Job Description | NC DHHS is need of a 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. Position Overview: - 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.
Key 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.
Qualifications: Education: - 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.
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