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.
Are you motivated by building strong client relationships and solving complex challenges? Join Oracle Health as an Oracle Health Senior Support Services Owner and help transform healthcare technology for our clients. If you’re passionate about making a lasting impact for both clinicians and patients, we invite you to be a part of our collaborative team.
At Oracle Health, we champion innovation and continuous improvement to advance the way healthcare organizations operate. As an Oracle Health Senior Support Services Owner, you’ll be at the forefront of change and incident management, working directly with our clients to ensure their electronic healthcare system runs smoothly and efficiently. Your leadership will empower seamless experiences for users and help drive excellence in daily operations.
What You’ll Do:
- Serve as the primary contact and trusted advisor for all change and incident management at a key client site, building relationships grounded in transparency and trust.
- Oversee the full lifecycle of system incidents and defects, from logging to resolution, while ensuring clear communication and compliance with service-level expectations.
- Manage change requests and system enhancements, collaborating with both technical teams and client stakeholders to deliver successful improvements.
- Analyze system trends and client feedback to identify and implement opportunities for ongoing process and performance enhancements.
- Develop effective communication strategies, keeping client leaders and end users informed with timely updates, presentations, and reports.
- Foster a collaborative environment by working alongside consulting, product, development, support, and operational teams to anticipate client needs and drive positive outcomes.
- Travel up to 75%.
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.
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Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $28.94 to $67.88 per hour; from: $60,200 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:
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability and long term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- 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.
- 11 paid holidays
- 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.
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal
- 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