Senior Change Management Analyst

2 weeks ago

Montgomery, Alabama, United States Oracle Full time
Job Overview


As a key member of the Support organization, your primary objective is to provide exceptional post-sales assistance and solutions to the Oracle Health Federal clientele while acting as a champion for customer requirements.

This role encompasses addressing post-sales non-technical inquiries through various communication channels, alongside technical queries related to the utilization and troubleshooting of our Electronic Support Services.

As a principal contact for clients, you will be responsible for nurturing customer relationships with the Support team and offering guidance to internal Oracle personnel on a variety of customer scenarios and escalated matters.

Position Responsibilities


The Lead Change Implementation Analyst position is a seasoned support role within the Support Services of the Global Services organization. This position entails executing intricate solution-related service request configurations for application upkeep.

Your responsibilities will include conducting scope assessments by collecting pertinent information, utilizing application tools for system configuration, including large-scale setups with efficiency tools.

You will implement and oversee change management protocols, engage with end users, and verify workflows for configuration accuracy.

Additionally, you will provide comprehensive consultations on solution best practices and standards across multiple solutions. This role is a contractually obligated, client-facing position aimed at fulfilling a fixed fee agreement with specific service level expectations.

Failure to meet these service level expectations may result in financial repercussions, including revenue refunds to the client and potential contract opt-out scenarios, both of which could lead to decreased revenue.

Basic Qualifications
  • Minimum of 3 years' experience with Cerner Millennium
  • At least 3 years' experience in Cerner Patient Accounting
  • Strong ability to prioritize tasks with varying levels of urgency
  • Demonstrated time management, analytical thinking, and complex problem-solving capabilities
  • Possession of the relevant government security clearance card applicable to your role
  • Due to contractual obligations, U.S. citizenship is required for this position
  • Security Clearance is mandatory for this role.
Preferred Qualifications
  • Minimum of 3 years of clinical or customer service experience
  • Knowledge of CCL/SQL command language
  • Career Level - IC0
Key Responsibilities


In this capacity, you will offer mentorship and immediate solutions for a wide range of technical and non-technical customer challenges, including but not limited to: product compatibility and configuration, support entitlements and validation, electronic support troubleshooting, and product availability.

You will manage open service requests, implement solutions, analyze software issues, and document case notes in the tracking system. The work is semi-routine in nature, with support being delivered through electronic channels (web, email, etc.) or via phone. This position may require working in a call center environment as necessary.

Moreover, you will serve as the initial point of contact for new clients, introducing and educating them about Oracle's offerings.

There will also be opportunities to deepen your understanding of specific product areas within our core technologies and/or applications.

Ideal Candidate Profile
  • Deadline-oriented
  • Strong prioritization skills
  • Technical background is advantageous
  • Experience in customer service
  • Highly organized
  • Ability to navigate complex problems
  • Willingness to learn
  • Adaptable to a fast-paced environment

We look forward to your application.

Additional Information


Prior experience with or a desire to rapidly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledge base, MS Office tools, and our Electronic Support Service Offerings is essential.

Furthermore, a solid understanding of operating systems, hardware environments, software, networking, Oracle products, and their interrelations in a customer context is necessary.

A bachelor's degree is preferred, and an ideal candidate will exhibit excellent communication skills, demonstrate prior success as an effective team player, and show a commitment to ensuring customer satisfaction.

Disclaimer


Certain customer-facing roles may be subject to compliance with applicable requirements, such as immunization and occupational health mandates.

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