Duke University

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About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

Occupational Summary

This position reports to the PMO Manager and will be primarily responsible for working with business customers, Service Owners, and senior leaders to define and maintain project planning and execution processes for Duke Health Technology Solutions. The position will provide leadership and expertise in the capacity of Program and Project Management Process Owner following the ITIL-defined guidelines for process ownership.

Work Performed at a minimum

• Define, document and implement program and project processes, ensuring they are efficient and effective
• Continuously evaluate and improve PPM processes to enhance efficiency and effectiveness
• Continuously monitor process performance, identifying areas for improvement, and implementing changes to optimize processes.
• Help drive project and program management maturity, inclusive of cross-functional project teams, internal services delivered between teams, service-level objectives, and performance reporting
• Provide training and support to team members on project processes and procedures
• Provide education and collaboration with other functional area leaders to help drive project and program management maturity to accomplish the business objectives
• Partner with PMO managers to drive continual improvement of the project & service delivery processes
• Document requirements and ideas regarding IT Service and program and project delivery tools and metrics necessary for enterprise program and project management
• Collaborate with all teams to report and address any program and project planning and delivery tool defects or improvements.

Overall

• Advise and govern on questions and issues related to program, project and portfolio management in accordance with DHTS policy and best practices.
• Grant appropriate permissions and assignments for Program and Project functions for DHTS personnel, for onboarding, staff transfers, and off boarding requests.
• Establish and maintain documentation for Program, Project and Portfolio Management in the policy and knowledge base tools.
• Establish and maintain PPM analytics and reporting of Programs and Projects that promote portfolio management and process efficiencies.
• Facilitate Service Now release testing for all periodic releases for the PPM and related functions as needed.
• Participate in the routine PMO team functions and discussions.
• Look at opportunities to integrate PMO process functions with other processes such as resource management.
• Engage as the PMO Liaison for the designated DHTS Service Areas, as assigned by the PMO Manager
• Collaborate with all teams to report and address any PPM tool defects or improvements

Behaviors/Soft Competencies:

Advancement to this level or above requires employee, at a minimum, successfully attain the following:

The following measures can help create a fair and comprehensive evaluation process for promotions, ensuring that the most deserving employees are recognized and given opportunities to advance.

• Proven ability to work at the next level: This involves demonstrating the skills and competencies required for the next level of responsibility. Employees should have demonstrated that they can handle tasks and challenges that are typically associated with a higher position.
• Potential to serve beyond the next level: This measure looks at the employee's long-term potential and their ability to grow within the organization. The employee should have the vision, ambition, and capability to take on even greater responsibilities in the future.
• Consistently demonstrates a values-based approach in how they work: Employees should consistently exhibit behaviors and decision-making processes that align with DUHS values. The exhibited values are integrity, teamwork, diversity excellence and safety. Patient-focused is also critical to success.
• Is considered one of the top performers at their level across the organization: This measure evaluates the employee's overall performance and reputation within DHTS. Top performers are often recognized for their exceptional contributions, reliability, and ability to exceed expectations. We will select the best and not the best available.

Required Qualifications

Education/Training:

Bachelor's degree in information systems or related field.

Licensure/Certification:

PMP (Project Management Professional) required

ITIL (Information Technology Infrastructure Library) certification required

CSM (Certified Scrum Master) project management certification preferred

Lean Six Sigma or other process certification preferred

Required Experience:

Minimum 5 years relevant Project or Program Management experience, and typically 10+ years relevant business experience.

Minimum 3-5 years in a healthcare IT environment preferred.

Experience leading direct report and matrix teams.

Knowledge of ServiceNow and PPM workflows and structure preferred.

Proven track record in managing multiple projects concurrently and/or large-scale programs.

Required Skills:

Project/Program Management skills including: Estimating, Scope Management, Budget Management, Resource Management, Risk Management, Change Management, Issue/Conflict Resolution, Communication Management, Quality Management, Testing Plans, Training Plans, Team Management.

Experience defining, implementing and managing project management related processes.

Strong ability to collaborate with directors, managers, and individual contributors to define business process issues, analyze operational efficiencies, implement, and influence creative solutions, and measure delivery results.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends onthe robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.