Job Description :
If you’re passionate about digital healthcare technology, if you demonstrate leadership skills, if you have a sense of initiative, and if you thrive in a constantly changing environment, then you’re the person we’re looking for.
The successful candidate acts as a link between the Technology Operations team under the Technology department, the Delivery team, the Support team, the Product team, and our partners. In this key role, you will work closely with customers and identify and oversee support, delivery and / or technology issues, lead the development and implementation of action plans containing priorities and timelines to address customer needs, troubleshooting and special situations. Furthermore, you will collaborate on the development of a digital clinical file roadmap with the Product and Technical teams to define priorities and plan long-term development.
Responsibilities :
- Act as the first point of contact for partner and customer discussions and escalations, and effectively manage incidents until they are resolved
- Supervise support and technology issues by working with customers and various team members
- Work closely with anomaly resolution teams for incidents requiring complex analysis, and lead teams in identifying and documenting causes and resolution options
- Work closely with internal teams (Support, Delivery, Technology Operations) to :
- Ensure clear and timely communications with customers and
- Resolve escalated complaints
- Lead and conduct post-mortem reviews after production releases, as required
- Participate in the development and maintenance of a digital clinical file roadmap
- Collaborate on cost-effectiveness analyses to influence and support decisions concerning the roadmap
- Produce and deliver high-quality presentations for an executive audience
Required Skills and Abilities :
Excellent interpersonal skills for interacting with a wide range of clinical, IT and management professionals, including executives and executive staffStrong analytical skills and attention to detailStrong knowledge of Microsoft products : Word, Excel, PowerPoint as well as Google SuiteStrong presentation skills and problem-solving abilitiesAbility to work as a team and maintain excellent relationshipsExperience with productivity and collaboration tools (Jira, Heat, Confluence, Microsoft Office)Bilingualism (mandatory French / English)Preferred Experience :
4+ years of experience in customer service management, incident management and escalation managementGood knowledge of product management and supplier managementGeneral knowledge of software development processesKnowledge of the ITIL service management solutionUnderstanding of healthcare, clinical information systems and clinical processesGeneral knowledge of project management processesLocation : Remote
Job 61132