Service Desk Transition Lead

Healthtech Inc; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Remote work

Travel up to 10%

Job summary

Nordic is seeking a Transition Lead to manage and execute Clinical and Technical Service Desk transitions within Managed Services, concentrating on Epic EMR support. The role involves coordinating with Clients, Third Parties, and internal teams to ensure a smooth transition and knowledge transfer throughout the project lifecycle.

Strong background in healthcare IT, ITIL/PMI credentials, and excellent communication skills are required.

Qualifications

• Eight (8) plus years of Service Desk Transition/Transformation experience in Managed Services.
• Knowledge of Healthcare EMR systems with Epic focus.
• Experience managing risks, issues, action items, and escalations.
• Strong written skills for documentation, knowledge base articles, process maps, and training materials.
• Excellent collaboration across internal and external teams.

Responsibilities

• Manage Service Desk transition and transformation activities from start to finish.
• Keep transition tasks, milestones, and deliverables on track.
• Provide expert guidance on Service Desk requirements to Clients and Third Parties.
• Coordinate activities with internal teams, Clients, and Third Parties.
• Conduct discovery sessions with Client SMEs and Analysts.

Skills

Service Desk Transition

Epic EMR

Risk Management

Stakeholder Communication

ITIL

PMI Certification

Remote Collaboration

Office 365

Education

ITIL Certification

PMI Certification (PMP)

Tools

ITSM

Epic EMR

Office 365

Job description

Make a difference. Be happy. Grow your career.

The Role

The Clinical and Technical Service Desk Transition Lead will be part of the Transition Team within Managed Services. This position will be responsible for successfully managing and executing Service Desk transitions within the Applications and Information Technology environment including technical, clinical, and patient portal with the primary focus being Clinical Service Desk. The Clinical and Technical Service Desk Transition Lead will work with team members both internally and externally to develop and execute the Service Desk transition project schedule throughout the lifecycle of the transition resulting in a successful assumption of service.

Key Responsibilities

• Manage Service Desk transition and transformation activities to support the in-scope Service Desk services from beginning to end based on contractual obligations.
• Manage Service Desk activities to ensure they remain on track and progress forward based on the key transition tasks/activities, deliverables, and milestones.
• Provide expert guidance on Service Desk support requirements to Clients and Third Parties.
• Coordinate Service Desk activities with internal teams, Clients, and Third Parties.
• Conduct and manage discovery sessions with Client Subject Matter Experts, primarily EpicEMR Application Analysts and Technical Analysts.
• Conduct and manage knowledge transfer, documentation creation, and ITSM configuration facilitation.
• Work with Nordic Service Desk Trainers to develop Client specific training materials and other documentation.
• Develop and publish Knowledgebase Articles in ITSM systems.
• Work with the Project Master Scheduler to outline all Service Desk tasks/activities in the project schedule.
• Identify, evaluate, recommend, and drive the analysis and resolution of gaps, issues, and risks.
• Develop presentations and summary reports for various stakeholders and facilitate discussions to raise and resolve issues, risks, and escalations.
• Advise leaders on key business decisions and major issues based on Service Desk transition and transformation activities.
• Build relationships with Clients and facilitate discussions with a partnership in mind.
• Support sales activities related to Service Desk transitioning and/or transforming to Nordic.
• Support contract development and present Service Desk transition and transformation elements to future Clients.
• Assist in continuous refinement of Service Desk transition methodology and templates while incorporating lessons learned, including Client feedback.
• Additional duties as assigned.

Skills and Experience

• Eight (8) plus years of Service Desk Transition and/or Transformation experience within a Managed Services environment, with a focus on Epic application support.
• Knowledge of Healthcare EMR systems with a primary focus on Epic systems.
• Experience managing risks, issues, action items, and escalations.
• Strong written skills for documentation writing, knowledge base articles, process maps, workflow, training materials, etc.
• Strong working skills and collaboration across internal and external teams.
• Proven track record of successfully communicating to and influencing leadership based on facts and data.
• Ability to communicate with and influence leadership based on recommendations.
• Proven experience developing and presenting project status and executive summary.
• ITIL and PMI certification a plus.
• Effectively build relationships with partners and collaborate across internal and external teams.
• Excellent communication skills (English verbal and written).
• Strong MS Office or O365 skills and experience.
• Ability to work independently in a remote environment.

Additional details

• Ability to travel up to 10%.
• Predominantly remote position.

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.