Job Description

We are excited to hire a Senior Team Lead, Client Support, at Oracle Cerner. As Senior Team Lead, Client Support, you will plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. You will manage production support ticket queues. You will manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. You will analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity. You will identify trends and propose solutions to mitigate client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations. You will plan, delegate and direct the team’s day-to-day work to achieve operational targets or objectives, contributing to the immediate results for the team or department. You will communicate policies, practices and procedures within the immediate area of responsibility to stakeholders within the department. You will identify and lead team-level quality and process improvement initiatives. You will deliver consistent and timely training, guidance and feedback to encourage associate success. You will provide input on staffing and performance decisions for direct reports. You will supervise a team of associates. People Management Responsibilities (for associates with one or more direct reports): You will seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution. You will delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. Identify associates and team priorities based on business direction and adjust when needed. You will lead by example and share knowledge and experiences with associates and the team. Create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments. You will provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates' development. You will identify the right talent to achieve the desired results. You will promote and build a diverse and cohesive team to accomplish objectives and align associates' skills to fill gaps.

Working Environment

Hybrid & Onsite: No Relocation Assistance Offered 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 not offer relocation assistance to the specified location. #LI-Hybrid Back to Description

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Additional Information

Working Environment
Hybrid & Onsite: No Relocation Assistance Offered

Relocation Assistance Available for this Job:
Yes - Domestic/Regional

Qualifications

Basic Qualifications:

• At least 6 years total combined related work experience and completed higher education, including:
  • At least 1 year of 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 of 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 the scope of the position

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.
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.


If you are an individual with a disability who is unable to use our online tools to search and apply for jobs, and need assistance or an accommodation in the recruiting process, please contact us by calling 866-434-1543 or by emailing CernerCareers@cerner.com.