ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE:                                        IT Demand and Portfolio Specialist

REPORTS TO POSITION:        IT Manager Customer Experience

DEPARTMENT:                         Information Technology

DATE LAST REVIEWED:          June 2026

OUR VISION:                            Creating America’s healthiest community, together

OUR MISSION:                         In the spirit of love and compassion, better health, better care, better value

OUR VALUES:                          Accountability, Caring and Teamwork

DEPARTMENT SUMMARY: The Information Technology (IT) department helps improve the work of our caregivers by providing efficient systems, comprehensive training, and stellar customer service. We do this by taking pride in the integrity of our workflows, data security, and training delivery. We partner with our customers to best leverage various technologies to achieve the best patient outcomes possible by implementing new hardware and software solutions, upgrading existing environments, protecting the data we store, and integrating different solutions to achieve a seamless experience.

POSITION OVERVIEW: The IT Demand and Portfolio Specialist facilitates the IT demand management function, overseeing the intake, evaluation, prioritization, and governance of technology-related requests across the organization. This role partners closely with business and IT leaders to ensure proposed initiatives are aligned with strategic priorities, operational objectives, compliance requirements, and available resource capacity. The position is responsible for establishing intake standards, facilitating decision-ready business cases, maintaining visibility into the demand pipeline, and supporting portfolio decisions that optimize the delivery of IT services, enhancements, and projects.

ESSENTIAL FUNCTIONS AND DUTIES:

Facilitate the IT demand management process by capturing, evaluating, and prioritizing incoming requests from business units to ensure alignment with organizational strategy, operational needs, and resource capacity.

Establish and enforce intake standards to ensure demands are accurately classified as service requests, enhancements, optimization efforts, or projects, enabling efficient routing and decision-making.

Develop, maintain, and communicate dashboards and reporting that provide transparent visibility into demand intake, prioritization, status, and pipeline performance.

Partner with business and IT stakeholders to organize business cases and determine the appropriate path for each request, including conversion to project work, operational support, or other intake channels.

Ensure business cases are complete and decision-ready by coordinating required inputs such as approvals, level-of-effort estimates, discovery findings, architectural review, and stakeholder alignment.

Facilitate cross-functional assessment of regulatory, security, technical, and operational risks associated with new demands to support informed prioritization and governance decisions.

Monitor the demand intake lifecycle to ensure requests progress efficiently through defined stages; remove barriers and maintain momentum from submission through disposition.

Coordinate the assignment and tracking of non-project work to the appropriate operational pathways, ensuring accurate categorization, accountability, and follow-through for intake items that do not become formal projects.

Ensure proposed initiatives are reviewed for compliance with legal, regulatory, privacy, and organizational requirements prior to approval and execution.

Govern the demand pipeline to ensure initiatives are prioritized and sequenced in alignment with strategic objectives, operational priorities, and available organizational capacity.

Define, implement, and continuously refine prioritization criteria and governance practices that support effective portfolio and demand management decision-making.

Partner with the PMO to track active portfolio health and ensure that approved demands are delivering their intended strategic value.

Monitor resource capacity across IT functions and provide recommendations on timing, sequencing, and tradeoff decisions to balance incoming demand with current commitments and operational support needs.

Design and maintain tools, templates, and intake frameworks that support project managers and leaders in resource planning, effort estimation, and demand transparency.

Partner with project and operational leaders to monitor portfolio execution, identify resource constraints, and adjust allocations or priorities as needed to support successful delivery.

Provides and oversees team’s delivery of customer service in a manner that promotes goodwill, is timely, efficient, and accurate. 

Supports the vision, mission, and values of the organization in all respects. 

Provides and maintains a safe environment for caregivers, patients, and guests. 

Collaborates with teams to review processes and identify/implement opportunities for improvements, applying Lean principles, concepts, and tools.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.  

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION:                

Required: Bachelor’s degree or combination of education, related industry certification, and experience to perform the full scope of the position.

Preferred:

LICENSURE/CERTIFICATION/REGISTRATION:

Required: N/A

Preferred: Project Management Professional (PMP®) certification from the Project Management Institute. At least (1) IT or professional certification such as Epic, Workday, Dimensions, ServiceNow, ITIL or PMP  

EXPERIENCE:

Required: Minimum of five (5) years of IT or similar professional experience. Additional experience in a healthcare environment which includes systems and procedure analysis, project management, system support or operational experience in business or clinical area is beneficial.

Preferred: N/A

ADDITIONAL POSITION INFORMATION: 

Travel: Ability to travel to business functions / trainings / meetings for all St. Charles Health System’s sites and affiliate sites as required. Occasional overnight travel will be required.

General Skills:

Manages a high volume of work with efficiency: Has a system for keeping tasks from slipping through the cracks. Able to juggle competing demands and prioritize without sacrificing quality. Identify deadlines and create plans to achieve deadlines.  

Resourceful: Consistently overcomes challenges and leverages resources to creatively solve problems. Proposes solutions to issues without much guidance (but isn’t afraid to ask questions). Proactively asks for help, anticipates problems, and course-corrects where needed.  

Attention to detail: Notices and corrects errors that others might overlook. 

Accountability: Acknowledges mistakes and turns them into learning opportunities. 

Strong sense of ownership, flexibility, and resilience: Plans ahead and find alternative paths to get to the finish line. Bounces back from setbacks and rejections. Holds self to high standards even when things are hectic. Ready to take advantage of unexpected opportunities; adapt quickly as things change. 

Attentive, empathetic leadership: Enthusiasm for meeting and engaging with people. Empathize with the teams we serve. Listen closely to understand needs or concerns and take steps based on that input. Take pride in providing clear, helpful information. 

Inclusive leadership and management: Brings a clear vision and recognizes the value of divergent perspectives. Approaches leadership with a mindset of “power with” rather than “power over” and regularly includes others in planning and decision-making. Able to make and communicate difficult decisions in the best interest of the organization. Creates plans for staff development, retention, strategy, and improving culture. 

Proactive problem solving: Proactively develop solutions to challenges, including by constantly looking at big-picture progress on the programs team, and by flagging any potential upcoming challenges in the organization overall. 

Mathematical Skills:  

Performs intermediate to advanced math (analysis, statistics, significant data, or number manipulation).   

Language Skills:   

Reads, writes, and speaks English. 

Computer Skills: 

Intermediate to advanced proficiency in Microsoft applications (Outlook, Word, Excel, and Visio), database management, and document preparation.  

Demonstrated ability and experience in computer applications and use of electronic medical record keeping systems

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

PHYSICAL REQUIREMENTS: 

Continually (75% or more): Sitting, keyboard operation, use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Standing, lifting 1-10 pounds, grasping/squeezing.

Occasionally (25%): Bending, reaching overhead, carrying/pushing, or pulling 1-10 pounds.

Rarely (10%): Walking, stooping/kneeling/crouching, climbing stairs.

Never (0%): Climbing ladder/stepstool, lifting/carrying/pushing, or pulling 11-50 pounds, operation of a motor vehicle, ability to hear whispered speech level.

Exposure to Elemental Factors

Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

No Risk for Exposure to BBP

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