Service Operations Manager Jobs in Houston, TX

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

As an integral member of the Analytics Team, the Technical Business Intelligence (BI) Analyst is responsible for providing technical expertise in one or more analytics toolsets to support the creation of information-based, business intelligence deliverables that will be relied upon by organizational leaders to support critical business decisions. The Technical BI Analyst will work with customers from clinical, administrative and/or operational areas across the System to provide analytical tools, complex data extracts, reports and/or advanced dashboard visualizations to facilitate discovery of insights, new opportunities, support data-informed decision-making for identified challenges as well as develop new and enhance existing metrics to analyze ongoing performance metrics. This position may be tasked to become competent in specific business areas or functional units to support transformation of data and information into actionable insights that answer complex business questions. The Technical BI Analyst will work with customers to understand and define the problems being solved, procure and integrate the disparate data sources necessary to analyze the needs appropriately, deliver relevant analytics tools to meet customer’s objectives and implement and support the solutions for ongoing utilization. This role will also troubleshoot complex technical problems and serve in a technical advisory role to other BI and Specialized BI Analysts as well as others across the System’s Analytics Community. The Technical BI Analyst may also be responsible for analyzing and integrating disparate data sources to ETL into an EDW either through a direct integration or through a normalization process.
Job Description

Minimum Qualifications
Education: Bachelor’s degree, preferably in computer science, management information systems, data science, business administration, statistics, or related field or equivalent experience required. Master’s degree preferred.

Licenses/Certifications: Technical certifications in relevant application(s) strongly preferred (i.e., Tableau). Associate Certified Analytics Professional (aCAP) or another vendor-neutral analytics certification preferred.

Experience / Knowledge / Skills:

• A minimum intermediate proficiency with one or more of the following tools required, credentials/certification preferred, as specified for position’s needs:
• Database and Query Languages – CCL, SQL, Nomad, Oracle, Vertica, Snowflake
• Visualization tools – Tableau (preferred), Spotfire, Sisense, Qlik or Microsoft PowerBI
• Data Visualization Server Administration tools – Tableau Core and Data Management Server
• Data Prep/Transformation tools – Tableau Prep, Hadoop, Alteryx, Paxata, Trifacta, Altair, Talend
• Statistical tools – R, SAS, SPSS, Matlab, Minitab
• Data Science tools – R, Python, SAS, dataiku, DataRobot, Cnvrg, Anaconda
• Proficiency with MS Office Suite: Excel (Pivot tables, VBA, Macros), Word, PowerPoint, Visio, Access, required
• Minimum of 2 years professional experience collaborating with customers on the design, creation and execution of analytics deliverables preferred.
• Minimum of 2 years professional experience in building self-service analytic reports, dashboards and/or tools supporting decision-making and actionable metric monitoring by customers preferred.
• Demonstrated experience working in a dynamic, matrixed organization with executive exposure.
• Demonstrated critical thinking and creative problem-solving skills with aptitude to exert influence without authority through interpreting requirements and guiding customers to the desired analytics outcomes.
• Analytic mindset able to draw conclusions from raw data and summarize results efficiently using logic and reasoning to identify approaches to problems.
• Ability to visualize data in a meaningful way to communicate effectively the meaning and the necessary action to be taken.
• Act with an intellectual curiosity to obtain insights from data and search for solutions to the problems being explored as well as new ones to be discovered.
• Understand math and statistical concepts to provide analysis to formulate meaningful decisions.
• Exceptional time management skills and attention to detail.
• Excellent written and verbal communication skills, specifically with an ability to communicate effectively across multiple management levels.
• Proven ability to work independently and as part of a team under established deadlines to drive critical outcomes.
• Create a positive work environment that fosters successful team performance.
• Strong customer service, interpersonal and relationship-building skills.

PRINCIPAL ACCOUNTABILITIES

• Supporting fellow members of the Analytics Team as well as individual analytics efforts across the System through expertise with technical business intelligence tools, concepts, processes and techniques.
• Serves as technical advisor to others offering high level support, mentorship, education and training.
• Ongoing interactions with subject matter domain experts within the organization to enhance knowledge of business, clinical and administrative processes and applications utilized by the various clients.
• Partner with respective customers to design, develop and implement high level analytics tools in support of actionable, operational, strategic and tactical metrics for optimization.
• Partner with the greater Analytics team to evolve Memorial Hermann’s Analytics Maturity Level to incorporate the full analytics spectrum of descriptive, diagnostic, predictive and prescriptive analytics.
• Collaborate with the greater Analytics Team to develop the data architecture strategy, implementation plan and customer-delivered toolset.
• Active participation in and support of the Memorial Hermann Data Governance Program.
• Perform regular and ad-hoc user-friendly reports and visualizations for executive and client review.
• Continuous improvement of existing processes to detect data anomalies and improve information by incorporating new techniques, initiatives and technologies.
• Provide support from data model, quality, integrity, validity analysis through resolution to correct deficiencies within analytic, reporting and visualization applications.
• Continually further analytics knowledge and skill set through various channels to ensure MHHS remains on the cutting edge of the Healthcare industry.
• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service
• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
• Other duties as assigned.