IS Epic Support Analyst - Shared Services

• Serves as the Tier II first point of contact for IS Epic Clinical related issues by responding to requests for technical assistance by phone, email, or electronic self-service tool.
• Gathers needed information from users that will assist in the timely resolution of incidents and requests.
• Identifies situations requiring urgent attention, prioritizing and seeking assistance as indicated.
• Documents issues and issue resolution in the Service Management system.
• Takes ownership of user issues and communicates progress in a timely manner. Provisions access to users across the organization.
• Assists with developing processes for incident resolution and developing reports to support process improvement.
• Assists with training curriculum for Tier I support staff concerning the Epic clinical system.

Bachelor Degree in related field, or equivalent experience, required.

(not specified)

ITIL certification or training, preferred.

• Strong listening, communication, and interpersonal skills for effective interaction and teaching.
• Detail-oriented with excellent problem-solving and technical skills.
• Ability to quickly think and act, manage time, and multi-task efficiently.
• Proficient in translating technical information into user-friendly terms and providing exceptional customer service.
• Extensive knowledge of information systems principles, Windows software, clinical software, and related IT equipment.

• Experience providing customer support, preferred.
• Experience in health care environments, preferred.
• Epic support experience, preferred.

OCCASIONALLY: Flexing/extending of neck, Lifting / Carrying: 0-10 lbs, Walking

FREQUENTLY: Decision Making

CONTINUOUSLY: Audible speech, Color vision, Computer skills, Hand use: grasping, gripping, turning, Hearing acuity, Interpreting Data, Peripheral vision, Problem solving, Repetitive hand/arm use, Seeing - Far/near, Sitting

(not specified)

"The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individuals so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under their supervision. EOE M/F/Disability/Vet"