Job Description

Business Unit

AMS Production Support

• Plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance
• Manage production support ticket queuesa,
• Manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution
• Analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity
• Identify trends and propose solutions to mitigate issues related to client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations
• Plan, delegate and direct the team's day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team or department
• Communicate policies, practices and procedures within immediate area of responsibility to stakeholders within the department
• Identify and lead team-level quality and process improvement initiatives
• Deliver consistent and timely training, guidance and feedback to encourage associate success
• Provide input on staffing and performance decisions for direct reports
• Supervise a team of associates

Org

Mgd Svcs - AMS

Additional Information

All employees must be legally authorized to work in the country where the position is located. Work visa sponsorship is not available for this position.

Career Level

Supervisor/Entry Level Manager

Company Overview

Cerner is a place where people are encouraged to innovate with confidence and focus on what is important - people's health and the care they receive. We are transforming health care by developing tools and technologies that make it more efficient for care providers and patients to navigate the complexity of our health. From single offices to entire countries, Cerner solutions are licensed at more than 25,000 facilities in over 35 countries.

Cerner's policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Cerner is proud to be a drug-free workplace.

Org Unit

Global Services

Qualifications

Basic Qualifications

• At least 6 years total combined related work experience and completed higher education, including:

• At least 1 year customer service, call center, hospitality and/or technical support work experience
• At least 5 years additional work experience directly related to the duties of the job and/or completed higher education
• High School Diploma

Preferred Qualifications

• At least 1 year people management, matrix management, project management or other indirect leadership work experience
• Bachelor's degree or equivalent relevant work experience

Expectations

• Perform other responsibilities as assigned
• Willing to work additional or irregular hours as needed and allowed by local regulations
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position

Associate Type

Regular

Job Level

Management 2

Working Environment

Hybrid & Onsite: Relocation Assistance Offered

Job Function

Support Services & Operations

Government Job

NO

Working Environment Description

This position offers a Hybrid & Onsite working environment. Meaning you will split working time between a Cerner office or client site and remote. If your current geographical location requires relocating, Cerner will offer relocation assistance to the specified location. #LI-Hybrid