NC DHHS is need of a Senior Project Manager to implement a Centralize EHR Helpdesk. Must have a Bachelor's degree and 5+ years IT Project Management Experience.Will report to IT Operations Manager. Reference full job description for complete details.
Position Overview:
The Project Manager will be responsible for leading theimplementation of a centralized Electronic Health Record (EHR) helpdesk using ServiceNowITSM and building call workflows with the CXone Cloud Contact Center platform.This role involves managing the deployment of integrated helpdesk operationsacross the healthcare system and optimizing service workflows to enhancesupport for end-users. The Project Manager will also serve as a consultant onthe EHR Change Management Board and assist in developing change managementworkflows within ServiceNow to ensure compliance and seamless operations.
Key Responsibilities:
Project Management:
- Lead the end-to-end project management of the centralized EHR helpdesk implementation using ServiceNow ITSM and CXone Cloud Contact Center, ensuring that all deliverables, timelines, and quality standards are met.
- Develop detailed project plans, timelines, budgets, and resource allocations to ensure project goals are achieved within scope and on time.
- Manage communication and collaboration between internal IT teams, clinical stakeholders, vendors, and external partners.
- Coordinate with cross-functional teams to ensure the integration of CXone with the helpdesk solution and ServiceNow for seamless call routing, ticketing, and workflow automation.
ServiceNow ITSM & Workflow Design:
- Oversee the customization and configuration of ServiceNow ITSM modules (Incident, Problem, Request, and Change Management) to support the EHR helpdesk functions.
- Design, build, and implement workflows within ServiceNow to automate and improve helpdesk operations, including ticket prioritization, assignment, and escalation.
- Collaborate with internal teams to map out and optimize the ServiceNow workflows that are tied to EHR support and helpdesk operations.
CXone Cloud Contact Center:
- Implement and configure CXone Cloud Contact Center to streamline helpdesk communications and call management.
- Design and build call workflows, ensuring that calls are routed efficiently based on ticket priority and specialist availability.
- Oversee the integration between CXone and ServiceNow, ensuring that call data is captured and linked to service tickets for reporting and workflow automation.
EHR Change Management:
- Serve as a key consultant and contributor on the EHR Change Management Board, ensuring that any changes to the EHR system are appropriately reviewed, tested, and implemented.
- Design and implement Change Management workflows within ServiceNow, ensuring proper governance and documentation of changes across healthcare facilities.
- Ensure alignment with industry standards and regulatory requirements (e.g., HIPAA, HITECH) during the management of system changes and upgrades.
Stakeholder Engagement & Training:
- Gather requirements from clinical and administrative departments to ensure that the helpdesk solution meets end-user needs and organizational goals.
- Coordinate user acceptance testing (UAT) and oversee training programs for helpdesk staff and end-users on the ServiceNow and CXone platforms.
- Provide regular updates to senior leadership on project status, risks, and key performance indicators (KPIs).
Post-Implementation Support & Continuous Improvement:
- Provide ongoing support after the go-live of the centralized helpdesk and CXone call center solution, ensuring smooth operations and issue resolution.
- Monitor performance metrics and user feedback to identify areas for improvement in helpdesk processes, call management, and overall system efficiency.
- Lead efforts to optimize and continuously improve the helpdesk operations and workflows.
Qualifications:
Education:
- Bachelor’s degree in Information Technology, Healthcare Informatics, Business Administration, or a related field. Master’s degree preferred.
- Project Management Professional (PMP), Certified ScrumMaster (CSM), or ITIL certification is highly desirable.
Experience:
- 5+ years of project management experience, preferably in healthcare IT or EHR implementations.
- Proven experience with ServiceNow ITSM platform implementation, including designing and optimizing workflows.
- Experience with CXone Cloud Contact Center or other call center/contact center solutions.
- Experience with EHR Change Management, including involvement with change management boards and the creation of change governance workflows.
- Strong understanding of EHR systems and their support/operational requirements.
Skills:
- Strong project management skills, with the ability to manage complex, multi-phase projects from initiation through completion.
- Excellent knowledge of ITSM best practices and the ability to design effective helpdesk workflows using ServiceNow.
- Proficiency with CXone or similar cloud contact center platforms, including call flow design and integration with helpdesk systems.
- Strong understanding of EHR systems and healthcare IT environments, with experience managing change in compliance with HIPAA and HITECH.
- Exceptional communication and leadership skills, with the ability to engage and influence cross-functional teams and stakeholders.
- Analytical and problem-solving skills to assess system performance, troubleshoot issues, and drive continuous improvement.
Working Conditions:
- Primarily office-based, with the potential for hybrid or remote work options based on project requirements.
- Occasional travel to healthcare facilities within the organization may be required.
- Availability for on-call support during critical project phases, go-live, or change implementation periods.
Required/Desired Skills
| Skill | Required /Desired | Amount | of Experience |
|---|
| Strong project management skills, with the ability to manage complex, multi-phase projects from initiation through completion. | Required | 5 | Years |
| Knowledge of ITSM best practices and the ability to design effective helpdesk workflows using ServiceNow | Required | 5 | Years |
| Strong understanding of EHR systems and healthcare IT environments, with experience managing change in compliance with HIPAA and HITECH | Required | 5 | Years |
| Proficiency with CXone or similar cloud contact center platforms, including call flow design and integration with helpdesk systems | Required | 5 | Years |
Questions
| No. | Question |
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| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement? |
| Question2 | All work must be completed remotely or hybrid . Do you accept this requirement? |
| Question3 | Candidate must be able to attend an MS Teams Virtual interview. Do you accept this requirement? |
| Question4 | Please list candidate’s email address.
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| Question5 | Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment. |
| Question6 | Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement? |
| Question7 | Vendor must notify the agency if any portion of the requirements listed in this task order is to be outsourced to other countries. Do you accept this requirement? |
| Question8 | Candidates submitted above the rate of - will not be considered. Do you accept this requirement? |
| Question9 | Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement? |
| Question10 | Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate’s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?
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