Role Description Under the direction of the MRT Bench Manager, this position is responsible for organizing and leading a team of ROI specialists who support multiple accounts across the organization. This position works closely with Operation Supervisors and Managers to ensure MRT staff are supporting client accounts in conjunction with the Monitored Retrieval Tool(s). This position makes training suggestions and handles staff utilization and work assignments. The Supervisor is a consistent, dependable resource for the team regarding coaching, mentoring and real-time issue resolution. In addition, this position involves extracting data from reports, formatting it for the Monitored Retrieval Tool and ensuring proper system access for automated processing. The supervisor collaborates with the MRT Team to initiate bot processing and reviewing the output for assignment. This position will be expected to complete supervisor duties 60% of the time and processing records 40%. Duties & Responsibilities - Distribute daily workflow to the MRT Team - Provide real-time constructive feedback regarding company standards, company policies and account protocols - Document and escalate recurring performance issues to Manager - Track and ensure all remote access for MRT staff remains active - Facilitate the onboarding of new MRT access for new clients - Maintain strong knowledge of HIPAA, HITECH, state/federal rulings and statutes, as well as client-specific requirements - Process medical ROI requests in a timely and efficient manner - Prioritize workload while being able to work independently - Communicate effectively with clients and Verisma management / associates - Maintain standards of excellence with a high level of productivity - Will assist with training new hires, as needed - Attend training sessions, as required - Extract data from reports, format it for MRT processing and ensure proper system access - Load MRT inventory into MRT software to initiate bot processing - Track and monitor MRT bot tasks and return the finalized lists upon completion - Update team trackers and Excel spreadsheets daily to maintain accurate and current records - Identify and troubleshoot issues related to MRT processing and escalate, as needed - Analyze inventory data for accuracy and completeness, alert management for discrepancies - Support access request processes, including tracking submissions and following up, as needed - Maintain workflow documentation to ensure consistency and accuracy throughout the process - Perform other related duties, as assigned, to ensure effective operation of the department and the Company - Live by and promote Verisma Core Values Qualifications - High school diploma or GED equivalent required; some college coursework preferred - At least four (4) years of experience in medical records management, preferably in a healthcare setting - Ability to understand and adhere to HIPAA and state regulations for the release of Protected Health Information (PHI) - Proficient with Microsoft Office Suite with a strong emphasis on Excel (e.g. documentation, creating formulas, reporting, etc.) - Technically savvy and able to comfortably navigate through multiple systems and workflows - Strong data entry and attention to detail, ensuring speed and accuracy in medical record processing - Analytical and problem-solving skills to identify and resolve issues efficiently while working independently and meeting productivity expectations - Effective written and verbal communication for professional interactions across teams

Job Title Service Performance Analyst Job Description In this role, you will support the performance of Philips’ technical service operations in North America. You will analyze operational data, monitor ServiceMax and PS Cloud (Certinia) performance, and help improve processes used by field, remote, and bench service teams. This role helps improve technician workflow, system adoption, data quality, and operational effectiveness. You will work closely with technical service teams, service operations leaders, IT teams, and business stakeholders to ensure ServiceMax and PS Cloud (Certinia) supports efficient service delivery. Your role: - Monitor ServiceMax and PS Cloud (Certinia) Key Performance Indicators (KPIs) to track system performance, adoption, and operational effectiveness. Use data insights to identify trends and improvement opportunities. - Partner with service and process owners to improve service operations through optimized workflows and system usage. Drive continuous improvement aligned to business goals. - Support system enhancements by gathering requirements, coordinating user acceptance testing, and partnering with IT on delivery. Ensure solutions meet operational and user needs. - Identify, investigate, and resolve system or process issues in collaboration with cross‑functional teams. Support CAPA activities through data analysis and root cause identification. - Participate in change governance activities, maintain process and system documentation, and develop training materials to support adoption. Work with stakeholders to define project scope, assumptions, and expected outcomes. You're the right fit if: - You’ve acquired 5+ years of experience (with a Bachelor’s degree) or 9+ years experience in service operations, field service support, business systems analysis, or a related technical operations environment. Experience supporting Field Service or Technical Service operations in a Hospital Patient Monitoring product and software portfolio business is required. - Your skills include working with operational data and performance metrics, strong problem‑solving and analytical abilities, and the ability to collaborate across teams and influence stakeholders. Bonus skills include experience with ServiceMax, Certinia, Salesforce, SAP, and participation in system implementations or process improvement initiatives. - You have a Bachelor’s degree or equivalent practical experience. - You’re an effective communicator with strong written and verbal skills and are comfortable working with business and technical stakeholders. You can analyze service performance using Excel or reporting tools and support initiatives as needed. - You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. How we work together We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. This is a field role. About Philips We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. - Learn more about our business. - Discover our rich and exciting history. - Learn more about our purpose. - Learn more about our culture. Philips Transparency Details The pay range for this position in AL, AZ, AR, CO, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MI, MS, MO, MN, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY is $90,000 to $143,000. The pay range for this position in AK, DE, HI, MD, MN, and RI is $95,000 to $150,000. The pay range for this position in CA, CT, DC, MA, NJ, NY, or WA is $101,000 to $160,000. The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.   In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. Additional Information US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future. This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.

• Provides day-to-day platform support/configuration for TSA ServiceNow ITSM/ITOM. • Supports enhancements, testing, documentation, and O&M handoff.

LightFeather is seeking a Senior Technical ServiceNow Business Analyst to lead the requirements gathering and process design for our federal agency clients. In this role, you will act as the critical bridge between federal business stakeholders and our technical development teams. You will be responsible for translating complex mission requirements into scalable ServiceNow solutions, ensuring compliance with federal standards, and maintaining the highest quality of data in our backlog.. This is a Full Time, Remote Position. Location: Fully Remote (EST hours)Job Type: Full-timeCitizenship: U.S. Citizenship RequiredClearance Requirement: Ability to obtain and maintain a Secret Level security clearance. Responsibilities - Lead client workshops and focus groups to elicit, analyze, and document business requirements, ensuring alignment with agency mission goals. - Translate high-level business needs into comprehensive user stories, acceptance criteria (AC), and functional specifications within Agile/Scrum frameworks. - Conduct gap analysis to identify the delta between current legacy processes and ServiceNow "Out of the Box" (OOTB) functionality. - Collaborate directly with the Agile Coach to design, document, and distribute new Agile processes and standard operating procedures (SOPs) that support all ServiceNow delivery teams. Ensure these processes drive consistency, efficiency, and alignment across the broader program. - Review all user stories and requirements for accuracy, completeness, and ambiguity. Ensure every story meets the team's "Definition of Ready" before it is approved for sprint planning. - Provide guidance and mentorship to junior developers and junior analysts. Help them understand business context, federal domain constraints, and ServiceNow best practices to foster their professional growth. - Conduct peer reviews of functional designs and test scripts to maintain high standards of quality control across the delivery team. - Develop detailed process maps, workflows, and data models to visualize end-to-end service delivery. - Advise government stakeholders on ServiceNow best practices, steering them away from excessive customization that creates technical debt. - Collaborate with System Architects to ensure functional designs are technically feasible. - Ensure all solution designs adhere to federal IT standards, including Section 508 compliance (accessibility) and FISMA/NIST security controls. - Develop and execute User Acceptance Testing (UAT) plans, creating test scripts and coordinating testing sessions with government personnel. - Create federal-grade deliverables, including Standard Operating Procedures (SOPs), User Guides, and Training Decks. Required Qualifications and Skills: - U.S. Citizenship - Ability to obtain and maintain a Secret Level security clearance. - Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field. - 5+ years of experience as a Business Analyst, with at least 3 years dedicated to the ServiceNow platform. - Proven experience working in the federal contracting space (DoD, DHS, or Civilian agencies). - Experience working in an Agile/Scrum environment. - Deep knowledge of ServiceNow ITSM and at least one other major workflow (e.g., ITOM, HRSD, SPM, ITAM, Custom Applications). - Strong experience with Jira, ServiceNow Agile, or Azure DevOps for backlog management. - Proficiency in Visio, LucidChart, or similar tools for process mapping. - ServiceNow Certified System Administrator (CSA) - REQUIRED Preferred: - ITIL v4 Foundation (or higher). - Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM). Why Join LightFeather? At LightFeather, you're not just taking a job—you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.