About the Role

As IT Systems Engineer III, you will improve Ophelia's IT systems by focusing on seamless integration, automation, and security to elevate our employee experience. In this complex role, you will balance hands-on execution with full ownership of IT improvement projects. You will be responsible for developing plans and executing our IT strategy, ensuring the highest quality standards across all projects, and communicating clearly and proactively to bring stakeholders–and at times, the whole organization–-along with you.

In this role, you will oversee and collaborate with the team at our managed service provider for IT issues. The MSP manages IdP/IAM, provisioning/deprovisioning systems, accounts, and hardware. The MSP also handles Level 1 and Level 2 helpdesk support. You will serve as their escalation point for Level 3 issues, approvals, and architectural decisions. You will work closely across the entire organization and directly with employees.

Your role will also be the driving force in our security and IT roadmap progress. We are progressing towards third-party certification, likely SOC 2 Type II (and/or possibly HITRUST) and have many opportunities to continuously improve through projects that you will drive forward. These will simultaneously help employees to have a more seamless security and SaaS experience.

Your role reports directly to our Chief Technology Officer and will collaborate with our Engineering team. You will frequently work with our People team, Legal & Compliance team, and support all employees across the organization, including clinicians and clinical students.

You will also participate in our Security & Compliance committee and meetings, reporting on risks and responses. Depending on the breadth of your experience, you may be involved in production systems design, including data management and transfer, Google Cloud Platform security hardening, and more.

To be successful in this role, you should demonstrate a deep passion for technology and be excited about IT systems, IT capabilities, employee IT experience, and overall, creating a highly effective and highly secure environment. You will have worked in an agile development environment and/or be excited about further developing the habit of iterative project work.

Together, we will help hard-to-reach individuals treat their opioid dependence. While direct experience in this treatment area is not mandatory, knowledge of the healthcare space, including understanding health outcomes, benchmarks, systems, and regulatory compliance (HIPAA), is highly beneficial.

Priorities

As in any growing organization, you will have many competing priorities. However, your role will primarily find success by:

1. Driving SOC 2 readiness; and,
2. Serving as a Level 3 escalation point; and,
3. Managing our IT MSP towards constant improvement.

All other work is on an as-needed basis.

Responsibilities

• End-to-end ownership of IT projects, with an emphasis on increasing the security and systems integration of third-party SaaS platforms. Hands-on execution of work and oversight of partners.
• Receive and manage Level 3 IT helpdesk escalations and partner with our IT managed services provider. Ensure high IT helpdesk standards through measured SLA performance.
• Take ownership of your work, driving projects from inception to impact. Autonomy, proactive communication, and collaboration are key in our remote environment.
• Manage IT vendor relationships to ensure compliance, security, and high quality performance. Use best practices to ensure budget management and ongoing communication.
• Collaborate cross-functionally in both sourcing new ideas and implementing improvements from our amazing community of clinicians. You’ll get to work directly with our technical and non-technical teams to build the next generation of our products.
• Improve quality continuously through healthy software development habits and communicating issues. Use code reviews, quality assurance work, bug fixing, debugging, system maintenance, and refactoring as primary tools to enhance systems.
• Stay current with industry trends, emerging technologies, and best practices to drive innovation and excellence in product design and implementation.

Skills & Competencies

• 5+ years experience in IT systems engineering, ideally with a portion at a growth stage company with bespoke systems.
• Must have experience with:
• SCIM, SAML, and security systems
• ITSM, IdP/IAM, MDM along with OU and directory structures
• IT automation and reporting
• Nice to have experience with:
• ZTNA design and implementation
• DLP and EDR systems
• Mixed environments (Microsoft/Apple)
• Cloud experience
• DNS administration
• Ability to own complex projects, working with technical and non-technical stakeholders to design the project, outline and plan execution, and handle post-rollout feedback and iteration
• Stellar collaboration and communications with a habit of effectively communicating technical concepts and progress with teammates and stakeholders
• Exceptional time management skills including the ability to prioritize and delegate tasks effectively, estimate LOE accurately, adapt to unexpected events rapidly, switch context quickly, and guard focused coding time
• Independent problem-solving skills of complex technical challenges, working through issues, and designing for a whole system
• Background in a regulated and/or secure industry, ideally healthcare — telehealth is a big plus! — and can bring a thoughtful approach to compliant, private, secure systems that remains nimble and modern
• Habits of a technician including constant improvement, learning, measurement, and objective, reasoned thinking
• Passionate about our mission to make evidence-based addiction treatment universally accessible

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