Job Description
The Lead Change Implementation Analyst role is a tenured support job in Support Services, Global Services organization. This role is responsible to perform complex solution-related service request configuration for application maintenance. This person will perform scope assessment by gathering information, using application tools for configuring the system including large-scale configurations with efficiency tools. They will apply and execute the change management processes, communicate and shadow end users, and test workflows for accuracy of configuration. They will also perform in-depth level consultation on solution best practices and standards of build across multiple solutions. This resource is a contractually committed, client-facing function to deliver a fixed fee agreement with service level requirements. If the service level requirements are not met, we will pay a portion of revenue back to the client and additionally be at risk of client being able to opt out of the contract, both resulting in reduced revenue.
Basic Qualifications:
- 3+ years’ experience in Cerner Millennium
- 3+ years’ experience with scheduling
- Highly skilled at prioritizing work with varying degrees of scope and urgency
- Proven time management, critical thinking, and complex problem solving skills
- Receipt of the appropriate government security clearance card applicable for your position
- Due to the client contract, you will be assigned, this position requires you to be a U.S. citizen
- Security Clearance Required for this role.
Preferred Qualifications:
- At least 3 years of clinical or customer service experience
CCL/SQL command language knowledge
Career Level - IC0
Career Level - IC0
Responsibilities
In this role, you will provide mentorship and real-time resolution on a wide variety of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, support entitlements and validation, electronic support troubleshooting and product availability. Handle open service requests that are dispatched, implement fixes, analyze the software problem and write case notes in the tracking system. Work is semi-routine in nature. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
Key Activities:
- Point of contact for clients as they go through an implementation. Resource for clients as things are being implemented.
- Gather requirements and determine scope of work to estimate delivery effort and delivery time frames
- Troubleshoot and problem solver, things can go wrong and we need someone who is able to think on their feet and jump in to try and figure things out.
- Ticketing systems
- M-F (8-5) 40 hours. Potential for overtime but not likely
- Day to day: Combination of client meeting, emailing, team meetings, team of people that work with a client.
- Part of a smaller team but you are working with the client individually. At the end of the year you can point out what you worked on.
Ideal Candidate:
- Deadline driven
- Ability to prioritize
- Technical background is helpful
- Customer service experience
- Must be organized
- Ability to think through problems
- Comfortable with learning
- Fast-paced
If you have these skills please apply!
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: from $18.13 - $34.66 per hour; from $37,700 - $72,100 per year.
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.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
Disclaimer:
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
- Which includes being a United States Affirmative Action Employer
