Oracle Health Senior Support Services Owner
About The Position
Oracle Health is seeking a client-focused, detail-oriented Senior Support Services Owner to oversee change and incident management for an aligned healthcare IT client site. The role is a primary point of contact and trusted advisor for client-site change and incident management, helping improve satisfaction with the electronic healthcare system and provide a smooth experience for clinical and administrative users. The position oversees incidents, defects, change requests, and system enhancements from intake through resolution or delivery. It works directly with client stakeholders and internal consulting, product, development, support, and operations teams; maintains clear communication and service-level compliance; and uses system trends and client feedback to identify improvements. Travel up to 75% is required.
Requirements
- At least 5 years of experience in healthcare IT client-facing roles.
- Experience specializing in EHR/EMR systems.
- Experience managing change and incident processes in a clinical or healthcare setting.
- Strong understanding of incident management, change management, and ITIL best practices.
- Excellent interpersonal, negotiation, and client communication skills.
- Analytical thinking, problem-solving, and process improvement skills.
Nice To Haves
- Cerner Millennium experience is highly valued.
- ITIL Foundation, CSM/CSP, or relevant change/incident management certifications.
- Cerner or similar EHR/EMR certifications.
Responsibilities
- Serve as the primary contact and trusted advisor for change and incident management at a key client site.
- Oversee the lifecycle of system incidents and defects, from logging through resolution, while maintaining clear communication and meeting service-level expectations.
- Manage change requests and system enhancements in collaboration with technical teams and client stakeholders.
- Analyze system trends and client feedback to identify and implement process and performance improvements.
- Develop communication strategies and provide client leaders and end users with timely updates, presentations, and reports.
- Collaborate with consulting, product, development, support, and operational teams to anticipate client needs and drive positive outcomes.
- Travel up to 75%.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Short-term disability
- Long-term disability
- Life insurance and AD&D
- Supplemental life insurance
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) plan with company match
- Flexible vacation for eligible salaried employees or accrued vacation for other eligible employees
- 11 paid holidays
- Paid sick leave
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal benefits
- Voluntary auto, homeowner, and pet insurance
- Bonus and equity may be available
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
