This role involves supervising a team of analysts supporting the Epic Hospital Billing application, ensuring reliable operations and timely issue resolution. Your leadership will drive strong collaboration with vendors and internal departments. Supervise a team of 4 analysts providing support for the Epic Hospital Billing application. Ensure support procedures are clearly documented and up to date. Develop practices that maximize system capabilities and availability. Provide on-call support as needed. Identify, triage, and resolve issues proactively. Coordinate system maintenance and manage vendor relationships. Facilitate the resolution of user concerns and production issues. Lead troubleshooting efforts to address production problems. Manage communication between technical teams and departmental owners. Oversee project management activities from planning to post-implementation support.

• Provide program and project management support for IT initiatives, including planning, execution, monitoring, and closeout. • Apply agile frameworks and practices, including sprint planning, backlog management, daily standups, reviews, and retrospectives. • Develop and maintain program and project management documentation such as project plans, schedules, risk registers, work breakdown structures, meeting agendas, and meeting minutes. • Support governance activities, including preparation of briefing materials, meeting coordination, note taking, and reporting. • Analyze information from multiple sources to develop recommendations and communicate findings to senior leadership and stakeholders. • Execute duties in accordance with DoD acquisition policies and guidance. • Support IT initiatives leveraging ServiceNow and related enterprise platforms as required.

Under the direction of the Implementation Manager, the Senior Customer Success Project Manager is responsible for the successful completion of complex or key client project initiatives and provides occasional assistance or mentorship to other team members. This includes initiation, planning, design, execution, monitoring, documentation, controlling and closure of project interfacing with internal and external stakeholders. Manages assigned projects with time-bound deliverables including projects with high levels of complexity, assigned to key clients, or aligned with current and future product offerings Defines, develops, and governs comprehensive internal and client facing project schedules and work plans, as well as helps facilitate or participate in all relevant meetings and actions to complete projects assigned Owns end to end project performance from initiation through deployment, ensuring milestones are met and keeping internal stakeholders informed Predicts and proactively requests resources needed to reach objectives, while managing resources in an effective and efficient manner Directs and executes client-facing product transitions, ensuring minimal disruption, strong adoption, and alignment with business and customer outcomes Plans and executes new product roll outs & product deprecation with appropriate ImageTrend stakeholders Identifies, assesses, and mitigates project risks, designing and implementing proactive risk management and contingency strategies for assigned client service initiatives Supports leadership to understand and address team resourcing needs, and optimizes and improves processes and overall approach for existing processes Serves as project manager for smaller products that don’t require full-time management and provides project assistance or coaching to other colleagues on the team as assigned Establishes and maintains comprehensive project documentation, ensuring accuracy, compliance, transparency, and knowledge transfer across teams Partners with Data Specialists to plan and coordinate large-scale data initiatives, ensuring data quality, compliance, and alignment with regulatory and organizational standards Travels to orientation, industry or company events, or other onsite meetings as required Performs additional duties as assigned

This role offers a key opportunity to lead and manage proposal development in a dynamic, fast-paced environment, supporting business growth and client engagement. Coordinate the end-to-end RFP process, ensuring content is accurate, compliant, and compelling. Collaborate across multiple teams. Emphasize organization, creativity, and strategic communication. Focus on meeting deadlines and producing high-quality proposals. Serve as a central connector of information, supporting project managers, technical specialists, and creative teams. Allow for remote work, providing flexibility while maintaining strong cross-functional collaboration.