University of Washington
LEAD, CUSTOMER SOLUTIONS
University of Washington, Los Angeles, California, United States, 90079
If you are using a screen reader and experience any difficulty accessing our web pages, please call 206-543-2544 or email UWHires and we will be happy to assist you.Job Location Detail:
Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle.Benefits:
As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position,
click here.UW MEDICINE IT SERVICES
has an outstanding job opportunity for a
Lead, Customer Solutions
position.PLEASE NOTE: This position is open to current UW Medicine IT Services employees only.WORK SCHEDULE100% FTE – 40 hours per weekDay Shift – UW MEDICINE ITS SERVICES CORE HOURS ARE 07:00 – 16:00 (PST), Monday-FridayDEPARTMENT DESCRIPTIONUW Medicine IT Services (ITS)
is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Medicine Primary Care (UWMPC), UW Physicians (UWP), UW School of Medicine (SOM), and Airlift Northwest (ALNW). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.POSITION HIGHLIGHTS100% remote opportunityValues-based work environmentActive departmental Equity, Diversity, and Inclusion Committee15 days of vacation your first year – Also, 12 days of sick time, 1 personal holiday, and 11 paid holidays each year100% matching, 100% immediately vesting 403(b)PRIMARY JOB RESPONSIBILITIESSupport the direction and priorities of the Manager by coordinating and overseeing operational activities and system maintenance and ensuring standard services are meeting appropriate targets.Lead a team of Developers, Analysts, and System Administrators in collaboration with customers, including gathering requirements and providing tailored solutions.Prioritize and distribute the workload throughout the team, manage the day-to-day workflow, and report to the manager the status of work assignments.Provide a point of escalation for operational and other service issues.Identify and propose service management improvements.Ensure solution quality, customer satisfaction, security, and scalability.Track tickets and lead the team through objective metrics.Provide advice, coaching, and mentorship to team on work techniques, best practices, and operational expertise.Serve as the Manager’s delegate to represent the team to customers, project managers, operational leadership, and organizational management.REQUIREMENTSBachelor’s degree in Computer Science, Information Technology, Business Administration, or related field or equivalent combination of education/experience.6+ years of experience should include:1+ year(s) of formal mentorship for technology professionals.5+ years of experience working on software deployments, systems, and/or development.Demonstrated experience with either SQL or NoSQL databases.Knowledge of cloud computing platforms (AWS, Azure, Google Cloud).Knowledge of containerization.Demonstrated experience with setting up and participating in Agile development methodologies like SCRUM and/or Kanban.Familiarity with version control systems (Git).Track record of managing projects from conception to delivery.Strong communication, presentation, and public speaking skills.Experience with project management tools (Jira, Trello, Asana, Azure DevOps).Strong ability to create and update project plans and timelines for projects.Strong ability to handle project conflicts, sudden changes to resources, and direction changes.Strong ability to speak to and lead both technical Developers and non-technical Analysts.Demonstrated experience setting up and updating technical documentation for non-trivial software systems.Can illustrate examples of innovation and vision.Knowledge of AI and AI usage patterns in a technical environment.Demonstrated experience with tickets and leading a team using analytic information from a ticketing system.Demonstrated experience speaking directly with customers and translating those customer needs and wants into technical requirements for developers.ABOUT UW MEDICINE – WHERE YOUR IMPACT GOES FURTHERUW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.Become part of our team.
Join our mission to make life healthier for everyone in our community.Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.
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Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle.Benefits:
As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position,
click here.UW MEDICINE IT SERVICES
has an outstanding job opportunity for a
Lead, Customer Solutions
position.PLEASE NOTE: This position is open to current UW Medicine IT Services employees only.WORK SCHEDULE100% FTE – 40 hours per weekDay Shift – UW MEDICINE ITS SERVICES CORE HOURS ARE 07:00 – 16:00 (PST), Monday-FridayDEPARTMENT DESCRIPTIONUW Medicine IT Services (ITS)
is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Medicine Primary Care (UWMPC), UW Physicians (UWP), UW School of Medicine (SOM), and Airlift Northwest (ALNW). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.POSITION HIGHLIGHTS100% remote opportunityValues-based work environmentActive departmental Equity, Diversity, and Inclusion Committee15 days of vacation your first year – Also, 12 days of sick time, 1 personal holiday, and 11 paid holidays each year100% matching, 100% immediately vesting 403(b)PRIMARY JOB RESPONSIBILITIESSupport the direction and priorities of the Manager by coordinating and overseeing operational activities and system maintenance and ensuring standard services are meeting appropriate targets.Lead a team of Developers, Analysts, and System Administrators in collaboration with customers, including gathering requirements and providing tailored solutions.Prioritize and distribute the workload throughout the team, manage the day-to-day workflow, and report to the manager the status of work assignments.Provide a point of escalation for operational and other service issues.Identify and propose service management improvements.Ensure solution quality, customer satisfaction, security, and scalability.Track tickets and lead the team through objective metrics.Provide advice, coaching, and mentorship to team on work techniques, best practices, and operational expertise.Serve as the Manager’s delegate to represent the team to customers, project managers, operational leadership, and organizational management.REQUIREMENTSBachelor’s degree in Computer Science, Information Technology, Business Administration, or related field or equivalent combination of education/experience.6+ years of experience should include:1+ year(s) of formal mentorship for technology professionals.5+ years of experience working on software deployments, systems, and/or development.Demonstrated experience with either SQL or NoSQL databases.Knowledge of cloud computing platforms (AWS, Azure, Google Cloud).Knowledge of containerization.Demonstrated experience with setting up and participating in Agile development methodologies like SCRUM and/or Kanban.Familiarity with version control systems (Git).Track record of managing projects from conception to delivery.Strong communication, presentation, and public speaking skills.Experience with project management tools (Jira, Trello, Asana, Azure DevOps).Strong ability to create and update project plans and timelines for projects.Strong ability to handle project conflicts, sudden changes to resources, and direction changes.Strong ability to speak to and lead both technical Developers and non-technical Analysts.Demonstrated experience setting up and updating technical documentation for non-trivial software systems.Can illustrate examples of innovation and vision.Knowledge of AI and AI usage patterns in a technical environment.Demonstrated experience with tickets and leading a team using analytic information from a ticketing system.Demonstrated experience speaking directly with customers and translating those customer needs and wants into technical requirements for developers.ABOUT UW MEDICINE – WHERE YOUR IMPACT GOES FURTHERUW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.Become part of our team.
Join our mission to make life healthier for everyone in our community.Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.
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