**Job Description**
Oracle Health Government Services seeks a skilled Customer Support Lead to join our mission-driven organization. In this role, you will lead support activities and deliver exception customer experience across Oracle Health solutions. The ideal candidate will have expertise in managing enterprise support activities within healthcare delivery models and federal environments. You will collaborate with cross-functional internal teams and client partners, requiring strong knowledge of support processes, product knowledge, incident and release management processes, especially in federal or government settings.
**Responsibilities:**
+ Responsible for the customer experience across all support functions, which includes major incidents, end-user experience, release management, and system upgrades.
+ Handle customer communication across multiple stakeholders, ensuring that the customer is aligned for support activities.
+ Review support metric and activities, driving improvement across internal organizations.
+ Coordinate with 3 rd party vendors and partners across the environment to provide a single customer experience.
+ Identify opportunities to improve the customer experience, which could include revised processes or improved documentation.
**Top Skills and Competencies:**
+ Strong background in IT support processes within healthcare and/or government environments.
+ Demonstrated ability to engage, analyze, and drive support activities to closure.
+ Excellent communication skills, with experience in stakeholder management and cross-functional collaboration.
+ Detailed oriented, process driven methodology to deliver optimal end-user experience.
+ Effective team leadership, coaching, and mentoring skills.
Education, certifications, or experience (preferred/required):
+ Previous IT support role working in an enterprise
+ Required travel up to 25%
US Citizenship is required with an ability to obtain and maintain a government security clearance.
**Responsibilities**
Develops strategy and plans to successfully implement operational policies and achieve portfolio performance in support of strategic objectives. Responsible for solutions and pricing of proposals and supporting the sales process. Is accountable for managing a significant and profitable revenue stream. Typically manages multiple project/program managers and/or senior level individual contributors. May serve as advisor or project sponsor role for moderately complex engagements.
Disclaimer:
**Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.**
**Range and benefit information provided in this posting are specific to the stated locations only**
US: Hiring Range in USD from: $139,400 to $291,800 per annum. May be eligible for bonus, equity, and compensation deferral.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - M4
**About Us**
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing
[email protected] or by calling +1 888 404 2494 in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.