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Service Desk Program Manager

Change Healthcare

This is a Contract position in Queen Creek, AZ posted October 27, 2020.

Transforming the future of healthcare isn’t something we take lightly. It takes teams of the best and the brightest, working together to make an impact.

As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.

Here at Change Healthcare, we’re using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.
 
If you’re ready to embrace your passion and do what you love with a company that’s committed to supporting your future, then you belong at Change Healthcare.

Pursue purpose. Champion innovation. Earn trust. Be agile. Include all. 

Empower Your Future. Make a Difference.

Title
Service Desk Program Manager

Overview of Position
The Service Desk Program Manager is responsible for the governance of the Service Desk system. Foster improvements across the Service Desk landscape to lead to an improved customer service experience. They will work to establish and report adherence to agree upon SLAs for all ticket queues, monitor and report ticket backlogs, homogenize ticket processes across multiple teams, establish shared best practices across all resolver groups, be the owner of the service desk function

What will be my duties and responsibilities in this job?

  • Advocate for strategic changes to the ticketing system
  • Champion changes that lead to an enhanced employee experience
  • Provide key feedback on Service Desk Portal design and updates
  • Lead service catalog refinements and construction of new types
  • Monitor and report on customer satisfaction results resulting from ticket work
  • Communicate Service Desk trends to drive continuous improvements
  • Develop and foster strong working relationships with the leaders internally across the entire enterprise to understand and deliver on near and long-term business requirements for the Service Desk.

What are the requirements needed for this position?

  • 8 or more years’ experience in a Service Desk ownership role
  • Bachelor’s or equivalent work experience
  • Understands and utilizes workforce analytics. Continuously establishes clear goals and uses data and metrics to achieve best-in-class results and business goals. Strong track record of leading, managing and improving people and processes.

What other skills/experience would be helpful to have?

  • ITIL Foundation certification
  • Work effectively with multi-functional groups to include technical managers, business leaders and end users
  • Experience designing and implementing a successful deployment of a service catalog used by a workforce of at least 5,000
  • Ability to navigate and work across multiple constituents to develop, communicate, and support a company’s short-term and long-term business objectives.

What are the working conditions and physical requirements of this job?

General office demands

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system! 

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information,  national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com with “Applicant requesting reasonable accommodation” as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.