Service Desk Transition Lead

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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.