Senior Project Manager
*This is a hybrid position
Description:
- The Project Manager will be responsible for leading the implementation of a centralized Electronic Health Record EHR helpdesk using ServiceNow ITSM and building call workflows with the CXone Cloud Contact Center platform.
- This role involves managing the deployment of integrated helpdesk operations across the healthcare system and optimizing service workflows to enhance support for end-users.
- The Project Manager will also serve as a consultant on the EHR Change Management Board and assist in developing change management workflows within ServiceNow to ensure compliance and seamless operations.
Responsibilities:
Project Management:
- Lead the end-to-end project management of the centralized EHR helpdesk implementation using ServiceNow ITSM and CXone Cloud Contact Center ensuring that all deliverables’ timelines and quality standards are met.
- Develop detailed project plans timelines budgets and resource allocations to ensure project goals are achieved within scope and on time.
- Manage communication and collaboration between internal IT teams clinical stakeholders’ vendors and external partners.
- Coordinate with cross-functional teams to ensure the integration of CXone with the helpdesk solution and ServiceNow for seamless call routing ticketing and workflow automation.
ServiceNow ITSM Workflow Design:
- Oversee the customization and configuration of ServiceNow ITSM modules Incident Problem Request and Change Management to support the EHR helpdesk functions.
- Design build and implement workflows within ServiceNow to automate and improve helpdesk operations including ticket prioritization assignment and escalation.
- Collaborate with internal teams to map out and optimize the ServiceNow workflows that are tied to EHR support and helpdesk operations.
CXone Cloud Contact Center:
- Implement and configure CXone Cloud Contact Center to streamline helpdesk communications and call management.
- Design and build call workflows ensuring that calls are routed efficiently based on ticket priority and specialist availability.
- Oversee the integration between CXone and ServiceNow ensuring that call data is captured and linked to service tickets for reporting and workflow automation.
EHR Change Management:
- Serve as a key consultant and contributor on the EHR Change Management Board ensuring that any changes to the EHR system are appropriately reviewed tested and implemented.
- Design and implement Change Management workflows within ServiceNow ensuring proper governance and documentation of changes across healthcare facilities.
- Ensure alignment with industry standards and regulatory requirements e.g. HIPAA HITECH during the management of system changes and upgrades.
Stakeholder Engagement Training:
- Gather requirements from clinical and administrative departments to ensure that the helpdesk solution meets end-user needs and organizational goals.
- Coordinate user acceptance testing UAT and oversee training programs for helpdesk staff and end-users on the ServiceNow and CXone platforms.
- Provide regular updates to senior leadership on project status risks and key performance indicators KPIs.
Post-Implementation Support Continuous Improvement:
- Provide ongoing support after the go-live of the centralized helpdesk and CXone call center solution ensuring smooth operations and issue resolution.
- Monitor performance metrics and user feedback to identify areas for improvement in helpdesk processes call management and overall system efficiency.
- Lead efforts to optimize and continuously improve the helpdesk operations and workflows.
Education:
- Bachelors degree in Information Technology Healthcare Informatics Business Administration or a related field. Masters degree preferred.
- Project Management Professional PMP Certified ScrumMaster CSM or ITIL certification is highly desirable.
Skills/Knowledge/Experience:
- Strong project management skills with the ability to manage complex multi-phase projects from initiation through completion.
- Excellent knowledge of ITSM best practices and the ability to design effective helpdesk workflows using ServiceNow.
- Proficiency with CXone or similar cloud contact center platforms including call flow design and integration with helpdesk systems.
- Strong understanding of EHR systems and healthcare IT environments with experience managing change in compliance with HIPAA and HITECH.
- Exceptional communication and leadership skills with the ability to engage and influence cross-functional teams and stakeholders.
- Analytical and problem-solving skills to assess system performance troubleshoot issues and drive continuous improvement.
Working Conditions:
- Primarily office-based with the potential for hybrid or remote work options based on project requirements.
- Occasional travel to healthcare facilities within the organization may be required.
- Availability for on-call support during critical project phases go-live or change implementation periods.
Required Skills/Knowledge/Experience:
- Strong project management skills, with the ability to manage complex, multi-phase projects from initiation through completion., Required 5 Years
- Knowledge of ITSM best practices and the ability to design effective helpdesk workflows using ServiceNow, Required 5 Years
- Strong understanding of EHR systems and healthcare IT environments, with experience managing change in compliance with HIPAA and HITECH, Required 5 Years
- Proficiency with CXone or similar cloud contact center platforms, including call flow design and integration with helpdesk systems, Required 5 Years
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