Service Desk Transition Lead

Nordic Global; United States; On-site; USD 100,000 - 150,000; Full time

Job summary

Nordic Global is seeking a Clinical and Technical Service Desk Transition Lead to oversee transitions within Managed Services, focusing on Clinical Service Desk, ITSM, and patient portal environments. You will coordinate discovery with EpicEMR analysts, manage schedules, and drive risk resolution across internal and external teams.

The role emphasizes collaboration with clients and third parties, knowledge transfer, training material development, and documentation to ensure a smooth transition

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.

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.