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Support Platform Strategist

Netsmart Technologies

Netsmart Technologies

Customer Service
Overland Park, KS, USA
Posted on Thursday, June 6, 2024
In this role, the Support Platform Strategist will oversee the technology platforms utilized by the Support organization to provide outstanding client support for Netsmart solutions. With extensive knowledge and understanding of support processes and technical platforms, this position will strive to enhance the client and associate experience and streamline business operations within these platforms.


  • Create and enforce roadmap for the Support organizations’ technical platforms: Call Center as a Service, Case Management (ServiceNow), Support AI tools, Reporting (PowerBI)

  • Creates and maintain ITIL based process for Incident, Problem, Change, and Knowledge management

  • Develop business cases and ROI analyses to support decision making processes

  • Leads governance meetings for applications in the Support Platform

  • Aligns platform roadmap to measurable business outcomes

  • Maximize value by identifying business outcomes the platforms allow

  • Cultivate and maintain long-term relationships with Support leaders along with leaders across the organization

  • Initiates and leads efforts with multiple departments to proactively eliminate issues at root cause and to drive better stability and system resiliency

  • Lead and engage in strategic technology conversations with clients and associates

  • Lead a team to deliver on Support initiatives tied to the Support platforms and operational efficiencies

  • Identify support and technology industry trends and create the strategic vision for the Support platforms to provide successful solutions

  • Research and recommend innovative uses of technology to enhance support experience

  • Translate business information and technical requirements between business and IT to achieve complex goals

  • Leads multiple projects at the same time for a variety of internal customers both in and out of IT


  • Bachelor’s Degree in Computer Science, Information Technology, Engineering, Business Administration or relevant work experience

  • At least 7 years of experience within IT or Support Leadership

  • At least 3 years of experience in ServiceNow platform with business to value ROI examples, implementation and design

  • Skilled at business analysis with quantitative, analytical and organizational skills

  • Effective and efficient communication skills

  • Ability to coordinate processes between departments and motivate others


  • ITIL Certification

  • Master’s Degree in Computer Science, Information Technology, Engineering, Business Administration

Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider.

If you are located in a state which grants you the right to receive information on salary range, pay scale, description of benefits or other compensation for this position, please use this form to request details which you may be legally entitled.

All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position.

Netsmart's Job Applicant Privacy Notice may be found here.