Oracle Health Senior Support Services Owner

Oracle; Olympia (WA); Sur place; USD 70 000 - 166 000; Plein temps

Avantages offerts par ce poste

Health insurance

Paid time off

401(k) plan

Résumé du poste

Oracle Health is seeking a Senior Support Services Owner to oversee change and incident management for a key healthcare IT client site. You will proactively manage incidents, changes, defects, and enhancements to improve clinician and administrative user experience.

With 5+ years in healthcare IT client-facing roles and Cerner Millennium experience valued, you will lead cross-functional teams, ensure SLAs, and drive continuous improvements in IT operations.

Qualifications

• 5+ years in healthcare IT client-facing roles focusing on EHR/EMR systems, Cerner Millennium valued.
• Experience managing change and incident processes in clinical/healthcare settings.
• Strong understanding of incident/change management and ITIL best practices.
• Excellent interpersonal, negotiation and client communication skills.
• Preferred ITIL Foundation, CSM/CSP or relevant certifications; Cerner/EMR certs encouraged.

Responsabilités

• Serve as primary contact and trusted advisor for change/incident management at a key client site.
• Oversee lifecycle of incidents/defects, ensuring clear communication and SLAs.
• Manage change requests and system enhancements with technical and client stakeholders.
• Analyze system trends and feedback to drive process and performance improvements.
• Develop communication strategies with client leaders and end users.
• Collaborate with consulting, product, development, and operations teams.
• Travel up to 75%.

Connaissances

EHR/EMR system experience

Client-facing

Incident management

Change management

ITIL practices

Interpersonal skills

Formation

ITIL Foundation

Cerner Millennium or similar EHR certification

Outils

Cerner Millennium

Description du poste

Job Description

We are seeking a client-focused, detail-oriented Senior Support Services Owner to oversee change and incident management for an aligned healthcare IT client site. This individual is pivotal in improving client satisfaction with our electronic healthcare system by proactively managing incidents, changes, defects, and enhancements, and ensuring a seamless experience for both clinical and administrative users.

Responsibilities

Are you motivated by building strong client relationships and solving complex challenges? Join Oracle Health as an Oracle Health Senior Support Services Owner and help transform healthcare technology for our clients. If you’re passionate about making a lasting impact for both clinicians and patients, we invite you to be a part of our collaborative team.

At Oracle Health, we champion innovation and continuous improvement to advance the way healthcare organizations operate. As an Oracle Health Senior Support Services Owner, you’ll be at the forefront of change and incident management, working directly with our clients to ensure their electronic healthcare system runs smoothly and efficiently. Your leadership will empower seamless experiences for users and help drive excellence in daily operations.

What You’ll Do:

• Serve as the primary contact and trusted advisor for all 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, while ensuring clear communication and compliance with service-level expectations.

• Manage change requests and system enhancements, collaborating with both technical teams and client stakeholders to deliver successful improvements.

• Analyze system trends and client feedback to identify and implement opportunities for ongoing process and performance enhancements.

• Develop effective communication strategies, keeping client leaders and end users informed with timely updates, presentations, and reports.

• Foster a collaborative environment by working alongside consulting, product, development, support, and operational teams to anticipate client needs and drive positive outcomes.

• Travel up to 75%.

Qualifications

Experience:

5+ years in healthcare IT client-facing roles, specializing in EHR/EMR systems (Cerner Millennium experience is highly valued).

Experience managing change and incident processes in a clinical or healthcare setting.

Skills:

Strong understanding of incident management, change management, and ITIL best practices.

Excellent interpersonal, negotiation, and client communication skills.

Analytical thinker, adept at problem-solving and process improvement.

Certifications (preferred):

ITIL Foundation, CSM/CSP, or relevant change/incident management certifications.

Cerner or similar EHR/EMR certifications.

What Success Looks Like

You are passionate about improving the client’s day-to-day experience with their electronic healthcare system. Your proactive management of incidents, changes, defects, and enhancements directly drives higher user satisfaction, adoption, and patient care quality at your client site.

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $70,400 to $166,100 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

As part of Oracle’s onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life‑saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [e-mail] or by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.