Project Manager - Servicenow ITSM (IT Healthcare)

Cedent - Raleigh, NC

Full-time - Mid Level

Raleigh, NC

About the position

The Project Manager will lead the implementation of a centralized Electronic Health Record (EHR) helpdesk using ServiceNow ITSM and the CXone Cloud Contact Center platform. This role focuses on managing the deployment of integrated helpdesk operations across the healthcare system, optimizing service workflows, and ensuring compliance with change management processes. The Project Manager will also engage with stakeholders to gather requirements and oversee training programs for end-users.

Responsibilities

• Lead the end-to-end project management of the centralized EHR helpdesk implementation using ServiceNow ITSM and CXone Cloud Contact Center.
• Develop detailed project plans, timelines, budgets, and resource allocations to ensure project goals are achieved within scope and on time.
• Manage communication and collaboration between internal IT teams, clinical stakeholders, vendors, and external partners.
• Coordinate with cross-functional teams to ensure the integration of CXone with the helpdesk solution and ServiceNow for seamless call routing, ticketing, and workflow automation.
• Oversee the customization and configuration of ServiceNow ITSM modules to support the EHR helpdesk functions.
• Design, build, and implement workflows within ServiceNow to automate and improve helpdesk operations.
• Implement and configure CXone Cloud Contact Center to streamline helpdesk communications and call management.
• Serve as a key consultant and contributor on the EHR Change Management Board, ensuring appropriate review and implementation of changes to the EHR system.
• Gather requirements from clinical and administrative departments to ensure the helpdesk solution meets end-user needs.
• Provide ongoing support after the go-live of the centralized helpdesk and CXone call center solution.

Requirements

• Bachelor's degree in Information Technology, Healthcare Informatics, Business Administration, or a related field.
• 5+ years of project management experience, preferably in healthcare IT or EHR implementations.
• Proven experience with ServiceNow ITSM platform implementation, including designing and optimizing workflows.
• Experience with CXone Cloud Contact Center or other call center/contact center solutions.
• Strong understanding of EHR systems and their support/operational requirements.
• Exceptional communication and leadership skills.

Nice-to-haves

• Master's degree preferred.
• Project Management Professional (PMP), Certified ScrumMaster (CSM), or ITIL certification is highly desirable.

Benefits

• Competitive salary
• Flexible working hours
• Opportunity for professional development