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Senior Implementation Specialist

Boca Raton, FL, USA ● Virtual Req #2749
Thursday, July 28, 2022
Cross Country Healthcare is looking for top talent to join our team!  Cross Country Healthcare, Inc. (CCH) is a leader in providing total talent management including strategic workforce solutions, contingent staffing, permanent placement and other consultative services for healthcare clients. Leveraging over 35 years of expertise and insight, CCH solves complex labor-related challenges for clients while providing high-quality outcomes and exceptional patient care. As a multi-year Best of Staffing® Award winner, CCH is committed to excellence in delivery of its services and was the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction.

The primary responsibility of the Senior Implementation Specialist it to support Intellify, the Company’s Vendor Management System (VMS). The Specialist contributes to program success by taking ownership of new customer implementations, system configurations, quality assurance testing and assisting with internal integration projects, as well as provides second-level support, triaging technical escalations and authoring/maintaining knowledge articles for use by first-level service desk agents.  

Develop a deep understanding of most features and functionality, ideally becoming a subject matter expert (SME) in specific areas of the platform
Successfully complete tasks required for client implementations for new customers
Coordinate the activities of internal resources (as needed) and clients throughout implementation
Work collaboratively with internal stakeholders to deliver implementation according to the customer integration timeline 
Own and manage data mapping for customer integrations
Monitor project progress, coordinate resources, and work with internal stakeholders to adjust implementation schedules when necessary to ensure the least amount of negative impact to the customer and go-live timelines
Communicate and manage implementation project status, and raise issues and risks to leadership as they are discovered
Support work streams by assisting with the development of integration scenarios, configuring test environments, and supporting User Acceptance Testing
Triage customer escalations for Intellify, and route to the appropriate internal resource for timely resolution
Support solution architects and product teams in the design of new functionality, as applicable
Document knowledge articles for first-level service desk agents in ServiceNow
Participate in the implementation improvement process, ensuring that customer requests and needs are recorded for inclusion in any future program enhancements
Must be able to perform the essential functions of the job, with or without reasonable accommodation.
All other duties as assigned

BS/BA Degree
5+ years of experience in a technical service role
A minimum of 3 years’ experience in a support role for SaaS customer implementations
2+ year of experience with ServiceNow, Service Cloud, Remedy or other service management platform or application
Experienced with the implementation of package-based enterprise software solutions 
Experience with any Vendor Management System (VMS) is considered a strong asset
Staff recruiting experience is considered a strong asset
Aptitude for creative thinking and problem solving 
Ability to make well planned, clear, and concise communications and to uphold the necessary supporting actions through to completion of action plans.
Ability to multi-task, prioritize, and manage time effectively
Exceptional organizational skills
Demonstrated high level of energy, initiative, internal motivation, and an ability to work collaboratively across all levels of the organization.
Willingness to serve on various cross-functional teams that address operational change 

Must possess comfort in learning, training, and engaging with others virtually through Microsoft Teams and Zoom (remote role)

#IND_1 #CB
Cross Country Healthcare offers a competitive compensation and benefits program including: Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance,  401(k) plan, Tuition Assistance, Pet Insurance and Company Stock. 

Cross Country Healthcare is an EEO employer - M/F/Veteran/Disability

Other details

  • Job Family CORP Information Systems
  • Job Function NMGR
  • Pay Type Salary
Location on Google Maps
  • Boca Raton, FL, USA
  • Virtual