Digital Success Partner, Human Resources

About the role

This is a full-time, hybrid role reporting to the director level within Technology and Digital Services (TDS). The Digital Success Partner (DSP) serves as a business relationship manager, owning stakeholder relationships, problem definition, and communication for a primary domain with backup coverage of a secondary domain. The DSP acts as a connective layer between business/clinical stakeholders, the applications team, and all of TDS, engaging in onsite collaboration to provide two-way transparency about operational needs and delivered solutions. The role requires critical thinking, navigating conflict, and operating through peer-to-peer influence rather than positional authority.

Responsibilities

• Owns stakeholder relationships in a primary domain; provides backup coverage in a secondary area or domain.
• Maintains a current understanding of clinical and operational needs within assigned domains, including workflow pain points, system concerns, and opportunities where technology or process change may improve operations.
• Proactively identifies opportunities where technology can be brought to bear before surfacing as a request.
• Provides concise status communication for leaders and stakeholders, including current issues, decisions needed, risks, progress, and expected next steps.
• Solicits and represents business input into overall priority setting.
• Works fluently in ServiceNow—monitors ticket status directly and adds documentation or context where valuable.
• Interfaces directly with the manager-assigned analyst; the analyst owns ticket execution and keeps the DSP current when documentation does not tell the full story.
• Proactively communicates on behalf of all of TDS across tickets, projects, and programs, including what has been delivered, what is in flight, what is expected in the next 3–6 months, and visibility into the longer-term roadmap shaped by business input and priorities.
• Partners with managers and directors across all areas of TDS to define what should be proactively communicated on roadmaps and in-flight work.
• Serves as a consistent liaison between operations, informatics, application teams, and TDS leadership to surface needs, clarify issues, and support timely resolution.
• Works collectively with other DSPs to recognize cross-organizational patterns, ensuring consistent messaging across domains while tailoring delivery to each stakeholder group.
• Works with respective Medical Informatics Directors and Nurse Informaticists, collaborates across those roles, and ensures informatics expertise is engaged where necessary.
• Raises performance concerns to the analyst’s manager as an exception path, not as the routine mode of interaction.
• During problem definition, adeptly uncovers and surfaces tensions or disagreements between operators about what the actual problem is versus the stated request.
• Facilitates resolution of those disagreements directly when within the DSP’s judgment and relationship reach; escalates to senior operational leaders or to the DSP’s own director when necessary.
• Once a project moves into execution, transitions ownership of further discussion about the problem or approach to the project team; re-engages substantively only when a project is critically important and not progressing according to plan.
• Stays connected to the project team to understand barriers and impacts to operations for awareness and to maintain current understanding of evolving workflows.
• Once prioritized as a problem by governance, brings problem statements and customer context to the applicable Experts or solutioning team for initial high-level solutioning, answering clarifying questions about customer needs and operational context.
• Identifies the key operators who need to be involved during scoping and deeper technical design, then largely stands down from solutioning and scoping—remaining engaged only for status updates and stakeholder communication.
• Leads problem definition to clarify whether an issue requires a technology fix or an operational fix, and prepares items for governance review and prioritization in partnership with the SVP and requestor.
• Maintains a minimum of 8–12 onsite days per month, working with stakeholders to determine specific in-person cadence and timing; reserves in-person time for collaboration and relationship-building and remote time for task follow-up.
• Maintains current understanding of the organization’s AI strategy and available AI tools, including how customers can access and use them within appropriate use guidelines, and explains this to stakeholders.

Education Qualifications

• Bachelor’s degree or Associate’s degree combined with significant compensatory healthcare experience required.
• Candidates with no formalized college education will be considered if they have 10+ years of clinical or healthcare operational experience in roles requiring critical thinking skills.

Experience Qualifications

• 4–7 years of relevant experience in a technical analyst, clinical operations, informatics, or informatics education role prior to moving into the DSP position.
• Internal Analyst II/III experience or equivalent external experience is welcome.
• Demonstrated track record of end-to-end issue ownership, follow-up, and closure, not just task completion.
• Proven ability to distill complicated, nuanced information into concise, professional communication for varied audiences.

Required Knowledge, Skills and Abilities

• Responds to stakeholder concerns with clarity, respect, and practical judgment.
• Recognizes patterns across requests, incidents, workflows, and stakeholder feedback, and translates them into clear themes for leadership and governance review.
• Demonstrated critical thinking—able to interrogate a stated request, distinguish what’s actually being asked from what’s needed, and reason through ambiguous or incomplete information.
• Working fluency with AI-enabled tools relevant to the role (e.g., using AI to synthesize ticket history, draft stakeholder communication, or accelerate problem definition).
• Ability to identify and pull in the right people to solve a problem without relying on organizational authority.
• Familiarity with ServiceNow or a comparable ticketing system, including adding documentation or context where it adds value.
• Ability to translate technical and operational detail into language suited to each audience (executive, clinical, analyst) without losing accuracy.
• Builds consensus across clinical, operational, informatics, and technical teams when priorities, constraints, or definitions of the problem differ.
• Diplomatic candor—delivers difficult news (delays, tradeoffs, no) directly without damaging trust.
• Active listening skills to surface the real problem behind a stated request when the ask and the underlying need diverge.
• Conflict navigation—handles disagreement between stakeholder expectations and technical or operational reality without escalating prematurely or picking sides.
• Influence without authority—moves analysts, Experts, and stakeholders to action through credibility and relationship rather than position.
• Escalation judgment—distinguishes between disagreements to facilitate personally, ones needing senior operational input, and ones needing technical director involvement.
• Consistency under pressure—maintains a transparent, level tone whether news is good or bad.
• Comfortable being visible and accountable for the health of a domain relationship without owning delivery.

Pay

Generally starting at $66.52 – $88.14 per hour. The salary of the finalist selected for this role will be set based on internal equity, experience, education, specialty, and training.