Project Manager- Senior

2 days ago

Raleigh, United States V-Soft Consulting Group, Inc Full time
Project Manager - Senior (Remote)
Primary Location: Remote

V-Soft Consulting is currently hiring for a Project Manager - Senior (Remote) for our premier client.

WHAT YOULL NEED:
Technical Requirements and Certifications
  • Project Management Professional (PMP), Certified ScrumMaster (CSM), or ITIL certification is highly desirable.

Education and Experience
  • Bachelors degree in Information Technology, Healthcare Informatics, Business Administration, or a related field. Masters degree preferred.
  • 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.

Knowledge, Skills and Abilities
  • 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 project management skills, with the ability to manage complex, multi-phase projects from initiation through completion.
  • Strong understanding of EHR systems and healthcare IT environments, with experience managing change in compliance with HIPAA and HITECH.
  • Analytical and problem-solving skills to assess system performance, troubleshoot issues, and drive continuous improvement.
  • Exceptional communication and leadership skills, with the ability to engage and influence cross-functional teams and stakeholders.

WHAT YOULL DO:
Job 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.

ServiceNow ITSM & Workflow Design:
  • Design, build, and implement workflows within ServiceNow to automate and improve helpdesk operations, including ticket prioritization, assignment, and escalation.
  • Oversee the customization and configuration of ServiceNow ITSM modules (Incident, Problem, Request, and Change Management) to support the EHR helpdesk functions.
  • 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:
  • Design and build call workflows, ensuring that calls are routed efficiently based on ticket priority and specialist availability.
  • Implement and configure CXone Cloud Contact Center to streamline helpdesk communications and call management.
  • 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:
  • Design and implement Change Management workflows within ServiceNow, ensuring proper governance and documentation of changes across healthcare facilities.
  • 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.

Stakeholder Engagement & Training:
  • 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:
  • Monitor performance metrics and user feedback to identify areas for improvement in helpdesk processes, call management, and overall system efficiency.
  • Provide ongoing support after the go-live of the centralized helpdesk and CXone call center solution, ensuring smooth operations and issue resolution.

Interested?
Qualified candidates should send their resumes to

V-Soft Consulting Group is recognized among the top 100 fastest growing staffing companies in North America, V-Soft Consulting Group is headquartered in Louisville, KY with strategic locations in India, Canada and the U.S. V-Soft is known as an agile, innovative technology services company holding several awards and distinctions and has a wide variety of partnerships across diverse technology stacks.

As a valued V-Soft Consultant, youre eligible for full benefits (Medical, Dental, Vision), a 401(k) plan, competitive compensation and more. V-Soft is partnered with numerous Fortune 500 companies, exceptionally positioned to advance your career growth.

V-Soft Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

For more information or to view all our open jobs, please visit or call .

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