Manager, EHR Platform Operations

Utaustin

Location: AUSTIN, TX
Source: workday

More Manager, EHR Platform Operations jobs

Job Posting Title:

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Hiring Department:

Dell Medical School

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

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FLSA Status:

Exempt from FLSA

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

AUSTIN, TX

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Job Details:

General Notes

The Manager, EHR Platform Operations, provides operational leadership, governance, and technical program management for the Epic platform across production and non-production environments. This role establishes and sustains disciplined practices for release, change control, access and provisioning, upgrades, maintenance, testing, and downtime that protect patient safety, security, operational continuity, and platform reliability. The Manager leads the Epic Platform Management and Governance function and coordinates work across Epic application teams, infrastructure, security, provisioning and access, integration, clinical applications, service management, training and communications, and external partners, combining strong Epic technical knowledge with project management discipline, operational awareness, and executive presence. Reporting to the Director, Biomedical Systems & Enterprise Interoperability, the Manager establishes policy, challenges unsafe or incomplete changes, and holds teams accountable to approved standards across the platform lifecycle.

Responsibilities

Manages Epic Platform & Environment Strategy

Develops and maintains the Epic environment strategy across production and non-production systems.
Provides governance for Data Courier pathways, build promotion, and release readiness.
Maintains operational awareness of Epic infrastructure, hosting, and technical dependencies.
Tracks platform versions, upgrade levels, patches, and lifecycle risks.
Ensures environment documentation supports configuration, upgrade planning, and disaster recovery.

Leads Epic Upgrades, Updates & Maintenance

Plans and manages quarterly Epic upgrades, monthly Special Updates, and infrastructure maintenance.
Develops integrated upgrade plans covering milestones, testing, risk decisions, and rollback strategies.
Coordinates Epic, infrastructure, integration, security, and vendor teams to ensure readiness.
Leads readiness reviews, go-live coordination, and post-implementation review.
Ensures patient-safety, security, and clinical workflow impacts are escalated before go-live.

Establishes Change Control & Release Governance

Designs and implements a risk-tiered change-control model for Epic and related clinical technology changes.
Consolidates multiple CAB and change-control processes into one governance model with defined scope and decision rights.
Defines change tiers and the approvals, testing, rollback, and communication requirements for each tier.
Establishes release authorization and sign-off practices and ensures change packages include implementation and rollback evidence.
Defers, rejects, or escalates changes that do not meet established safety, security, or readiness standards.

Ensures Testing Governance & Production Validation

Manages the Epic Testing Coordinator and the enterprise testing approach for upgrades and platform changes.
Ensures test plans cover application, integration, infrastructure, security, and end-to-end validation.
Defines testing evidence and sign-off requirements by change-risk tier.
Establishes post-production validation expectations, ownership, and issue escalation.

Oversees Provisioning, Access & Security Operations

Provides management oversight for Epic provisioning and access operations and service levels.
Connects provisioning and access activities to onboarding, role changes, and upgrade readiness.
Coordinates urgent patient-safety and security access escalations with clinical and security leaders.
Partners with Information Security to maintain access governance and remediate identified risks.

Coordinates Incident & Downtime Response

Coordinates platform-level response for unplanned Epic downtime and significant platform incidents.
Establishes escalation criteria and operational playbooks for high-impact production events.
Connects incident learnings back to problem management, change control, and future release planning.
Maintains operational awareness of how platform decisions affect clinical workflows and end users.

Provides Technical Program Management

Provides technical program management and governance for Epic platform initiatives and cross-functional efforts.
Develops project plans, RAID logs, dependencies, and executive-level status reporting.
Facilitates cross-team discussions, drives decisions to closure, and escalates material risks.
Partners with Intake and portfolio governance to assess readiness for new Epic-related initiatives.

Leads Platform Policy & Stakeholder Governance

Serves as the operational service owner for the Epic platform across its full lifecycle.
Develops and maintains policies, standards, and governance artifacts for platform operations.
Chairs Epic platform, release, environment, and change-governance forums.
Communicates effectively with technical teams, clinical stakeholders, vendors, and executive leadership.
Develops metrics and reporting on release quality, change success, and platform operational maturity.

Marginal or Periodic Functions

Participates in disaster recovery and business continuity planning for the Epic platform.
Attends Epic user group meetings, vendor briefings, and industry conferences.
Assists with documentation and knowledge management efforts as needed.
Supports integration of Epic with other enterprise and third-party systems as needed.
Performs other related duties as required.
Adheres to internal controls and reporting structure.
Performs related duties as required.

Knowledge/Skills/Abilities

Technical Learning

Quickly learns new Epic technical and infrastructure systems and applies knowledge effectively.
Masters Epic environment, release, and platform architecture concepts rapidly.
Applies technical knowledge to resolve complex platform and infrastructure issues.
Coaches others on Epic technical operations and platform governance.

Process Management

Designs and improves release, change-control, and testing processes.
Streamlines Epic upgrade and maintenance workflows for operational efficiency.
Identifies process gaps and implements governance solutions.
Standardizes change and release practices across teams.

Decision Quality

Makes sound decisions based on risk analysis and stakeholder input.
Evaluates platform changes for patient-safety, security, and operational impact.
Balances technical risk with clinical and business priorities.
Uses metrics and evidence to guide go/no-go decisions.

Managing and Measuring Work

Sets clear objectives and tracks team and platform performance.
Defines KPIs for release quality, change success, and platform reliability.
Conducts regular reviews and feedback sessions with the platform team.
Adjusts goals and priorities based on organizational needs.

Customer Focus

Understands and meets the needs of technical, clinical, and operational stakeholders.
Engages application and clinical leaders in platform planning and governance.
Responds promptly to escalations and stakeholder concerns.
Improves platform reliability and safety through disciplined operations.

Conflict Management

Resolves disagreements between technical and operational stakeholders constructively.
Mediates between Epic application, infrastructure, and security teams.
Addresses vendor and partner disputes diplomatically.
Builds consensus on platform changes and governance standards.

Required Qualifications

Requires a Bachelor's Degree in information technology, computer science, healthcare informatics, engineering, business, project management, or a related field with at least 5 year(s) of experience.
5 years of progressively responsible experience supporting or leading Epic platform operations, upgrades/releases, technical environments, or related Epic technical program management.
Demonstrated experience planning and coordinating Epic quarterly upgrades and recurring update/SU cycles across multiple applications and technical teams.
Demonstrated experience with Epic technical project management, including complex schedules, dependencies, risk management, testing, and stakeholder coordination.
Working knowledge of Epic environment strategy, build migration concepts, Data Courier pathways, and release/change controls.
Demonstrated ability to lead cross-functional teams without relying solely on direct reporting authority, and to hold stakeholders accountable to policy and operational standards.

Preferred Qualifications

Master's Degree in information technology, computer science, healthcare informatics, engineering, business, project management, or a related field.
Experience leading Epic platform operations in a complex academic medical center or multi-entity health system.
Experience designing risk-tiered CAB/change-control models and consolidating multiple change-governance processes.

Licenses, Registrations or Certifications

Required:

None specified.

Preferred:

Epic Data Courier Administrator certification or credential.
Epic Bridges certification or credential.
Epic Technical Overview of Implementation training or comparable technical/infrastructure credential.
PMP, SAFe, or ITIL Foundation certification.

Supervision

Title This Job Reports To and Job Titles Supervised:

Direct reports: 2 Epic Provisioning & Access Analysts, 1 Senior Epic Environment & Release Analyst, and 1 Epic Testing Coordinator, others will added aligned with business growth.

Indirect Reports: Epic application, infrastructure, integration, and third-party application team members during upgrade, release, and project phases; external vendor and hosting partners (e.g., Epic Hosting, Cogito Cloud Hosting).

Budget Responsibility

Epic technology and platform licensing/maintenance fees.
Vendor, hosting, and consultant contracts (e.g., Epic Hosting, Cogito Cloud Hosting).
Training and certification programs.
Hardware, infrastructure, and environment support costs.

Decision-Making Responsibility

Autonomous Decisions

Change-tier assignment, approval, and production-readiness determinations.
Epic upgrade, release, and maintenance-window scheduling.
Deferring, rejecting, or escalating changes that do not meet established standards.
Platform-team staffing, work assignment, and performance management.

Requires Higher-Level Approval

Enterprise risk, staffing, and vendor-strategy decisions.
Major system upgrades, replacements, or environment-strategy changes with enterprise-wide impact.
Cross-departmental policy or governance-model changes.

Salary Range

$120,465 + depending on qualifications

Working Conditions

Standard office equipment and environment
Repetitive use of a keyboard
For healthcare jobs, may be exposed to such occupational hazards as communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications and disoriented or combative patients, or others.

Required Materials

Resume/CV
3 work references with their contact information; at least one reference should be from a supervisor
Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

E-Verify Poster (English and Spanish) [PDF]
Right to Work Poster (English) [PDF]
Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.