Emerging Tech is seeking a Solution Management Administrator to support the Department of Veterans Affairs (VA) Electronic Health Record Modernization (EHRM) program. This role is ideal for an experienced professional with a background in program administration, ticket management, and cross-functional collaboration within large healthcare IT environments. The Solution Management Administrator will provide comprehensive administrative and logistical support to Solution Teams, facilitating coordination across multiple stakeholder groups, supporting ticket lifecycle management, and ensuring alignment with EHRM-IO program goals. This position requires strong organizational skills, technical knowledge of ServiceNow, and the ability to manage competing priorities in a fast-paced environment.

Key Responsibilities:

• Provide administrative, logistical, and programmatic support to Solution Teams to drive operational success.

• Facilitate collaboration between the VHA Council Support Unit (CSU), EHRM-IO OFC CMIO Process Reengineering, Oracle Cerner, EHRM-IO OFC CMIO-CNIO Operations, EHRM-IO DCIO, EHRM-IO PCD, VHA RDM, and local sites.

• Support Informaticists, Solution Experts, and Solution Advisors through strategic planning, administrative tasks, and functional requirement translation.

• Collaborate with Solution Advisors and Solution Experts to support ticket management activities, including triage, reconciliation, and closure.

• Manage tickets using ServiceNow, leveraging its out-of-the-box features to customize reports and solutions.

• Support the Office of Functional Champion Testing Team (OFCt) with testing activities and design reviews, offering recommendations for solution optimization.

• Coordinate Oracle Cerner activities to support scope, schedule, and program milestones.

• Facilitate national-to-local engagement activities and contribute to the Lessons Learned process.

• Coordinate across all CMIO-CNIO pillars, OFC Training and Change Management, and the DCIO/Interface team on Interface Change Requests (ICRs).

• Identify and escalate risks, gaps, and major incident response needs, providing recommendations for mitigation and optimization.

Minimum Qualifications:

• 10+ years of professional work experience.

• At least 2 years of experience supporting the full scope of ticket management activities, from triage through closure.

• 2+ years of experience managing tickets using ServiceNow, including customizing reports and leveraging out-of-the-box features.

• Experience analyzing business requirements, documenting new service requests/changes, and tracking to execution.

• Strong leadership, written and oral communication, analysis, and organizational skills.

• Experience managing IT-related projects, including facilitating scrums using Agile principles.

• Knowledge of lifecycle and project management methodologies, with proven risk and change management expertise.

• Experience supporting cross-functional teams (e.g., Solution Owners, Informaticists, clinical staff) to implement technical solutions.

• Proven ability to identify root causes, propose courses of action, and support major incident or response efforts.

• Experience facilitating reviews, evaluating stakeholder impacts, and collaborating on optimization strategies.

• Bachelor’s degree in Engineering, Computer Science, Systems, Business, or a related field; an additional 8 years of relevant experience may be substituted for degree requirements.

Preferred Qualifications:

• Previous experience with the Department of Veterans Affairs.

• Experience implementing Electronic Health Record (EHR) systems, Oracle Health preferred.

• Project Management Professional (PMP) or Certified Agile Scrum Master certification.

• Experience with the Jazz ticketing application.