Epic Clinical Service Desk Analyst

We are seeking a skilled and detail-oriented Epic Clinical Service Desk Analyst to provide frontline support for our healthcare IT environment. The ideal candidate will have hands-on experience with Epic Systems modules, including Epic Caboodle and Epic Cogito, to support clinical users in resolving issues, optimizing workflows, and ensuring seamless operations of Epic applications.

Responsibilities

• Provide Tier 1 and Tier 2 support for Epic applications, troubleshooting issues related to Epic Caboodle, Epic Cogito, and other Epic modules.
• Act as the first point of contact for clinicians and end-users experiencing technical difficulties with Epic systems.
• Identify, document, and escalate complex issues to higher-level support teams as needed.
• Collaborate with IT, data analysts, and clinical stakeholders to ensure the integrity, availability, and performance of Epic applications.
• Assist in implementing system enhancements, updates, and configuration changes to optimize user experience.
• Support data extraction, reporting, and analytics through Epic Cogito and Caboodle, ensuring accurate and timely delivery of healthcare data.
• Maintain knowledge of Epic best practices and provide training and guidance to end-users when required.
• Monitor system performance, proactively identifying and resolving potential disruptions to clinical workflows.
• Follow ITIL service management practices, including incident, problem, and change management.
• Document troubleshooting steps and create knowledge base articles to improve service desk efficiency.

Qualifications

• Bachelor's degree in healthcare informatics, Information Systems, Computer Science, or a related field (or equivalent work experience).
• 2+ years of experience working with Epic Systems in a support or analyst role.
• Strong knowledge of Epic Caboodle and Epic Cogito, including experience with data modelling, ETL processes, and reporting.
• Familiarity with Epic's clinical modules and their impact on patient care workflows.
• Experience with SQL queries, reporting tools (Analytics or BI), and business intelligence platforms is a plus.
• Ability to diagnose, troubleshoot, and resolve Epic-related technical issues efficiently.
• Strong communication skills with the ability to interact effectively with clinicians, IT teams, and business stakeholders.
• Epic certifications in relevant modules (Caboodle, Cogito, or other applicable certifications) are preferred.

Preferred Skills

• Experience working in a healthcare IT environment or supporting a clinical service desk.
• Familiarity with ServiceNow, Jira, or other IT ticketing systems.
• Knowledge of healthcare compliance regulations (HIPAA, HITECH, etc.).
• Ability to work in a fast-paced environment with strong problem-solving skills.

Mail your cv at simi@hiresquad.in or call at 8467054123