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.