Cerner Senior Support Manager at Einstein Medical Center in Philadelphia, Pennsylvania
Senior Support Manager at Einstein Medical Center
The Senior Support Manager will direct the day-to-day operations of Team Leads and Associates assigned to support Cerner Clinical Millennium applications. They must ensure all phases of support are properly coordinated, scheduled, monitored, tracked, escalated and resolved. They will prioritize and schedule work, allocate resources, monitor progress, and support change management . The manager will ensure support efforts meet quality standards, promote client satisfaction, and adhere to service level agreements; act as a resource for questions or issues, and serve as an escalation point for resolving complex issues or situations; manage workflow and reporting relationships to obtain optimum effectiveness.
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Applicants for U.S. based positions with Cerner Corporation must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
Some Cerner positions may be obligated to comply with client-facing requirements and occupational health requests, including but not limited to, an immunization set, an annual flu shot, an annual TB screen, an updated background check, and/or an updated drug screen.
Cerner is a place where people are encouraged to innovate with confidence and focus on what is important – people’s health and the care they receive. We are transforming health care by developing tools and technologies that make it more efficient for care providers and patients to navigate the complexity of our health. From single offices to entire countries, Cerner solutions are licensed at more than 25,000 facilities in over 35 countries.
Cerner’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Cerner is proud to be a drug-free workplace.
EEO is the Law (English) at https://www.cerner.com/-/media/FF88D3155CB245EB98BA1DB8F934E3E5.ashx
E-Verify Participation (English) at https://www.cerner.com/-/media/88648CD9668E49FBA6EB9C11FAA1634F.ashx
Right to Work (English) at https://www.cerner.com/-/media/E1CD6BEF8082430E882E5CD9D5165A86.ashx
EEO is the Law (Spanish) at https://www.cerner.com/-/media/801186E054394473A0E1380768F3FE47.ashx
E-Verify Participation (Spanish) at https://www.cerner.com/-/media/88648CD9668E49FBA6EB9C11FAA1634F.ashx
Right to Work (Spanish) at https://www.cerner.com/-/media/96E03778704E4492B394F95521A0B7E8.ashx
Bachelor's degree in CIS, MIS, IS, Computer Science, Engineering, or Business Administration with emphasis in Information systems or related field, or equivalent relevant work experience
At least 7 years of technical support-related work experience
At least 5 years of people management experience in a support or service management field
At least 3 years of experience supporting an Electronic Medical Record (EMR) system, preferably Cerner Millennium
Possess an in-depth understanding and experience driving support metrics and KPIs
Have an understanding of ITIL Foundations and Concepts
Manage routine associate situations
Direct the work efforts and results of several teams
Develop team goals and manage them for results
Develop associates through coaching performance, completing performance reviews, goal setting and development planning
Drive a culture of to drive high levels of client satisfaction with empathetic, motivated and knowledgeable associates
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