Eversana - Senior Manager - Incident Management

THE POSITION : We are seeking a highly motivated and experienced Patient Services Support Leader to join our growing team. In this critical role, you will lead a team of support professionals responsible for providing exceptional technical support for our Patient Services Hub and Pharmacy services operations. You will play a key role in ensuring the smooth operation and user satisfaction of Patient Services Hub programs, engagement portals, and copay programs built on Salesforce Health Cloud, Experience Cloud, MuleSoft, Pharmacy Systems, and leveraging an API-first approach. The ideal candidate is a seasoned Salesforce Health Cloud Support Lead with a passion for building and leading high-performing teams. They possess a deep understanding of ITIL principles and leverage them to establish a robust support framework. They are analytical, results-oriented, and adept at identifying trends and implementing proactive solutions. They are also a skilled communicator who can bridge the gap between technical and business teams. ESSENTIAL DUTIES AND RESPONSIBILITIES : Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by : - Lead and manage a team of Salesforce, Java, and Microsoft CRM support specialists, providing coaching, mentorship, and performance feedback. - Collaborate with business stakeholders to understand their support needs and expectations and translate them into technical requirements for smaller enhancements as needed. - Strong analytical capabilities and experience or capacity to quickly grasp business concepts. - Strong negotiating and problem-solving skills. - Develop and implement a comprehensive support strategy aligned with ITIL best practices. - Establish and maintain clear escalation processes for complex issues. - Define and track key performance indicators (KPIs) to measure support team effectiveness and user satisfaction. - Provide day-to-day management of application support teams, which includes employees and contractors. - Develop policies and procedures to govern application support functions, such as problem management, change management, and security. - Assist in the development of Service Level Agreements to establish incident resolution expectations and timeframes. - Proactively monitor system health and performance using relevant metrics and tools. - Analyze trends, identify root causes of issues, and implement solutions to prevent recurrence. - Work closely with development teams to ensure smooth resolution of reported issues. - Responsible for coordinating communications and scheduling to all affected parties when technology changes are to be made. - Develop and implement a robust Build to Run process, ensuring programs are well-documented and ready for efficient support handoff. - Foster a knowledge-sharing culture within the support team. - Stay up-to-date on the latest Salesforce Health Cloud features and functionality. - Develop and maintain comprehensive technical documentation. - Ensure code quality through code reviews and unit testing. - Participate in the Salesforce ecosystem and contribute to the sharing of knowledge and best practices. - Align to the strategy and governance of EVERSANA's Patient Services business. - Manage and design solutions for multi-org Salesforce environment. - Act as SME for Business Process and Salesforce technologies. - All other duties as assigned. MINIMUM KNOWLEDGE, SKILLS AND ABILITIES : - The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required. - Minimum of 5 years of experience in Salesforce support, with a strong focus on the Health Cloud platform. - Minimum of 10 years proven experience leading and managing a team of support professionals. - In-depth knowledge of ITIL processes and methodologies. - Experience with Pharmacy Systems, Salesforce Health Cloud and knowledge of incident, problem, and change management. - Strong understanding of Experience Cloud, MuleSoft integrations, and API-first development principles. - Experience working with business rule engines. - Proven ability to analyze data, identify trends, and develop solutions. - Excellent communication, collaboration, and interpersonal skills. - Ability to work effectively in a fast-paced and dynamic environment. - Demonstrated ability to prioritize competing demands and manage multiple tasks simultaneously. - Strong understanding of API-first development principles and best practices. - Holds Salesforce Certification(s), one of or combination of : 1. Salesforce Certified Platform Developer I (or higher) 2. MuleSoft Certified Developer. PREFERRED QUALIFICATIONS : - Excellent communication, collaboration, and problem-solving skills. - Salesforce Certified Administrator or Salesforce Certified Advanced Administrator. - Experience with copay program management in Salesforce Health Cloud. - Experience with healthcare data standards (e.g, HL7, FHIR). - Experience working in an Agile development environment. - Strong analytical and critical thinking abilities. (ref:hirist.tech)

Location: pune, IN

Posted Date: 11/23/2024