Overview
Skills
Job Details
Senior Project Manager
Senior Project Manager to implement a Centralize EHR Helpdesk. Must have a Bachelor's degree and 5+ years IT Project Management Experience.Will report to IT Operations Manager. Reference full job description for complete details.
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.
- Bachelor s degree in Information Technology, Healthcare Informatics, Business Administration, or a related field. Master s degree preferred.
- Project Management Professional (PMP), Certified ScrumMaster (CSM), or ITIL certification is highly desirable.
Experience:
- 5+ years of project management experience, preferably in healthcare IT or EHR implementations.
- Proven experience with ServiceNow ITSM platform implementation, including designing and optimizing workflows.
- Experience with CXone Cloud Contact Center or other call center/contact center solutions.
- Experience with EHR Change Management, including involvement with change management boards and the creation of change governance workflows.
- Strong understanding of EHR systems and their support/operational requirements.
Skills:
- 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.