Systems Administrator (Implementation & Customer Support) at American College of Radiology in Reston, Virginia

Job Description:

American College of Radiology (ACR) is a progressive membership organization representing nearly 40,000 medical specialists in radiological care. As a member of our team, you will join a world leader in patient-centered care advocacy, policy and clinical research, quality and safety. Our culture encourages innovation, diversity, integrity and leadership. A nonprofit 501(c)(3), ACR (the American College of Radiology) has over 500 purpose-driven employees in the Greater Washington, DC and Philadelphia region.

If you share our core values of: * Integrity * Visionary * Excellence * Leadership * Transparency * Member-Driven we need you on our team!

As a Systems Administrator, you will be responsible for the implementation and customer success of ACR developed products and solutions. ACR develops workflow-based imaging data and analytics platforms and applications for health care organizations in clinical research, quality registries, accreditation, education, and AI (model testing, AI validation network). You will work with clinicians, researchers, and IT professionals at external healthcare organizations to install/setup, monitor usage of the platforms and applications already installed and help them integrate with their internal imaging and clinical systems. Once the customers start using the ACR products, you will provide first-level of support and work with the internal teams as needed to resolve the issues. You will work closely with other team members of the Customer Success team and internal development teams to provide input and help prioritize features and functionalities to meet the needs of the customers.  

Responsibilities

• Build relationships with customer organizations (Hospitals, Private Practices, Educational Institutions, Industry Partners, Research Sites etc.) to help with installations and configurations of the ACR developed products and systems.


• Assist in creating product implementation plans and communicating them to internal and external stakeholders.


• Provide support for the installed nodes, diagnose issues, and identify solutions.


• Manage product and release roll-out communications to customer organizations across the country and internationally.


• Identify customer needs, analyze their workflow and provide feedback to internal development teams to enhance ACR products.


• Work with other customer success team members to provide the best customer service.


• Define metrics to measure Customer Success with the Site Success Team and provide regular updates to ACR IT leadership.


• Work with internal and external security teams to get the approval to use the ACR applications at customer organizations.


• Identify new opportunities to leverage ACR products across all customer organizations.


• Build and manage support process workflow with management guidance and internal development team feedback.


• Prepare and manage user-facing documentation with the help of internal development teams.


• Look at trends and analyze the use of the ACR products and applications to help improve the products with the product teams.

 

Qualifications:

• Bachelor's degree preferably in computer science or Information systems or related technical discipline


• 3+ years overall IT experience at hospitals, private practices, imaging facilities or other equivalent place with an understanding of medical terminology and workflow


• Expertise in implementation and support of applications that run on Windows Operating Systems


• Working knowledge of networking protocols such as DNS, HTTP, TCP, UDP


• Experience using networking tools for troubleshooting such as netstat, ping, curl, nslookup.


• Familiarity with bash, PowerShell scripting languages and working in a terminal.


• Excellence in written and verbal communication skills


• Experience in elicitation and presentation of external customer feedback and requirements.

Preferred:

• System Administration experience


• Experience with medical imaging system administration and/or EMR / EHR system administration.


• Working knowledge of DICOM and / or HL7 / FHIR standards


• Experience being a part of a matrix organization


• Experience from working within any of following software development disciplines


• IT Ops


• DevOps


• Software Development


• Software Quality Assurance

 

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This position will work a Remote schedule. When working remotely, workers must be self-motivated, possess excellent time management, and be highly organized.  Reliable internet connection is a must! 

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ACR is committed to a total rewards compensation philosophy that includes base salary in addition to our full suite of comprehensive benefits (https://www.acr.org/-/media/ACR/NOINDEX/HR/ACR-Benefits-Overview.pdf).  ACR’s goal is to pay competitively and equitably.  It is typical for individuals to be hired in the entry to middle of the range for their role, and compensation decisions depend on each case’s circumstances.  A reasonable estimate of the annual compensation range for this position is $76,000 – $101,300.  

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If you would like to put your experience to great use in a professional team-oriented environment, please apply online. To learn more about ACR’s rewarding employee experience, culture, and benefits, visit: https://www.acr.org/About-ACR/Work-With-Us

ACR offers a rewarding employee experience: innovative culture, professional growth potential, competitive compensation and an exceptional benefits package, including a defined contribution pension plan, 403(b); generous paid time off package; insurance plans with the leading providers; flexible spending; tuition reimbursement; training opportunities; and wellness reimbursement.

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ACR offers a rewarding employee experience: innovative culture, professional growth potential, competitive compensation and an exceptional benefits package, including a defined contribution pension plan, 403(b); generous paid time off package; insurance plans with the leading providers; flexible spending; tuition reimbursement; training opportunities; and wellness reimbursement.

To learn more about ACR’s rewarding employee experience, culture, and benefits, visit https://www.acr.org/About-ACR/Work-With-Us

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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. 41 CFR 60-1.35(c)

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