Engineer

Essential Functions

• Plans, directs, maintains, and coordinates network installation, maintenance, and operations. 
• Work and build trust across cultural differences. 
• Develops and adheres to network security and compliance efforts. 
• Acts as an escalation point to which technical issues can be escalated to troubleshoot and solve problems occurring within the group and the service. 
• Develops, posts, and reports on the health of the service (KPIs) and focuses on continuous 
• improvement for the service area. 
• Works with other affiliates and external customers to provide network services and support. 
• Creates and maintains the network service standards and maintenance protocols. 
• Ensures projects and activities are delivered on schedule and adhere to established standards. 
• Participates in establishing rates and budget; identifies cost savings and reduces expenditures 
• Works with vendors and staff to develop procurement activities in support of technical initiatives and ensures vendors meet contractual requirements 
• Assists with the development of RFPs, RFQs, and RFIs. 
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices. 
• Participating in professional societies. 
• Contributes to team effort by accomplishing related results as needed.
• Uses approved AI-enabled tools to assist with infrastructure troubleshooting, incident triage, alert analysis, log review, root cause analysis, documentation, and service improvement 
• Applies AI-assisted analysis to help accelerate problem identification and resolution while validating findings against source systems, monitoring tools, logs, vendor documentation, and CHN standards
• Identifies opportunities to use AI, automation, APIs, scripting, and workflow tools to improve operational efficiency, service delivery, documentation, reporting, and recurring support processes
• Supports responsible AI usage by following CHN security, privacy, compliance, confidentiality, and data-handling requirements
• Partners with Information Security, Service Desk, vendors, and other IT teams to evaluate and safely use AI-assisted workflows in infrastructure operations and support
• Maintains awareness of emerging AI, automation, cloud, infrastructure, and observability capabilities that may improve system reliability, support quality, and operational effectiveness
• Uses AI-assisted tools to help create or improve technical documentation, runbooks, service health summaries, incident summaries, and knowledge base articles 
• Upholds organizational values and standards, while proactively seeking ways to improve efficiency, equity, and service excellence 
• Ensure compliance with all CHN and affiliate policies, as well as all state and federal regulations 
• Provides positive and development feedback and accountability related to all practices 
• Demonstrates commitment to CHN and Planned Parenthood’s health equity mission, with emphasis on racial equity and community accountability. Demonstrates dedication to learning about racial equity and addressing structural racism in healthcare 
• Consistently delivers high-quality results using sound judgment and data-driven decisions. Prioritizes customer needs by providing prompt, accurate service to all stakeholders   
 
The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time. 
 

Qualifications (Required)

• Bachelor’s degree in Information Technology, Engineering, Computer Science, related field or equivalent experience 

• Demonstrated ability to work well and build trust with diverse teams, including across racial difference 

• Demonstrated ability to flex communication style to multiple cultural environments 

• Demonstrated ability to interact with multiple vendors to achieve integrated solutions 

• Ability to work days, evenings, and weekends as required for 24x7 support 

• Excellent written and verbal communication skills 

• Demonstrated experience in a multi-state/multi-affiliate environment 

• Ability to respond to urgent situations during nonstandard hours with short or no notice 

• Ability to work in a team environment and maintain confidentiality 

• Ability to manage incident, task, and changes in ITSM 

• Strong understanding of cloud, virtual, and physical network infrastructure and network hardware 

• Ability to implement, administer, and troubleshoot cloud, virtual, and physical network infrastructure; devices, including virtual network devices, wireless access points, firewalls, routers, switches, and controllers 

• Ability to create accurate network diagrams and documentation for design and planning network communications 

• Ability to provide specific detailed information for hardware and software selection 

• Demonstrated network security experience in traditional, cloud, and hybrid environments 

• Demonstrated experience managing and troubleshooting virtual private networks (VPNs) 

• Previous experience creating, modifying, and testing message structures, events, and connections 

• Knowledge of application transport and network infrastructure protocols 

• Prior experience providing maintenance and support 

• Demonstrated dedication to Planned Parenthood’s mission, vision, and values 

• Strong interpersonal skills and the ability to build relationships with stakeholders, including staff, board members, and external partners 

• Excellent leadership, time management, and problem-solving skills 

• Ability to work independently and with professional discretion 

• Willingness to travel in accordance with the needs of the position, as outlined in the essential functions. Compliance with all CHN travel policies, including safety guidelines while operating a personal vehicle    

• Demonstrated ability to use approved AI-enabled tools to support troubleshooting, incident analysis, log review, root cause analysis, technical documentation, and operational decision support 

• Understanding of responsible AI use in an enterprise environment, including the need to protect confidential, sensitive, regulated, security-related, and organizational information 

• Ability to validate AI-generated recommendations against authoritative sources, including monitoring tools, system logs, device configurations, vendor documentation, ITSM records, and CHN standards 

• Foundational understanding of how AI, automation, APIs, scripting, and workflow tools can support modern IT operations, infrastructure management, incident response, reporting, and service improvement 

• Ability to identify practical AI-assisted use cases, including incident triage, outage analysis, configuration review, documentation improvement, knowledge base creation, recurring issue analysis, and post-incident summaries 

• Familiarity with writing effective prompts for technical troubleshooting, including providing appropriate context, asking structured questions, reviewing outputs for accuracy, and avoiding the use of restricted or sensitive data in unapproved tools 

Qualifications (Preferred)

• Certifications: CCNP, CCIE R&S, and CCA-N  

Key Requirements

• Commitment to advancing race and equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society 
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions 
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn 
• Strong sense of accountability to equitable practices 
• Understanding of the impact of identity dynamics on organizational culture 
• Commitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standards