Product Support Manager

Company Overview:

With an annual budget of $2.3 billion and more than 7,000 employees throughout the five boroughs, the New York City Department of Health and Mental Hygiene (NYC DOHMH) is one of the largest public health agencies in the world, serving 8 million New Yorkers from diverse ethnic and cultural backgrounds. We're tackling a broad range of public health issues with innovative policies and programs and getting exceptional results, but our work is never finished. The breadth of our innovative programs provides the widest range of choices for every member of our team.

With grant funds from the Centers for Disease Control and Prevention (CDC), DOHMH is undertaking a new initiative that will meet critical infrastructure needs and make possible strategic investments that will have lasting effects on public health. Investments and improvements through this initiative will help modernize DOHMH’s foundational capabilities and data infrastructure, enabling it to partner in complex health and health care environments and, in turn, support better public health outcomes, including COVID-19. This initiative supports larger efforts to rebalance investments in public health and more equitably serve communities and populations. 

Program Description:

The agency is embarking on a data modernization initiative to accelerate its data strategy. During the COVID-19 pandemic, data was the life blood of the agency’s response to making informed data-driven decisions and policies that directly impacts the lives of New Yorkers. These included operational data in our vaccination campaign at the Vaccine Hubs, distribution strategy throughout the city’s vaccine infrastructure, as well as health equity data breaking down lab tests, positive cases, hospitalizations, deaths, and vaccination rates by age, place, and race. With grant funding support from the Centers for Disease Control (CDC), DOHMH is embarking on a data modernization initiative to move from siloed and brittle public health data systems to connected, resilient, adaptable, and sustainable systems. This initiative is not just about technology, but also about putting the right people, processes, and policies in place. 

NYC DOHMH’s modernization strategy focuses on key areas in data collection, storage, processing (including transformation, standardization, matching, deduplication), data integration and exchange, data analysis and data reporting and visualization

The DMI initiative will allow DOHMH to build up foundational technology capabilities within the Division of Information Technology. This includes increasing capacity, knowledge, and experience with Azure cloud technologies within the broader NYC cloud and cybersecurity infrastructure and all within the context of public health.

Summary of Position:

The Project Manager (PM) will be assigned to the Disease Control vertical within the Bureau of Enterprise Technology Business Solutions. Project Managers in the Disease Control group work on numerous projects related to disease prevention, emergency preparedness, and response. This role involves collaborating with public health officials, data analysts, and technology experts to develop and implement strategies for controlling and preventing disease outbreaks. Key responsibilities include managing project timelines, ensuring compliance with health regulations, and overseeing the integration of new technologies to enhance public health response capabilities. The PM will also play a crucial role in coordinating efforts during health emergencies, ensuring that resources are efficiently allocated and that response plans are effectively executed.

Job Duties:

• Manage and maintain existing integrated systems
• Manage and monitor data flow to ensure data integrity and reliability
• Manage full project lifecycle and ensure successful project completion.
• Provide vendor management from start to completion of project.
• Serve as primary contact across all stakeholders for the project. 
• Understand clients' business processes to better guide them on technology decisions
• Provide guidance on best solution to streamline or process re-engineer their current operations
• Conduct JAD sessions or workshops with business users to elicit information regarding their needs and requirements for existing or new systems
• Develop functional requirement documents for small and medium projects.
• Manage the project’s budget and vendor contracts.
• Execution of project from start to finish and meet with key stakeholder to understand current operations 
• Maintain and update the project schedule on a regular basis.
• Facilitate communication across the project’s interdisciplinary IT teams and Subject Matter Experts.
• Conduct status meetings. Assure proper articulation and reporting of project status to stakeholders and executive management.
• Identify and manage risks and issues, develop contingency plans, and take corrective actions.
• Manage and utilize resources across projects.
• Manage stakeholder communication. 
• Create Presentations and Conduct Demos of systems/applications for projects and Stakeholders.

Preferred Skills:

• 7+ years of experience in a role as IT project manager leading complex, enterprise-wide technical and/or business initiatives.
• 7+ years of experience with managing SDLC Waterfall and/or Agile methodology projects.
• 7+ years of experience in creating project management artifacts (project charter, project plan, timelines (MS Project or other project management software), requirements documents, project and resource planning, deployment plans, support plans, conversion plans.
• 5+ years in gathering requirements, business analysis, use cases and creating functional requirements documents.
• 4+ years of experience managing web-based applications especially .net and java web-based solutions using SQL Server 2008 and above.
• 4 + years in vendor management.
• Adept working with multidisciplinary IT teams (Security, Infrastructure etc)
• Experience working on, Cloud Applications, CRM Platforms (Salesforce.com, Dynamics)
• Experience working with City of New York agencies is a plus but not mandatory.
• Experience with programming in .net and/or java web-based applications is a plus but not mandatory.
• PMP certification preferred but not mandatory.
• Public health experience is a plus, but not mandatory.

Qualifications and Requirements:

1. A baccalaureate degree or higher from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, product or project, process management, operations.
2.  A baccalaureate degree from an accredited college in any field and eight years of satisfactory full-time experience related to information technology service management, product or project, process management, operations.
3.  Education and/or experience which is equivalent to "1" or "2" above.

Benefits: 

• Hybrid Work Schedule. 
• Generous Paid Time Off and Holidays. 
• An attractive and comprehensive benefits package including Medical, Dental and Vision. 
• Flexible Spending Accounts and Commuter Benefits. 
• Company Paid Life Insurance and Disability Coverage. 
• 403 (b) + employer matching and discretionary company contributions. 
• College Savings Plan. 
• Ongoing training and continuous opportunities for professional growth and development

Additional Information: 

• This is a temporary grant-funded position ending in November 2027.
• This individual must reside in the tri-state area (NY, NJ, CT) by their confirmed start date. 
• Preference may be given to individuals residing in New York City (5 boroughs) or surrounding New York State counties. 
• This individual will be expected to work non-business hours during emergencies.

At PHS, we place immense value on diversity within our teams, understanding that varied backgrounds and experiences significantly enhance our community and propel us toward our goals. If you find you don’t have experience in all the areas listed above, we still encourage you to apply and share your background and experiences in your application. We are eager to discover how your unique perspective can bring positive transformations to our team and help advance our mission of creating healthier, more equitable communities. 

We look forward to learning more about you!

PHS is proud to be an equal opportunity employer and encourages applications from women, people of color, persons with disabilities, LGBTQIA+ individuals, and veterans