ITSM ServiceNow Manager (Jobs in Raleigh, NC)   Requirement id 150047 Job title Manager Job location in Raleigh, NC Skills required Project Management Skills, ITSM, EHR System, ServiceNow Open Date 17-Oct-2024 Close Date Job type Contract Duration 12 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Manager: Project Management Skills, ITSM, EHR System, ServiceNow Hybrid No of Submissions : 1 start date : 11/04/2024 End date : 11/04/2025 submission deadline : 10/23/2024 client info : NCDHHS Note: * Agency Interview Type: Webcam Interview Only Description : Position Overview: The Project Manager will be responsible for leading the implementation of a centralized Electronic Health Record (EHR) helpdesk using ServiceNow ITSM and building call workflows with the CXone Cloud Contact Center platform. This role involves managing the deployment of integrated helpdesk operations across the healthcare system and optimizing service workflows to enhance support for end-users. The Project Manager will also serve as a consultant on the EHR Change Management Board and assist in developing change management workflows 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.   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 150047 while calling.   Other jobs in NC: Chapel Hill (2), Charlotte (58), Dix Campus (1), Greensboro (3), Morrisville (2), North Charlotte (2), Raleigh (96), St Raleigh (2), Winston Salem (3), Project Management Skills job openings in Raleigh, NC Jobs List DHHS Digitization Program Director (735931) Create date: 28-May-2024 Hybrid No of Submissions : 1 start date :06/01/2024 End date :05/30/2025 submission deadline : 06/03/2024 client info : NCDHHS-PH Description : Overview: The Vital Records Digitization Program Director is responsibl.... 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