Nordic Healthcare Group (NHG)

Provide level 1 technical support by diagnosing and resolving hardware and software issues via phone, chat, and email. | At least 1 year of IT Service Desk or support experience with proficiency in Windows and Microsoft Office environments. | Make a difference. Be happy. Grow your career. IT Service Desk Agent I The IT Service Desk Agent provides level 1 support to organizations by answering, calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. They are responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. They respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users’ problems, queries or complaints. They assist in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. Key Responsibilities Providing a high level of professionalism and customer service Serving as first point of contact for end users seeking IT assistance Supporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed Walk end user through IT problem solving or workflow process Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s) Identifying and escalate high-priority IT issues appropriately Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues Directing unresolved issues to the next level IT personnel Maintaining and expanding knowledge of help desk procedures and services Adhering to policies and procedures such as HIPAA and client notification expectations Attending and participating in team meetings Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested Skills and Experience Excellent customer service and communication skills, written and verbal 1+ years of IT Service Desk or IT Support experience required General knowledge and/or experience in computer systems/software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device Management ITIL training and/or experience desired Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred Proficient in English to support our clients’ needs. Spanish is a plus Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills Ability to apply problem solving skills across repetitive tasks Ability to work nights and weekends, depending on assigned shift Strong attention to detail and ability to organize Must be able to work independently, as well as within a team environment Must demonstrate and embody Nordic’s maxims Additional Details Ability to take on-call rotations outside of core business hours, including nights and weekends Ability to travel up to 5% of the time Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

Lead multi-wave ServiceNow implementation programs managing governance, communications, and cross-functional teams. | Bachelor's degree and 8+ years project/program management experience including 3 years ServiceNow implementations, preferably in healthcare. | Make a difference. Be happy. Grow your career. SERVICENOW - PROGRAM MANAGER The Program Manager provides expert platform-specific services leveraging their technical, management, and leadership skills to ensure success and aide their client in meeting their organizational goals. Key Responsibilities Perform professional services for Nordic and its affiliates in alignment with the expectations of Nordic and each applicable client, including but not limited to: Lead the planning, execution, and delivery of a multi-wave ServiceNow implementation program, ensuring alignment with business objectives, scope, budget, and timelines. Establish and drive overall program governance, including project plans, RAID logs (risks, assumptions, issues, dependencies), status reporting, and executive communications. Manage the successful delivery of modules, including: IT Service Management (ITSM), IT Asset Management (ITAM), HR Service Delivery (HRSD), IT Operations Management (ITOM), Hardware Asset Management (HAM), and Software Asset Management (SAM) Collaborate with executive sponsors, business stakeholders, IT leadership, process owners, and implementation partners to define priorities and ensure organizational readiness. Oversee multiple workstreams and cross-functional teams, ensuring dependencies are identified and managed across all implementation waves. Facilitate requirements gathering, solution design reviews, and key decision-making sessions to support business and technical objectives. Monitor program health, proactively identifying and mitigating risks, issues, resource constraints, and schedule impacts. Manage vendor and consulting partner relationships, ensuring adherence to project milestones, deliverables, and quality standards. Drive change management, communication, training, and adoption activities to promote successful platform adoption and business transformation. Track program financials, resource utilization, and project performance metrics, providing regular updates to leadership and steering committees. Ensure compliance with enterprise architecture, security, governance, and ServiceNow platform best practices. Develop and maintain a roadmap for future implementation waves, incorporating lessons learned and continuous improvement opportunities. Skills and Experience Bachelor’s degree or equivalent combination of education and experience required. Relevant training, certification, or accreditation required. 8+ years of project/program management experience, including leading large-scale enterprise technology implementations. 3+ years of experience managing ServiceNow implementation programs or related IT transformation initiatives. Strong understanding of ServiceNow modules, including: IT Service Management (ITSM), IT Asset Management (ITAM), HR Service Delivery (HRSD), IT Operations Management (ITOM), Hardware Asset Management (HAM), and Software Asset Management (SAM) Experience leading or supporting ServiceNow implementations within healthcare organizations, with a strong understanding of healthcare operational workflows, compliance considerations, and stakeholder environments Experience managing complex, multi-phase or multi-wave transformation initiatives. Experience leading ServiceNow platform transformations across multiple business units and enterprise-wide deployments. Ability to effectively engage and communicate with executive stakeholders, business leaders, technical teams, and external consulting partners. PMP, PgMP, Agile, and/or ServiceNow certifications preferred. Additional Details Work may be performed remotely or onsite in a professional office environment, healthcare, or other industry-specific facility Travel up to 100% of the time, or as Nordic or client needs dictate Position generally necessitates travel outside of scheduled work hours including nights or weekends; travel interruptions may occur Work schedule will vary based on Nordic or client needs, and may include weekdays, weekends, holidays, after-hours, on-call, or long hours Must be available for calls, emails, and consults regularly and outside of scheduled work hours to support the client and communicate with Nordic staff as necessary Timely entry of time and expenses required in accordance with Nordic and client policy Status reporting and project handoff documentation as required by Nordic or client Provide equipment necessary to perform job functions in accordance with Nordic and client policy Complete all Nordic and client required training and education in timely manner Respond to communication from Nordic management team and other corporate team members in a timely and complete manner May be invited to attend corporate functions as a representative of the company to meet prospective consultants, as well as solidify relationships with client and Nordic co-workers #LI-AC1 Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans. Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.