Overview

We are seeking a client-focused, detail-oriented Senior IT Support Lead and Client Success Owner to oversee change and incident management for our Oracle Health healthcare IT client site in Arlington, VA. This pivotal role improves client satisfaction with our electronic healthcare system by proactively managing incidents, changes, defects, and enhancements. Ensure a seamless experience for clinical and administrative users while driving operational excellence.

Responsibilities

• Lead incident management, triaging and resolving issues to minimize downtime for healthcare users.
• Oversee change management processes, coordinating system updates and enhancements with minimal disruption.
• Act as primary client success owner, building strong relationships and ensuring high satisfaction levels.
• Proactively identify and address defects in Oracle Health electronic healthcare systems.
• Collaborate with clinical and administrative teams to optimize system usability and performance.
• Manage support tickets, prioritizing based on impact to patient care and operations.
• Drive continuous improvement initiatives through data analysis and client feedback.
• Coordinate with cross-functional teams for timely implementation of enhancements and patches.

Qualifications

• 5+ years in IT support leadership, preferably in healthcare or Oracle Health environments.
• Proven experience with incident, change, and defect management in enterprise systems.
• Strong understanding of electronic health records (EHR) systems and healthcare workflows.
• Excellent client-facing communication and relationship management skills.
• ITIL certification or equivalent experience in service management frameworks.
• Bachelor's degree in IT, Computer Science, or related field; healthcare domain knowledge preferred.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement savings plan.
• Generous PTO, holidays, and flexible work arrangements.
• Professional development stipend and career growth opportunities.