Siemens Careers

IT Service Owner - Contact Center Solutions

Cary, North Carolina
Information Technology

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English (US)

Job Description

Division: Siemens Healthineers
Business Unit: Information Technology
Requisition Number: 229310
Primary Location: United States-North Carolina-Cary
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Bachelor's Degree
Travel Required: 15%

Division Description:

At Siemens Healthineers, we are passionate about enabling healthcare professionals to deliver high quality patient care, and to do so affordably.  A leading global med-tech company, Siemens Healthineers continues to strengthen our portfolio of medical imaging and laboratory diagnostics, while adding new offerings such as managed services, consulting, and healthcare IT services – as well as further technologies in the growing market for therapeutic and molecular diagnostics.

 

Siemens Healthineers develops innovations that support better patient outcomes with greater efficiencies, giving providers the confidence they need to meet the clinical, operational and financial challenges of a changing healthcare landscape.


For more information, please visit: 

http://www.usa.siemens.com/healthineers

Job Description:


Position Overview

Are you ready to take the challenge and join a diverse IT Team in Med-Tech industry to drive multiple end-to-end IT solutions with full ownership?

The following is the snapshot of this position:

End-to-end owner of one or more IT services working closely with both the business and the internal IT service teams. The Service Owner is responsible for ensuring the services provided meet client requirements and operate sufficiently (Technology solutions like : Resource Management = CLick Software or Contact Center Solutions like:  WorldLine, Cisco, Genysis,  Verint Workforce Management)

Consults and supports the implementation of new or changed services for increased business productivity, including the discussion,
analysis and acceptance of demand and supporting the planning for the development and implementation of service changes

Responsibilities

 

·         Collate new demand, develop and prioritize pipeline of business demand on an ongoing basis

·         In collaboration with the Business Engagement Partner, identify, capture and further detail IT demand from the business stakeholders

·         Collect feedback from business on prioritization of services in development

·         Manage customer expectations, feedback, compliments and complaints

·         Manage day to day service operations, source and deliver components of standard services

·         Analyze and monitor service changes

·         Communicate service charging and service performance elements as per SLAs

·         Works with Stakeholders to define business solutions, ensuring alignment with business strategies and priorities, as well as the target benefits expected

·         Responsible for managing the product /service backlog for a Scrum based team

·         Serve as point of escalation for issues related to the services provided

·         Responsible for budget and forecast management for the services provided

·         Ensures compliance to Q, ISEC and DP regulations


 

Required Knowledge/Skills, Education, and Experience

·         Prior Knowledge of Implementing End to End Software solution in the area of
workforce management software solutions (e.g. Click Software,  Contact Center
Solutions (e.g. WorldLine, Cisco, Genesys, Nice, Verint Recording, Verint Workforce Management etc..)

·         Implementation experience of Projects with integration to ERP or CRM (e.g. SAP, Oracle Sales/Service Cloud, ServiceNow)

·         Prior experience and knowledge of Software implementation methodologies (e.g. Agile, RAD etc..)

 

Preferred Knowledge/Skills, Education, and Experience

  • Prior Knowledge of Implementing End to End Software solution in the area of
    workforce management software solutions (e.g. Click Software,  Contact Center
    Solutions (e.g. WorldLine, Cisco, Genesys, Nice, Verint Recording, Verint Workforce Management.)
  • Implementation experience of Projects with integration to ERP or CRM (e.g. SAP, Oracle Sales/Service Cloud, ServiceNow)
  • Prior experience and knowledge of Software implementation methodologies (e.g. Agile, RAD etc.
  • Prior experience of managing team of diverse Technical skills and Levels is important

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