Oracle Hiring for Support Services Owner at Kansas City, MO Full Time

To work with one or more senior Service Delivery Management Consultant on medium to large accounts, or work on a small accounts. Working with a more senior Service Delivery Management Consultant, or on smaller accounts when working alone, to maximize the customers’ use of Support Services, to support a drive for a high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.

To assist others in representing the customer as a single point of contact within Oracle’s medium or larger accounts. To support those chartered with managing the contract, or delivering the engagement as defined by Oracle Service Support (OSS). Aid the development, and maintenance, of the relationships with more senior management consultants across lines of business and third parties. Help in the planning and deployment of Support activities to ensure effective delivery within agreed budgetary constraints Assist in the renewal of Support contracts, and contribute to pre-sales activities. When responsible for a smaller account to Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

Duties and tasks are standard with some variation; displays understanding of roles, processes and procedures. Performs moderately complex problem solving with assistance and guidance in understanding and applying company policies and processes. BS degree or equivalent experience relevant to functional area.

The Support Services Owner (SSO) is responsible for managing client relationships with broad scope to deliver on engagement milestones and scope of services, the support of all implemented Oracle Cerner solutions and services to clients and ensuring the support methodology is adhered to. This role is also responsible for ensuring world-class service is provided by coordinating departmental or cross-functional teams to deliver timely, high quality projects. The SSO works on significant or unique issues where analysis of situations and independent judgment are required to obtain results. The Senior SSO is responsible for the following: executive relationship management, status reviews, managing action items, risks/issues and all deliverables; managing cross-organizational interactions as needed including managing escalations across Oracle Cerner teams; facilitating meetings, generating agendas/minutes, and developing detailed plans/schedules; and managing and driving results. through support.

Basic Qualifications

• At least 6 years total combined related work experience and completed higher education, including:
  • At least 1 year healthcare information technology (HCIT) consulting, HCIT support, project/program management, client relationship management and/or other client-facing or HCIT solution work experience
  • At least 5 years additional work experience directly related to the duties of the job and/or completed higher education

Preferred Qualifications

• Bachelor’s degree or equivalent relevant work experience

Expectations

• Perform other responsibilities as assigned
• Willing to participate in on-call rotation as needed
• Willing to travel up to 20% as needed
• Willing to work additional or irregular hours as needed and allowed by local regulations
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position