EHR Helpdesk Manager,RTP, NC,United States EHR Helpdesk Manager The Helpdesk Manager leads and oversees all aspects of the centralized IT Helpdesk supporting 13 state-operated behavioral healthcare facilities. Experience supporting Epic EHR and other clinical systems in a healthcare setting. This role is responsible for managing day-to-day helpdesk operations, ensuring high-quality customer service, coordinating incident and service request response, and leading a team of analysts/support specialist and 3 shift leads. This position plays a key leadership role in the support of clinical applications, including Epic EHR, and infrastructure systems that are critical to patient care and administrative operations. The Helpdesk Manager works closely with infrastructure, application support, security, and leadership teams to drive operational excellence and end-user satisfaction. Key Responsibilities Lead, manage, and develop a team of helpdesk professionals providing technical support across all facilities. Oversee ticket management systems (e.g., ServiceNow), monitoring queue performance, SLA compliance, and escalation workflows. Serve as the primary point of contact for escalated technical issues and service disruptions. Ensure 24/7 support coverage, including scheduling shifts, on-call rotations, and coordinating emergency response efforts. Standardize support processes and develop SOPs, documentation, and knowledge base resources. Analyze performance metrics and trends to drive service improvement initiatives. Collaborate with EHR and clinical informatics teams to support system rollouts, go-live events, and technical dress rehearsals. Maintain clear communication channels with executive leadership, clinical departments, and vendor partners. Lead the implementation of helpdesk tools, technologies, and best practices to improve efficiency and user experience. Manage onboarding, training, and professional development for helpdesk staff. Preferred Qualifications Experience supporting Epic EHR and other clinical systems in a healthcare setting Skill Matrix Bachelor’s degree in Information Technology, Computer Science, Healthcare IT, or related field; or an equivalent combination. Required 5 years in IT support Required 5 Years 2 years in a supervisory or management role. Required 2 Years Expert in ticketing systems (e.g., ServiceNow), Microsoft technologies, remote desktop tools, and incident management practices. Required 2 Years Familiarity with modules like clinical documentation, orders, results review, medication administration, and patient registration. Required Knowledge of clinical processes and healthcare environments. Required Experience supporting Epic EHR and other clinical systems in a healthcare setting. Required 2 Years Knowledge of ITIL framework and service management best practices. Highly desired Show more Show less
EHR Helpdesk 1st Shift Lead,RTP, NC,United States EHR Helpdesk 1st Shift Lead Experience Supporting Epic EHR Is Required. The EHR Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift. The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities. Key Responsibilities Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting. Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors. Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight. Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met. Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues. Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling. Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs). Develop and maintain technical documentation, workflows, and knowledge base content. Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices. Report critical incidents, risks, and patterns to leadership for further review and resolution. Skill Matrix Required Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience. Required Minimum of 3 years supporting Epic and healthcare applications Required 3 Years Proficiency with ServiceNow Required 3 Years Experience supervising or mentoring helpdesk teams in a healthcare setting Highly desired Strong understanding of clinical workflows and healthcare operations. Show more Show less
Helpdesk 2nd Shift Lead,RTP, NC,USA Helpdesk 2nd Shift Lead The EHR Helpdesk 2nd Shift (3PM EST – 11:30 PM EST) Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. Experience supporting Epic EHR is required. Position Summary The EHR Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift. The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities. Key Responsibilities Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting. Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors. Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight. Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met. Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues. Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling. Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs). Develop and maintain technical documentation, workflows, and knowledge base content. Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices. Report critical incidents, risks, and patterns to leadership for further review and resolution. Skill Matrix Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience. Required Minimum of 3 years supporting Epic and healthcare applications Required 3 Years Proficiency with ServiceNow Required 3 Years Experience supervising or mentoring helpdesk teams in a healthcare setting Required 3 Years Strong understanding of clinical workflows and healthcare operations. Highly desired Show more Show less
Helpdesk 3rd Shift Lead,RTP, NC,USA Helpdesk 3rd Shift Lead The EHR Helpdesk 3rd Shift (11PM EST – 7:30 AM EST) Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. Experience supporting Epic EHR is required. Position Summary The EHR Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift. The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities. Key Responsibilities Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting. Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors. Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight. Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met. Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues. Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling. Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs). Develop and maintain technical documentation, workflows, and knowledge base content. Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices. Report critical incidents, risks, and patterns to leadership for further review and resolution. Skill Matrix Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience. Required Minimum of 3 years supporting Epic and healthcare applications Required 3 Years Proficiency with ServiceNow Required 3 Years Experience supervising or mentoring helpdesk teams in a healthcare setting Required 3 Years Strong understanding of clinical workflows and healthcare operations. Highly desired Show more Show less
Helpdesk Analyst 3rd Shift,RTP, NC,USA Helpdesk Analyst 3rd Shift The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction. Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care Key Responsibilities Provide support for Epic applications, workflows, access, printing, and integration issues. Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems. Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems. Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities. Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs). Assist with Epic user account provisioning, role changes, template assignments, and security access requests. Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs). Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support. Maintain documentation, knowledge base articles, and standard operating procedures. Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques. Support change management and scheduled downtime communications as needed. Ensure adherence to HIPAA, security, and IT governance policies in all technical activities. Escalate critical issues and downtime events according to established protocols. Skill Matrix Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. Required 2 Years Proficient with ServiceNow or other enterprise ticketing systems. Required 2 Years In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). Required 2 Years Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk). Highly desired Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM). Highly desired Show more Show less
EHR Helpdesk Analyst,RTP, NC,USA EHR Helpdesk Analyst The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across13 state-operated behavioral healthcare facilities. The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction. Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care Key Responsibilities Provide support for Epic applications, workflows, access, printing, and integration issues. Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems. Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems. Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities. Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs). Assist with Epic user account provisioning, role changes, template assignments, and security access requests. Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs). Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support. Maintain documentation, knowledge base articles, and standard operating procedures. Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques. Support change management and scheduled downtime communications as needed. Ensure adherence to HIPAA, security, and IT governance policies in all technical activities. Escalate critical issues and downtime events according to established protocols. Skill Matrix Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. Required 2 Years Proficient with ServiceNow or other enterprise ticketing systems. Required 2 Years In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). Required 2 Years Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk). Highly desired Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM). Highly desired Show more Show less
EHR Helpdesk Analyst, RTP, , US EHR Helpdesk Analyst The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction. Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care Key Responsibilities Provide support for Epic applications, workflows, access, printing, and integration issues. Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems. Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems. Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities. Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs). Assist with Epic user account provisioning, role changes, template assignments, and security access requests. Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs). Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support. Maintain documentation, knowledge base articles, and standard operating procedures. Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques. Support change management and scheduled downtime communications as needed. Ensure adherence to HIPAA, security, and IT governance policies in all technical activities. Escalate critical issues and downtime events according to established protocols. Skill Matrix Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. Required 2 Years Proficient with ServiceNow or other enterprise ticketing systems. Required 2 Years In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). Required 2 Years Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk). Highly desired Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM). Highly desired
Helpdesk Analyst 2nd Shift, RTP, , US Helpdesk Analyst 2nd Shift The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction. Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care Key Responsibilities Provide support for Epic applications, workflows, access, printing, and integration issues. Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems. Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems. Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities. Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs). Assist with Epic user account provisioning, role changes, template assignments, and security access requests. Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs). Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support. Maintain documentation, knowledge base articles, and standard operating procedures. Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques. Support change management and scheduled downtime communications as needed. Ensure adherence to HIPAA, security, and IT governance policies in all technical activities. Escalate critical issues and downtime events according to established protocols. Skill Matrix Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. Required 2 Years Proficient with ServiceNow or other enterprise ticketing systems. Required 2 Years In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). Required 2 Years Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk). Highly desired Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM). Highly desired
The Helpdesk Analyst 2nd Shift position at RTP, US involves providing advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. As the EHR Helpdesk Analyst, your primary responsibility is to offer technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues to promote system reliability and end-user satisfaction. Working within the centralized IT Helpdesk, you will be responsible for promptly and effectively resolving Epic and non-Epic related issues to contribute to the stability and usability of the system, ultimately supporting high-quality patient care. Your key responsibilities will include providing support for various Epic applications, workflows, access, printing, and integration issues. You will serve as the initial point of contact for IT support related to Epic EHR and other healthcare IT systems, troubleshooting complex application, account, and workflow issues. Additionally, you will offer basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities. Furthermore, you will assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. Monitoring ServiceNow queues and managing incident resolution in line with service level agreements (SLAs) will also be part of your duties. You will collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support and participate in go-live support and system upgrade events. Maintaining documentation, knowledge base articles, and standard operating procedures, as well as delivering informal user training and guidance on proper Epic use and common troubleshooting techniques, are essential aspects of this role. You will support change management and scheduled downtime communications as needed and ensure adherence to HIPAA, security, and IT governance policies in all technical activities. Escalating critical issues and downtime events according to established protocols will also be expected. In terms of the skill matrix required for this role, a minimum of 2 years providing Epic technical support in a healthcare or clinical environment is necessary. Proficiency with ServiceNow or other enterprise ticketing systems, along with an in-depth understanding of EHR platforms such as Epic, Cerner, and Allscripts, is essential. Epic certification in one or more modules and experience supporting Epic applications are highly desired qualifications for this position.,
The EHR Helpdesk 3rd Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. Your primary responsibility will be to provide expert-level troubleshooting, guide lower-tier analysts, and ensure effective support coverage during your assigned shift. The role is crucial in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities. As the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting, you will lead support staff during your assigned shifts, offering guidance, coaching, and performance oversight. You will also monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met. Additionally, you will coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues and oversee helpdesk operations, including workload distribution, shift reporting, and escalation handling. Furthermore, you will play a key role in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs). Your responsibilities will also include developing and maintaining technical documentation, workflows, and knowledge base content, as well as training and mentoring helpdesk team members to ensure adherence to support standards and customer service best practices. Lastly, reporting critical incidents, risks, and patterns to leadership for further review and resolution will be part of your role. Requirements: - Bachelor's degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience - Minimum of 3 years supporting Epic and healthcare applications - Proficiency with ServiceNow - Experience supervising or mentoring helpdesk teams in a healthcare setting - Strong understanding of clinical workflows and healthcare operations If you meet these qualifications and are looking for a challenging position where you can utilize your expertise in Epic-related support activities, this role as the EHR Helpdesk 3rd Shift Lead could be the perfect opportunity for you.,
The EHR Helpdesk Analyst role is responsible for delivering advanced technical support for the Epic electronic health record (EHR) system and associated clinical applications in 13 state-operated behavioral healthcare facilities. As an EHR Helpdesk Analyst, you will play a crucial part in providing technical assistance to clinical and administrative staff to ensure prompt and accurate resolution of IT issues. Your primary goal will be to enhance system reliability and end-user satisfaction. You will be an essential member of the centralized IT Helpdesk team, focused on offering timely and effective solutions for Epic and non-Epic related issues. Your contributions will significantly impact the stability and usability of the system, ultimately supporting the delivery of high-quality patient care. Key Responsibilities: - Provide comprehensive support for Epic applications, including workflows, access, printing, and integration challenges. - Act as the initial point of contact for IT support matters related to Epic EHR and other healthcare IT systems. - Troubleshoot complex application, account, and workflow issues associated with Epic and other clinical systems. - Offer basic remote desktop support for computers, printers, mobile devices, and peripherals at various facilities. - Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. - Monitor ServiceNow queues and manage incident resolution within specified service level agreements (SLAs). - Aid in Epic user account provisioning, role modifications, template assignments, and security access requests. - Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs). - Collaborate with clinical informatics, application analysts, and technical teams to ensure cohesive support. - Maintain documentation, knowledge base articles, and standard operating procedures. - Deliver informal user training and guidance on proper Epic utilization and common troubleshooting techniques. - Support change management and scheduled downtime communications as required. - Ensure compliance with HIPAA, security, and IT governance policies during all technical activities. - Escalate critical issues and downtime incidents following established protocols. Skill Matrix: - Minimum of 2 years of experience providing Epic technical support in a healthcare or clinical environment is required. - Proficiency with ServiceNow or similar enterprise ticketing systems is necessary. - Deep understanding of EHR platforms such as Epic, Cerner, and Allscripts is essential. - Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk) is highly desired. - Experience supporting Epic applications like Ambulatory, Inpatient, ASAP, or HIM is highly desired.,
The EHR Helpdesk 2nd Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. Experience supporting Epic EHR is required. This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift. The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities. Key Responsibilities - Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting. - Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors. - Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight. - Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met. - Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues. - Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling. - Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs). - Develop and maintain technical documentation, workflows, and knowledge base content. - Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices. - Report critical incidents, risks, and patterns to leadership for further review and resolution. Skill Matrix - Bachelors degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience. Required - Minimum of 3 years supporting Epic and healthcare applications Required 3 Years - Proficiency with ServiceNow Required 3 Years - Experience supervising or mentoring helpdesk teams in a healthcare setting Required 3 Years - Strong understanding of clinical workflows and healthcare operations. Highly desired,
As a Helpdesk Analyst working the 3rd Shift, your primary responsibility will be to provide advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities located in RTP, NC, United States. Your role will involve offering technical assistance to clinical and administrative staff to ensure timely and accurate resolution of IT issues, thereby enhancing system reliability and end-user satisfaction. You will be an integral part of the centralized IT Helpdesk team, where you will play a crucial role in promptly resolving both Epic and non-Epic related issues. Your contributions will be vital in maintaining system stability and usability to support high-quality patient care within the healthcare facilities. Key Responsibilities include: - Providing support for Epic applications, workflows, access, printing, and integration issues. - Serving as the initial point of contact for IT support related to Epic EHR and other healthcare IT systems. - Troubleshooting complex application, account, and workflow issues related to Epic and other clinical systems. - Offering basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities. - Assisting users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. - Monitoring ServiceNow queues and managing incident resolution in accordance with service level agreements (SLAs). - Assisting with Epic user account provisioning, role changes, template assignments, and security access requests. - Participating in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs). - Collaborating with clinical informatics, application analysts, and technical teams to ensure coordinated support. - Maintaining documentation, knowledge base articles, and standard operating procedures. - Delivering informal user training and guidance on proper Epic use and common troubleshooting techniques. - Supporting change management and scheduled downtime communications as needed. - Ensuring adherence to HIPAA, security, and IT governance policies in all technical activities. - Escalating critical issues and downtime events according to established protocols. Required Skill Matrix: - Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. - Proficiency with ServiceNow or other enterprise ticketing systems. - In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). - Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk) is highly desired. - Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM) is highly desired.,
Enterprise Architect, Salem, OR, US Enterprise Architect Required Skills Proven experience using Ardoq for enterprise architecture modeling and analysis. Understanding of enterprise architecture frameworks (e.g., TOGAF, etc.) is a plus. Strong analytical, communication, and stakeholder management skills. Ability to work independently and collaboratively in cross-functional teams. Preferred Skills Experience in large-scale transformation projects. Familiarity with other architecture tools and modeling standards. Relevant certifications (e.g., TOGAF, Ardoq Certified). Responsibilities Utilize Ardoq to create, maintain, and visualize enterprise architecture models. Document current and target state architectures, including business processes, applications, data, and technology components. Collaborate with stakeholders to gather requirements and translate them into architecture artifacts using Ardoq. Analyze architecture data to identify gaps, risks, and opportunities for optimization. Support digital transformation, cloud migration, or other strategic initiatives through architecture modeling and impact analysis in Ardoq. Ensure architecture documentation is up-to-date, accessible, and aligned with organizational standards. Provide training and support to colleagues on Ardoq best practices and usage. Participate in architecture governance and review processes. Skills: Ardoq
Senior DevOps engineer,RTP, NC,United States Senior DevOps engineer The Department of Health and Human Services (DHHS) requires the assistance of a Senior DevOps engineer to help automate and improve the environment/infrastructure provisioning, build, deploy and operation of Portfolio Applications. The primary role is to work on the Automation effort of infrastructure and environment provisioning, containerization, build and deploy activities for portfolio applications. This position must demonstrate a solid understanding of AWS infrastructure, services, and software release life cycle. This position will be responsible for automating and performing tasks associated with the infrastructure provisioning and maintenance, build and deploy processes for the application(s) using Ansible, cloud formation, Terraform, CI/CD Pipeline etc. This position will provide hands-on Automation support to Application development teams for the entire release management life cycle across multiple program areas as well as recommend process improvements keeping Agile and DevOps culture and practices in mind. The position will work with IT management to improve the software engineering processes and practices associated with continuous integration and Continuous deployment (CI/CD) of application changes. This position will interact with the architects, developers, deployment Team, and Database Administrators to ensure automation of various tasks. This position is required to be on call for evenings and weekends as required to meet business needs. Skill Matrix Strong knowledge of infrastructure including on-prem, cloud, VPN, reverse proxy, private link, firewall, OWASP. Required 5 Years Hands-on experience with configuration management tools like Ansible, Salt, Chef, Puppet using modular design such as Ansible Roles. Required 5 Years Experience in Git based devsecops including branching strategy, branch protection rules, source code hygiene by automation, and release strategy Required 5 Years Experience with Git commands, and can demonstrate stash, merge, interactive rebase, cherry pick. Required 5 Years Experience in CICD tools such as GHA, Jenkins, TeamCity, or Azure Devops. Must have development experience of these tools from grounds up. Required 3 Years Hands-on experience in IaC using tools like CloudFormation, CDK, Terraform, OpenTofu, Pulumi, Bicep. Required 3 Years Administration experience w/ AWS and Azure cloud including cross-account resource sharing, identity management, ID federation, RBAC, SSO w/ SAML. Required 1 Years Strong troubleshooting skills in a quick pace environment. Good team player. Required Knowledge and experience in J2EE-specific application hosting, application tracing/debugging, and application deployment. Highly desired 7 Years
Helpdesk 2nd Shift Lead, RTP, NC, US Helpdesk 2nd Shift Lead The EHR Helpdesk 2nd Shift (3PM EST – 11:30 PM EST) Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. Experience supporting Epic EHR is required. Position Summary The EHR Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift. The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities. Key Responsibilities Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting. Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors. Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight. Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met. Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues. Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling. Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs). Develop and maintain technical documentation, workflows, and knowledge base content. Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices. Report critical incidents, risks, and patterns to leadership for further review and resolution. Skill Matrix Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience. Required Minimum of 3 years supporting Epic and healthcare applications Required 3 Years Proficiency with ServiceNow Required 3 Years Experience supervising or mentoring helpdesk teams in a healthcare setting Required 3 Years Strong understanding of clinical workflows and healthcare operations. Highly desired Benefits At IntelliBee Long-Term Stability: Join us on a multi-year opportunities with room to grow. Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well. Future Planning: Enroll in our 401(k) program and invest in your financial security. GC Assistance: We support immediate Green Card processing, if required.
Senior Oracle DBA, RTP, NC, US Senior Oracle DBA The Department of Health and Human Services (DHHS) requires a Senior Oracle DBA to provide development and optimization support to various applications using Oracle database on AWS. Primary responsibilities include managing the application schema, design, and extensions within the database for development, test, and production environments for Oracle database on Linux platform. The responsibilities also include database technical support, performance tuning, application administration and consulting, and providing support for Oracle, Oracle Data guard, Oracle Exadata. This resource will serve in a key role in the managing Oracle database on AWS cloud platform, Lead the development of procedures and best practices for effective database for high volume application system and providing database solution for application modernization. This position is responsible for performing tasks associated with the Leading the management of the application schema, design, and extensions within the database, in development, test and production environments. Some Of The Key Duties Provision and manage Oracle database instances on AWS/Linux Set up replication and high availability for Oracle databases using tools like Golden gate Monitor Oracle database performance and Troubleshoot Oracle database problems Perform backups and restores of Oracle databases Work with application developers to identify and refine data requirements, table/database design, assist in SQL writing Skill Matrix Demonstrable skills in designing schema, access patterns, locking strategy, and tuning Oracle Databases in an enterprise environment Required 7 Years Modifying the database structure, creation, and update to existing database objects per application needs Required 7 Years Experience in configuring, monitoring, and Cache management for Oracle database servers Required 3 Years Must have experience in implementing and supporting Oracle on AWS/Linux platform Required 2 Years Strong experience in allocating system storage and planning future storage requirements for the database system Required 3 Years Understanding of Exadata's hardware and software components, including storage cells, InfiniBand networking, and Smart Scan technology. Required 2 Years Experience with managing storage using Oracle Automatic Storage Management (ASM) Required 2 Years Proficiency in one or more shell scripting languages Required 2 Years Experience authoring code in SQL, PL/SQL Required 5 Years Designing and implementing backup/restore service and disaster recovery (DR) solutions Required 2 Years Installing and upgrading the database software, Patching the software that powers database Required 3 Years Good Analytical, Technical, Time Management and Communication Skills Required 7 Years Participate in on-call rotation and weekend work Required 5 Years Benefits At IntelliBee Long-Term Stability: Join us on a multi-year opportunities with room to grow. Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well. Future Planning: Enroll in our 401(k) program and invest in your financial security. GC Assistance: We support immediate Green Card processing, if required.
Senior Oracle DBA, RTP, NC, US Senior Oracle DBA The Department of Health and Human Services (DHHS) requires a Senior Oracle DBA to provide development and optimization support to various applications using Oracle database on AWS. Primary responsibilities include managing the application schema, design, and extensions within the database for development, test, and production environments for Oracle database on Linux platform. The responsibilities also include database technical support, performance tuning, application administration and consulting, and providing support for Oracle, Oracle Data guard, Oracle Exadata. This resource will serve in a key role in the managing Oracle database on AWS cloud platform, Lead the development of procedures and best practices for effective database for high volume application system and providing database solution for application modernization. This position is responsible for performing tasks associated with the Leading the management of the application schema, design, and extensions within the database, in development, test and production environments. Some Of The Key Duties Provision and manage Oracle database instances on AWS/Linux Set up replication and high availability for Oracle databases using tools like Golden gate Monitor Oracle database performance and Troubleshoot Oracle database problems Perform backups and restores of Oracle databases Work with application developers to identify and refine data requirements, table/database design, assist in SQL writing Skill Matrix Demonstrable skills in designing schema, access patterns, locking strategy, and tuning Oracle Databases in an enterprise environment Required 7 Years Modifying the database structure, creation, and update to existing database objects per application needs Required 7 Years Experience in configuring, monitoring, and Cache management for Oracle database servers Required 3 Years Must have experience in implementing and supporting Oracle on AWS/Linux platform Required 2 Years Strong experience in allocating system storage and planning future storage requirements for the database system Required 3 Years Understanding of Exadata's hardware and software components, including storage cells, InfiniBand networking, and Smart Scan technology. Required 2 Years Experience with managing storage using Oracle Automatic Storage Management (ASM) Required 2 Years Proficiency in one or more shell scripting languages Required 2 Years Experience authoring code in SQL, PL/SQL Required 5 Years Designing and implementing backup/restore service and disaster recovery (DR) solutions Required 2 Years Installing and upgrading the database software, Patching the software that powers database Required 3 Years Good Analytical, Technical, Time Management and Communication Skills Required 7 Years Participate in on-call rotation and weekend work Required 5 Years Benefits At IntelliBee Long-Term Stability: Join us on a multi-year opportunities with room to grow. Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well. Future Planning: Enroll in our 401(k) program and invest in your financial security. GC Assistance: We support immediate Green Card processing, if required.
Role Overview: You will be responsible for providing advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. Your role will involve ensuring timely and accurate resolution of IT issues, promoting system reliability, and enhancing end-user satisfaction. Key Responsibilities: - Provide support for Epic applications, workflows, access, printing, and integration issues. - Act as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems. - Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems. - Offer basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities. - Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. - Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs). - Aid in Epic user account provisioning, role changes, template assignments, and security access requests. - Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs). - Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support. - Maintain documentation, knowledge base articles, and standard operating procedures. - Provide informal user training and guidance on proper Epic use and common troubleshooting techniques. - Support change management and scheduled downtime communications as needed. - Ensure adherence to HIPAA, security, and IT governance policies in all technical activities. - Escalate critical issues and downtime events according to established protocols. Qualifications Required: - Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. - Proficient with ServiceNow or other enterprise ticketing systems. - In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). - Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk) is highly desired. - Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM) is highly desired.,
Role Overview: You will serve as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk during the 3rd Shift (11PM EST - 7:30 AM EST). Your role will involve providing expert-level troubleshooting, guiding lower-tier analysts, and ensuring effective support coverage. You will play a critical role in incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across multiple healthcare facilities. Key Responsibilities: - Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting. - Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors. - Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight. - Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met. - Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues. - Oversee helpdesk operations during the shift, including workload distribution, shift reporting, and escalation handling. - Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs). - Develop and maintain technical documentation, workflows, and knowledge base content. - Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices. - Report critical incidents, risks, and patterns to leadership for further review and resolution. Qualification Required: - Bachelor's degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience. - Minimum of 3 years supporting Epic and healthcare applications. - Proficiency with ServiceNow. - Experience supervising or mentoring helpdesk teams in a healthcare setting. - Strong understanding of clinical workflows and healthcare operations. Additional Company Details: This position requires the individual to work during the 3rd Shift (11PM EST - 7:30 AM EST) and play a crucial role in ensuring seamless support for Epic-related activities within the IT Helpdesk. The role involves providing expert-level troubleshooting, overseeing helpdesk operations, and collaborating with various teams to address cross-functional issues effectively.,