Systems Engineer I - Unified Communications (Clinical Communications)

Cincinnati Children's is a leading children's hospital dedicated to improving children's health. The Systems Engineer I role is essential for ensuring that communication systems for clinicians and patients operate effectively, involving project management, system analysis, and technical support responsibilities.

Responsibilities

• Participate in the design, development, and implementation of new and enhanced application requests
• Identify the appropriate resources needed to complete small projects
• Support the communication between internal and external parties on project related issues and developments
• Participate in developing and managing project plans
• Determine the scope and complexity of small to midsized projects
• Work with cross functional teams
• Participate in analyzing, designing, implementing, and maintaining moderately complex systems that greatly improves clinical care and patient management
• Support system testing
• Document testing outcomes
• Work to develop technical solutions
• Work to design, write, and prepare complete user and technical documentation
• Analyze existing documentation and provide corrections and enhancement
• Utilizes Development lifecycle process, operating procedures and documentation to implement and support system solutions
• Participate in providing technical support and problem resolution assistance for production and process issues
• Troubleshoot and decipher error messages
• Identify required resources to resolve minor to midsized issues
• Utilizes appropriate Change Control methods to implement system solutions
• Serve as a resource person for and as a liaison between Cincinnati Children's departments and Information Services
• Support departmental efforts to improve customer satisfaction
• Evaluate and monitor system performance and functionality to avoid potential issues as well as gathering information for future development needs or feasibility studies
• Participate in on-call support rotation and handle incident resolution, problem determination and resolution during that time
• Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support
• Adhere to and promote continual adoption of change management policies and procedures
• Model outstanding customer service behavior, including timely and effective follow-up with customers
• Always maintain CCHMC's service standards of being Courteous, Attentive, Respectful, and Enthusiastic team members, and Safe (CARES)
• Develop knowledge and professional skills through cross-training, literature and attendance at department meetings and vendor education
• Develop and maintain positive relationships, both internal and external to CCHMC
• Motivate people and encourage teamwork
• Work well with others and fosters a positive team environment
• Prepare oral and written presentations
• Conduct and participate in instructional seminars
• Develop expertise in several Cincinnati Children's computer-based systems

Skills

• Bachelor's degree in a related field or equivalent combination of education and experience
• 0+ years of experience in a related job discipline
• Exposure to clinical communication platforms and workflows such as nurse call systems, clinical alerts, RTLS (real-time location services), mobile device–based communications, and middleware integrations, with experience supporting or troubleshooting end-to-end workflows from device to network to application to end user, including alert delivery, location-based workflows, redundancy, and escalation paths
• Familiarity with healthcare environments where reliability, patient safety, and uptime are critical, and an understanding of how technology directly supports clinical operations
• Working knowledge of IP-based systems, including basic networking concepts, wired and wireless connectivity, and connected endpoints
• Experience following operational support processes, documenting troubleshooting steps, and contributing to system improvements through ServiceNow incidents, requests, or enhancements
• Demonstrated problem-solving mindset with the ability to think through issues, ask the right questions, and propose practical improvements to workflows, system configurations, or support processes, paired with curiosity and a willingness to learn complex, integrated systems and evolve clinical communication and RTLS workflows over time

Company Overview

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