What are the responsibilities and job description for the Senior Support Services Owner position at Oracle?
Job Title
Senior Support Services Owner
Job Summary
We are seeking a client-focused, detail-oriented Senior Support Services Owner to oversee change and incident management for an aligned healthcare IT client site. This individual is pivotal in improving client satisfaction with our electronic healthcare system by proactively managing incidents, changes, defects, and enhancements, and ensuring a seamless experience for both clinical and administrative users.
Responsibilities
• Client Relationship Management:
• Act as the primary point of contact for client site regarding all change and incident management issues.
• Build strong, trust-based relationships with client stakeholders, escalating concerns and providing regular status updates.
• Incident & Defect Management:
• Oversee the logging, tracking, prioritization, and resolution of system incidents and defects.
• Coordinate root cause analysis and ensure timely communication and incident resolution in line with service-level agreements (SLAs).
• Change & Enhancement Oversight:
• Manage the process for reviewing, validating, and implementing changes and enhancements to the electronic healthcare system.
• Collaborate with internal technical teams and client leads to assess risk, communicate impacts, and ensure success.
• Continuous Improvement:
• Analyze incident and change trends to identify opportunities for system/process improvements.
• Champion client feedback initiatives, translating insights into actionable enhancements.
• Communication & Reporting:
• Develop effective communication channels and protocols with client site leaders and end users.
• Prepare and deliver concise reports and presentations regarding system performance, incident trends, and change outcomes.
• Cross-Team Collaboration:
• Partner closely with product, development, support, and operational teams to ensure client needs are met and expectations managed.
• Participate in regular internal and client-facing meetings, ensuring appropriate follow-ups and actions.
Qualifications
• Experience:
• 5 years in healthcare IT client-facing roles, specializing in EHR/EMR systems (Cerner Millennium experience is highly valued).
• Experience managing change and incident processes in a clinical or healthcare setting.
• Skills:
• Strong understanding of incident management, change management, and ITIL best practices.
• Excellent interpersonal, negotiation, and client communication skills.
• Analytical thinker, adept at problem-solving and process improvement.
• Certifications (preferred):
• ITIL Foundation, CSM/CSP, or relevant change/incident management certifications.
• Cerner or similar EHR/EMR certifications.
What Success Looks Like
You are passionate about improving the client’s day-to-day experience with their electronic healthcare system. Your proactive management of incidents, changes, defects, and enhancements directly drives higher user satisfaction, adoption, and patient care quality at your client site.
Qualifications:
Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $33.94 to $67.88 per hour; from: $70,600 to $141,200 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC3
Salary : $34 - $68
