• Services Manager - Healthcare

    Location UK-UK Wide
  • Overview

    The Change Request Manager will play a key role in the satisfaction of InterSystems’ customer base by managing and coordinating the processing of change and service requests, ensuring their efficient progress from reception to resolution. The Change Request Manager will act as an expert product resource for customers and will be expected to communicate and prioritise customer requirements to other areas of the business. Change request Managers travel extensively, at least 50% of their time.

     

    Responsibilities

    The duties initially assigned include, but are not limited to:

    • Liaise with customers to understand the work processes and requirements that are to be addressed by the change
    • Work with other areas of the business and the Service Delivery Manager to ensure that the Change Request Process is fit for purpose and is constantly improved, including its documentation and communication both internally and externally
    • Creating, monitoring and responding to relevant calls on TRC and JIRA
    • Liaise with other areas of the organisation to ensure that changes are handled in a manner consistent with InterSystems’ technical strategy
    • Writing specifications in conjunction with the client
    • Working alone or with other business units to operate or coordinate the documentation, scheduling, implementation and testing of changes and any relevant client training
    • The generation of statistics and reports in both regular and ad hoc manners
    • Work with Service Delivery on the review, configuration, documentation and training of new functionality adoption which is considered inappropriate for the Implementation team to carry out
    • Working closely with the Finance team and the PMO to manage the complete ‘Order Management’ process. This includes producing a specification/statement of work, providing quotes, ensuring work is scheduled and completed, ensuring acceptance certificates are signed, invoices are raised and payment is received

    Other duties may be directed by the Company from time to time.

    Education and Training

    • Understanding of the importance and benefits of processes within software delivery
    • In-depth knowledge and understanding of TrakCare
    • Understanding of the importance of Health Informatics standards, reporting requirements and legislative controls
    • General aptitude for solving problems and using technology to improve processes
    • Understanding and experience in implementation of product solutions
    • A solid grasp of computer systems, software development and deployment methodology and computer networking
    • An ability to handle multiple tasks simultaneously and within tight time constraints
    • Proven ability to think laterally and come up with innovative solutions for software product implementations
    • The ability to make independent recommendations for successful software product implementations
    • Proven ability to work through problems with different customer groups achieving positive outcomes
    • The ability to spend approximately 50% of time travelling and working from customer sites and other InterSystems offices

    About InterSystems

    InterSystems is the engine behind the world's most important applications in healthcare, business and government. Everything we build is designed to drive better decisions, actions, and outcomes for the people who stake their lives and livelihoods on our technology. We are guided by the IRIS principle—that software should be interoperable, reliable, intuitive, and scalable.

    Our data platform and connected care solutions have received global industry recognition including the Challenger position in the Gartner Magic Quadrant and Best in KLAS awards from KLAS Research, among other honors. InterSystems is privately held – enabling us to devote all our attention to our customers.

    Our products include:
    •InterSystems IRIS Data Platform, a complete data management, interoperability, and analytics platform for data-rich, mission-critical solutions
    •InterSystems Caché, a high-performance multi-model operational database management system
    •InterSystems Ensemble, a seamless platform for rapidly developing connectable applications
    •InterSystems HealthShare, a health informatics platform and solution family for connected care
    •InterSystems TrakCare, a unified healthcare information system
    •Embedded technologies for analytics and mobile and Web-based applications

    Come innovate with us

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