Epic Analyst I

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Set up, manage, and oversee the ServiceNow Customer Service Management module.

• Tailor Self-Service Catalog items and manage portal access and permissions.

• Resolve issues related to ServiceNow requests, form configurations, approval workflows, and CSM challenges.

• Connect Self-Service workflows with Epic EHR and various third-party applications.

• Develop and revise knowledge base articles while tracking portal usage and performance.

• Collect feedback from end users to improve the ServiceNow Self-Service module.

• Manage Asana workflows, projects, tasks, templates, dashboards, automations, integrations, and user training.

• Oversee Salesforce user access, ensuring security, data integrity, workflows, reports, dashboards, and integrations are maintained.

• Conduct system checks, updates, patch management, monitoring, access management, data migration, backup, and disaster recovery support.

• Serve as a liaison between technical teams and end users, providing training and documentation.

• Address incidents, issues, and escalations in collaboration with vendors and internal teams.

• Identify opportunities for enhancements in functionality, user processes, and automation across supported applications.

• Keep abreast of application features, best practices, and updates.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

• Demonstrated experience as a System Administrator or Application Administrator with ServiceNow, Asana, and Salesforce in an enterprise setting.

• Extensive experience managing ServiceNow Customer Service Management, including catalog items, knowledge base, and user access management.

• Experience with integrating ServiceNow Self-Service, Asana, Salesforce, and Epic EHR.

• Skilled in configuration, updating, troubleshooting, and providing application support.

• Capable of delivering clear instructions and support to end users.

• Background in healthcare IT, particularly with Epic EHR, is highly desirable.

• ServiceNow Certified System Administrator and/or Salesforce Administrator certification is advantageous.

• Knowledge of ITIL best practices and Service Management concepts is a plus.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) match.

• Paid time off.

• PTO cash out.

• Family resources.

• EAP counseling sessions.

• Headspace® access.

• Backup child and elder care.

• Maternity/paternity leave.

• Professional development programs.

• On-demand virtual leadership and development courses through DaVita’s StarLearning online training platform.