We are seeking a client-focused, detail-oriented Senior Support Services Owner to oversee change and incident management for an aligned healthcare IT client site. This individual is pivotal in improving client satisfaction with our electronic healthcare system by proactively managing incidents, changes, defects, and enhancements, and ensuring a seamless experience for both clinical and administrative users.
Internal Responsibilities
Responsibilities
Are you motivated by building strong client relationships and solving complex challenges? Join Oracle Health as an Oracle Health Senior Support Services Owner and help transform healthcare technology for our clients. If you’re passionate about making a lasting impact for both clinicians and patients, we invite you to be a part of our collaborative team.
At Oracle Health, we champion innovation and continuous improvement to advance the way healthcare organizations operate. As an Oracle Health Senior Support Services Owner, you’ll be at the forefront of change and incident management, working directly with our clients to ensure their electronic healthcare system runs smoothly and efficiently. Your leadership will empower seamless experiences for users and help drive excellence in daily operations.
What You’ll Do:
- Serve as the primary contact and trusted advisor for all change and incident management at a key client site, building relationships grounded in transparency and trust.
- Oversee the full lifecycle of system incidents and defects, from logging to resolution, while ensuring clear communication and compliance with service-level expectations.
- Manage change requests and system enhancements, collaborating with both technical teams and client stakeholders to deliver successful improvements.
- Analyze system trends and client feedback to identify and implement opportunities for ongoing process and performance enhancements.
- Develop effective communication strategies, keeping client leaders and end users informed with timely updates, presentations, and reports.
- Foster a collaborative environment by working alongside consulting, product, development, support, and operational teams to anticipate client needs and drive positive outcomes.
- Travel up to 75%.
Qualifications
• Experience:
• 5+ years in healthcare IT client-facing roles, specializing in EHR/EMR systems (Cerner Millennium experience is highly valued).
• Experience managing change and incident processes in a clinical or healthcare setting.
• Skills:
• Strong understanding of incident management, change management, and ITIL best practices.
• Excellent interpersonal, negotiation, and client communication skills.
• Analytical thinker, adept at problem-solving and process improvement.
• Certifications (preferred):
• ITIL Foundation, CSM/CSP, or relevant change/incident management certifications.
• Cerner or similar EHR/EMR certifications.
What Success Looks Like
You are passionate about improving the client’s day-to-day experience with their electronic healthcare system. Your proactive management of incidents, changes, defects, and enhancements directly drives higher user satisfaction, adoption, and patient care quality at your client site.
External Responsibilities
Responsibilities
Are you motivated by building strong client relationships and solving complex challenges? Join Oracle Health as an Oracle Health Senior Support Services Owner and help transform healthcare technology for our clients. If you’re passionate about making a lasting impact for both clinicians and patients, we invite you to be a part of our collaborative team.
At Oracle Health, we champion innovation and continuous improvement to advance the way healthcare organizations operate. As an Oracle Health Senior Support Services Owner, you’ll be at the forefront of change and incident management, working directly with our clients to ensure their electronic healthcare system runs smoothly and efficiently. Your leadership will empower seamless experiences for users and help drive excellence in daily operations.
What You’ll Do:
- Serve as the primary contact and trusted advisor for all change and incident management at a key client site, building relationships grounded in transparency and trust.
- Oversee the full lifecycle of system incidents and defects, from logging to resolution, while ensuring clear communication and compliance with service-level expectations.
- Manage change requests and system enhancements, collaborating with both technical teams and client stakeholders to deliver successful improvements.
- Analyze system trends and client feedback to identify and implement opportunities for ongoing process and performance enhancements.
- Develop effective communication strategies, keeping client leaders and end users informed with timely updates, presentations, and reports.
- Foster a collaborative environment by working alongside consulting, product, development, support, and operational teams to anticipate client needs and drive positive outcomes.
- Travel up to 75%.
Qualifications
• Experience:
• 5+ years in healthcare IT client-facing roles, specializing in EHR/EMR systems (Cerner Millennium experience is highly valued).
• Experience managing change and incident processes in a clinical or healthcare setting.
• Skills:
• Strong understanding of incident management, change management, and ITIL best practices.
• Excellent interpersonal, negotiation, and client communication skills.
• Analytical thinker, adept at problem-solving and process improvement.
• Certifications (preferred):
• ITIL Foundation, CSM/CSP, or relevant change/incident management certifications.
• Cerner or similar EHR/EMR certifications.
What Success Looks Like
You are passionate about improving the client’s day-to-day experience with their electronic healthcare system. Your proactive management of incidents, changes, defects, and enhancements directly drives higher user satisfaction, adoption, and patient care quality at your client site.
