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 pivotal in improving client satisfaction with the electronic healthcare system by proactively managing incidents, changes, defects, and enhancements, and ensuring a seamless experience for clinical and administrative users. The Senior Support Services Owner serves as the primary contact and trusted advisor for change and incident management at a key client site. The role oversees incidents and defects from logging through resolution, manages change requests and system enhancements, and works with client stakeholders and technical teams to deliver improvements. It also analyzes system trends and client feedback, develops communications for client leaders and end users, and collaborates with consulting, product, development, support, and operational teams. Travel may be required up to 75%.
Requirements
- At least 5 years of experience in healthcare IT client-facing roles, 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 and problem-solving skills, with an ability to improve processes.
Nice To Haves
- Cerner Millennium experience.
- 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, building relationships grounded in transparency and trust.
- Oversee the full lifecycle of system incidents and defects, from logging to resolution, ensuring clear communication and compliance with 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
- Supplemental life insurance for employees, spouses, and children
- 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
- Potential eligibility for equity
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
