• Provide Tier 1 and Tier 2 end-user support for ServiceNow related issues, escalating to the Senior System Admin as needed. • Produce documentation necessary to facilitate usage of the system including user and admin guides. • Develop and produce user-specific reports to be used for trend and performance analysis. • Collaborate with stakeholders to gather and document solution requirements for incidents and requests. • Design, configure, and maintain solutions built on the platform. • Contribute to the creation and maintenance of Knowledgebase articles about ServiceNow (i.e. configuration, report building, etc.). • Implement system configuration changes and upgrades as required. • Provide expertise and support during all major releases/upgrades from ServiceNow. • Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations. • Manage the ServiceNow application functionality built by developers and system administrators through Quality Assurance (QA), and lead stakeholders through user acceptance testing (UAT). • Develop training materials and conduct training sessions on ServiceNow applications and solutions at least once per quarter.

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.