HR Help Desk Project Manager

Profile

Details

Department: Human Resources Operations

Schedule: Full Time/8-Hour Day Shift, Monday-Friday

Location: Remote - Will travel about 30%-50% of the time

Benefits

Paid time off (PTO)Various health insurance options & wellness plansRetirement benefits including employer match plansLong-term & short-term disabilityEmployee assistance programs (EAP)Parental leave & adoption assistanceTuition reimbursementWays to give back to your community

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

*Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: PRN, Short-Term Option, etc.). Connect with your Talent Advisor today for additional specifics.

Responsibilities

We are seeking a highly skilled and experienced HR Help Desk Project Manager to spearhead the implementation of Oracle Helpdesk, including integration with our contact center operations. The ideal candidate understands both the technical aspects of help desk systems and the business operations of contact centers. You will play a pivotal role in optimizing Oracle Help Desk to support contact center operations, ensuring efficient issue resolution and delivering exceptional customer support. This is a long-term project within a large healthcare enterprise, employing over 125,000 individuals.

Responsibilities:

Lead and faciliate the end-to-end implementation of Oracle Helpdesk, including contact center integration, system configuration, customization, and process alignment, ensuring a seamless transition from the current help desk

Collaborate with key stakeholders to define project scope, objectives, and deliverables, ensuring alignment with business requirements and strategic goals

Develop and execute a comprehensive project plan, including resource allocation, timeline management, and risk mitigation strategies

Act as a liaison between the system integrator, internal teams, and full-time employees to coordinate project activities and ensure successful implementation

Coordinate with internal IT teams, contact center management, and external vendors/consultants to ensure seamless integration of Oracle Helpdesk with existing infrastructure, contact center technologies, and applications

Provide training and user support to help desk staff and contact center agents, promoting the effective utilization of Oracle Helpdesk features and capabilities

Stay updated on emerging trends and advancements in help desk and contact center technology, recommending innovative solutions to enhance service delivery

Requirements

Licensure / Certification / Registration:

Human Resources Professional preferred.

Education:

High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.

3 years of leadership or management experience preferred.

Additional Preferences

Strong HR background with knowledge of Help Desk, service centers, and contact centers

Proven ability to gather requirements and drive successful system implementations

Excellent communication and problem-solving skills

Experience with system integrators, project management, and timelines

Ability to train and support end-users for Oracle Cloud Help Desk adoption

Proven experience as a Help Desk Project Lead or similar role, with a focus on implementing and optimizing help desk systems, including contact center integration, preferably with large healthcare organizations

In-depth knowledge of Oracle Helpdesk or similar help desk software, including contact center functionality, system configuration, customization, and integration

Familiarity with contact center technologies, such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and Computer Telephony Integration (CTI)

Excellent leadership and team management skills, with the ability to motivate and guide cross-functional teams

Effective communication skills, both verbal and written, to interact with stakeholders at all levels of the organization

Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously

Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 150,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) poster or EEO Know Your Rights (Spanish) (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf) poster.

Pay Non-Discrimination Notice (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_ English_formattedESQA508c.pdf)

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)

Company info

athenahealth, Inc.
Website : http://www.athenahealth.com