Manager Epic Cadence/Reporting

Overview

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
 

Primary Duties and Responsibilities

• Team leadership and talent development: Leads a combined team of Epic business analysts and trainers, setting goals, coaching, and managing performance and capacity. Builds an inclusive, high‑performing culture and clear career paths. Ensures certifications and readiness for upcoming work.
• Solution delivery and quality: Facilitates requirements gathering and current/future‑state workflow design; ensures build/config follows standards and is well documented. Plans releases, cutovers, and go‑lives, ensuring safe, usable solutions that meet operational objectives.
• Support operations and stabilization: Runs a disciplined tiered support model with SLAs, triage, and problem management. Monitors queue health and drives root‑cause elimination and knowledge base enhancements. Reduces repeat issues and restores service quickly through proactive monitoring and continuous improvement.
• Compliance, integration, and risk management: Enforces governance, change control, privacy/security practices, and regulatory requirements (e.g., HIPAA). Coordinates cross‑application and integration work with technical teams to ensure end‑to‑end safety and data integrity. Proactively identifies and mitigates delivery and operational risks; maintains audit readiness.
• Training oversight and change enablement: Oversees trainers’ delivery, to ensure role‑based education is timely, accurate, and aligned to build changes and go‑lives.
• Supervises staff. Hires, develops and manages staff to achieve organizational goals. Sets clear expectations, delivers feedback, and monitors performance for efficiency and compliance with policies and procedures. Mentors staff, fosters career growth and cultivates a positive and productive work environment.

Knowledge, Skills and Abilities

• Strong written and verbal communication; able to tailor messaging to technical, operational, and executive audiences. 
• Strong people-management skills (hiring, coaching, performance management, conflict resolution, and team development). 
• Demonstrated ability to lead service delivery in complex environments, balancing reliability, responsiveness, and continuous improvement. 
• Working knowledge of IT service management practices (e.g., incident, problem, change, request, and knowledge management). 
• Strong customer service orientation and commitment to high-quality, timely support. 
• Proficiency applying project and/or product delivery methods (scope, schedule, dependencies, risk management, and stakeholder reporting). 
• Strong analytical and troubleshooting skills; able to guide root-cause analysis and implement preventive actions. 
• Vendor and contract management capability, including managing SLAs, deliverables, escalations, and renewals. 
• Ability to influence and collaborate across functions without direct authority; effective facilitation and negotiation skills. 
• Strong organizational skills and comfort operating in a fast-changing environment with competing priorities. 

Minimum Job