服务台转型负责人
Service Desk Transition Lead
发挥影响力。快乐工作。提升职业发展。
职位描述
临床与技术客服台过渡负责人将作为托管服务团队中的过渡团队成员。该职位将负责在应用和信息技术环境中成功管理并执行客服台的过渡，包括技术、临床和患者门户，主要关注临床客服台。临床与技术客服台过渡负责人将与内部和外部团队成员合作，制定并执行客服台过渡项目计划，贯穿整个过渡生命周期，最终实现服务的顺利承接。
主要职责
- 根据合同义务，从头到尾管理客服台过渡和转型活动，以支持范围内的客服台服务。
- 管理客服台活动，确保其按照关键过渡任务/活动、交付成果和里程碑保持进度。
- 为客户提供和第三方提供关于客服台支持需求的专业指导。
- 协调内部团队、客户和第三方的客服台活动。
- 与客户主题专家进行访谈，主要是EpicEMR应用分析师和技术分析师。
- 进行并管理知识转移、文档创建和ITSM配置支持。
- 与北欧客服台培训师合作，开发客户特定的培训材料和其他文档。
- 在ITSM系统中开发并发布知识库文章。
- 与项目主调度员合作，在项目计划中列出所有客服台任务/活动。
- 识别、评估、推荐并推动对差距、问题和风险的分析和解决。
- 为不同利益相关者制作演示文稿和总结报告，并组织讨论以提出和解决问题、风险和升级事项。
- 根据客服台过渡和转型活动，向领导层提供建议，涉及关键业务决策和重大问题。
- 与客户建立关系，并以合作精神进行沟通。
- 支持与客服台过渡和/或向北欧转型相关的销售活动。
- 支持合同开发，并向未来客户展示客服台过渡和转型要素。
- 协助持续优化客服台流程
查看英文原文
Make a difference. Be happy. Grow your career.
The Role
The Clinical and Technical Service Desk Transition Lead will be part of the Transition Team within Managed Services. This position will be responsible for successfully managing and executing Service Desk transitions within the Applications and Information Technology environment including technical, clinical, and patient portal with the primary focus being Clinical Service Desk. The Clinical and Technical Service Desk Transition Lead will work with team members both internally and externally to develop and execute the Service Desk transition project schedule throughout the lifecycle of the transition resulting in a successful assumption of service.
Key Responsibilities
- Manage Service Desk transition and transformation activities to support the in-scope Service Desk services from beginning to end based on contractual obligations.
- Manage Service Desk activities to ensure they remain on track and progress forward based on the key transition tasks/activities, deliverables, and milestones.
- Provide expert guidance on Service Desk support requirements to Clients and Third Parties.
- Coordinate Service Desk activities with internal teams, Clients, and Third Parties.
- Conduct and manage discovery sessions with Client Subject Matter Experts, primarily EpicEMR Application Analysts and Technical Analysts.
- Conduct and manage knowledge transfer, documentation creation, and ITSM configuration facilitation.
- Work with Nordic Service Desk Trainers to develop Client specific training materials and other documentation.
- Develop and publish Knowledgebase Articles in ITSM systems.
- Work with the Project Master Scheduler to outline all Service Desk tasks/activities in the project schedule.
- Identify, evaluate, recommend, and drive the analysis and resolution of gaps, issues, and risks.
- Develop presentations and summary reports for various stakeholders and facilitate discussions to raise and resolve issues, risks, and escalations.
- Advise leaders on key business decisions and major issues based on Service Desk transition and transformation activities.
- Build relationships with Clients and facilitate discussions with a partnership in mind.
- Support sales activities related to Service Desk transitioning and/or transforming to Nordic.
- Support contract development and present Service Desk transition and transformation elements to future Clients.
- Assist in continuous refinement of Service Desk transition methodology and templates while incorporating lessons learned, including Client feedback.
- Additional duties as assigned.
Skills and Experience
- Eight (8) plus years of Service Desk Transition and/or Transformation experience within a Managed Services environment, with a focus on Epic application support.
- Knowledge of Healthcare EMR systems with a primary focus on Epic systems.
- Experience managing risks, issues, action items, and escalations.
- Strong written skills for documentation writing, knowledge base articles, process maps, workflow, training materials, etc.
- Strong working skills and collaboration across internal and external teams.
- Proven track record of successfully communicating to and influencing leadership based on facts and data.
- Ability to communicate with and influence leadership based on recommendations.
- Proven experience developing and presenting project status and executive summary.
- ITIL and PMI certification a plus.
- Effectively build relationships with partners and collaborate across internal and external teams.
- Excellent communication skills (English verbal and written).
- Strong MS Office or O365 skills and experience.
- Ability to work independently in a remote environment.
Additional details
- Ability to travel up to 10%.
- Predominantly remote position.
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
Originally posted on Himalayas