Job Description

Business Unit

AMS Production Support



As Senior Team Lead, Client Support, you will be responsible to plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. You will be responsible to manage production support ticket queues. You will be responsible to manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. You are responsible to analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity. You will be responsible to 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 be responsible to 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 be responsible to communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department. You will be responsible to identify and lead team-level quality and process improvement initiatives. You will be responsible to deliver consistent and timely training, guidance, and feedback to encourage associate success. You will also be responsible to provide input on staffing and performance decisions for direct reports. You will 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

Senior Professional

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 of 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 of additional work experience directly related to the duties of the job and/or completed higher education

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.
Good to have team handling experience Troubleshooting, Incident Management, Change Management, Problem management with service KPIs, and client support or client-facing experience will be an added advantage.
Experience working on L3, and L2 will be an added advantage.

Associate Type

Regular

Job Level

Management 2

Working Environment

Hybrid & Onsite: No 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 not offer relocation assistance to the specified location. #LI-Hybrid

Cerner