A leading healthcare services company working across the system to improve service delivery and patient outcomes.
Responsible for the service delivery management of incidents involving one or more applications. This includes all incident documentation, troubleshooting, analysis, discovery, resolution, and communication. Additionally, this position will be responsible for working with other teams including: corporate leadership, support vendors, other IS teams, and hospital staff. The Incident Manager also serves as the primary escalation point for complex incidents, prioritizes incidents, and engages pertinent stakeholders.
The Incident Manager will also be responsible for driving improved customer service to identify, analyze, and correct problems.
Other Responsibilities include but are not limited to:
-Incident Communication: End users, Facility leaders, Regional leaders, Executive team
-Incident Trending, Reporting, and Dashboards: drive the creation and delivery of high-level as well as detailed reporting
Additional responsibilities include, but are not limited to: serve as incident management liaison with the following: Leadership, clinical standard teams, vendor support teams, regional leadership, and customers.
Qualifications-Bachelor’s Degree
-Minimum 5 years’ experience with healthcare information systems and technology
-Strong Cerner Millennium experience
-Experience with all phases of ITIL service management: incident management, request management, change management, problem management, and continuous process improvement
-Experience with troubleshooting clinical applications
-Experience with ITSM systems and associated metrics. Remedyforce experience preferred.
-Strong customer service, coordination and interpersonal skills
-Excellent verbal and written communication skills
-Expert level knowledge of MS Excel for data analysis (pivot tables, graphs, Vlookup, etc.)
-Experience working with Business Intelligence reporting tools
Additional Experience with the following is preferred:
Partnering with vendors, support teams, advisory teams, and customers to drive process and service improvement
Planning, organizing, and facilitating software issue remediation activities
Reporting, monitoring, and resolution of process and IT system related issues.
Participating in EHR system implementations.
Additional Information"US Citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time. Odyssey does NOT work with third-party or subcontracting firms."
Skills Required
- Bachelor's degree
- At least 5 years of experience with healthcare information systems and technology
- Strong Cerner Millennium experience
- Experience with incident, request, change, and problem management, plus continuous process improvement
- Experience troubleshooting clinical applications
- Experience with ITSM systems and associated metrics
- Strong customer service, coordination, and interpersonal skills
- Excellent verbal and written communication skills
- Expert-level Microsoft Excel knowledge for data analysis, including pivot tables, graphs, and VLOOKUP
- Experience with Business Intelligence reporting tools
- Remedyforce experience
- Experience partnering with vendors, support teams, advisory teams, and customers on process and service improvement
- Experience planning, organizing, and facilitating software issue remediation activities
- Experience reporting, monitoring, and resolving process and IT system issues
- Experience participating in EHR system implementations
What We Do
Odyssey Information Services provides IT consulting and professional and managed service solutions that help our clients achieve their business goals.
