Project Manager
Pubblicato il 18-08-2026 - Cedent in Roma
Project Manager - Servicenow ITSM (IT Healthcare) (Raleigh, NC)
Position Overview: The Project Manager will be responsible for leading the implementation of a centralized Electronic Health Record (EHR) helpdesk using ServiceNow ITSM and building call workflows with the CXone Cloud Contact Center platform. This role involves managing the deployment of integrated helpdesk operations across the healthcare system and optimizing service workflows to enhance support for end-users. The Project Manager will also serve as a consultant on the EHR Change Management Board and assist in developing change management workflows within ServiceNow to ensure compliance and seamless operations.
Key Responsibilities
Project Management:
Lead the end-to-end project management of the centralized EHR helpdesk implementation using ServiceNow ITSM and CXone Cloud Contact Center, ensuring that all deliverables, timelines, and quality standards are met.
Develop detailed project plans, timelines, budgets, and resource allocations to ensure project goals are achieved within scope and on time.
Manage communication and collaboration between internal IT teams, clinical stakeholders, vendors, and external partners.
Coordinate with cross-functional teams to ensure the integration of CXone with the helpdesk solution and ServiceNow for seamless call routing, ticketing, and workflow automation.
ServiceNow ITSM & Workflow Design
Oversee the customization and configuration of ServiceNow ITSM modules (Incident, Problem, Request, and Change Management) to support the EHR helpdesk functions.
Design, build, and implement workflows within ServiceNow to automate and improve helpdesk operations, including ticket prioritization, assignment, and escalation.
Collaborate with internal teams to map out and optimize the ServiceNow workflows that are tied to EHR support and helpdesk operations.
CXone Cloud Contact Center
Implement and configure CXone Cloud Contact Center to streamline helpdesk communications and call ma