasks, coordinating workflows and serving as a reference for the operational team;
• Assisting, leading and coordinating (internally and with customer) the operations and maintenance activities of the system.
• Assisting and Managing incident response internally and with the customer.


Leadership/Management:


• This position carries out supervisory responsibilities
• The responsibilities include interviewing and training employees, appraising performance, balancing work loads, addressing complaints and resolving problems. Lead by example & establish clear expectations; set direction and priority
• Ability to work well under pressure and meet tight deadlines.
• Strong organizational and project management skills, ability to effectively juggle competing demands, prioritize appropriately, and oversee multiple tasks simultaneously
• Strong technical understanding and/or experience with IT technologies
Communication and Customer Service
• Communication skills- Must have excellent oral and written skills and be able to facilitate sophisticated business and/or technical discussions with customer and internal team.
• Customer Service- Must have knowledge of customer service and customer service interactions, and demonstrated exemplary customer service skills.
• Communicates regularly to assess needs, develop service strategy, report milestones, solicit feedback internally and with customer Communicates regularly to assess needs, develop service strategy, report milestones, solicit feedback;
• Communicates regularly to assess needs, develop service strategy, report milestones, solicit feedback;
• Must have prior experience in implementing operational processes based on ITIL v3 or similar.
• Stay abreast of all active matters; Monitor potential deviations or problems closely and provide guidance to avoid pitfalls; Work on day-to-day matter tasks;
• Assisting and Managing subcontractors.
• Assisting and Supporting preparation of the annual budget including reviewing staffing, equipment, and supply needs based upon recent trends and planned activities; and managing expenditures after budget adoption.


Skill Requirements:


• Atleast 10 years of overall experience

• Minimum of 1-3 years’ experience in Healthcare IT Operations & Maintenance experience.
• Focus on MMIS (Medicaid Management Information Systems) will be a great plus
• Good understanding of ITIL, ITSM, Devops fundamentals
• Bachelor’s degree required, advanced degree a strong plus. Project Management Professional (PMP) designation a plus.
• Ability to work well under pressure and meet tight deadlines.
• Strong organizational and project management skills, ability to effectively juggle competing demands, prioritize appropriately, and oversee multiple tasks simultaneously.
• Strong technical understanding and/or experience
• Advanced knowledge and experience with all MS Office applications, particularly Excel. Extensive experience with industry leading support software or comparable applications.
• Strong written & interpersonal skills to effectively communicate with diverse audiences at varying degrees of expertise.
• High degree of confidence and energy underscored with strong leadership.
• Excellent customer service skills & strong understanding of IT systems and technology.

Job ID:1185

Not the right job?
Join Ladders to find it.
With a free Ladders account, you can find the best jobs for you and be found by over 20,0000 recruiters.