L1 Epic Support Analyst
Role Overview
Provides first-line support for hospital staff using Epic, logging and triaging tickets, resolving access and how-to issues, and escalating other incidents to L2 with complete records.
The role progresses to Epic certification and an L2 role.
Key Skills for This Role
Full Job Posting
Role summary
Provides first-line support for hospital staff using Epic, logging and triaging tickets, resolving access and how-to issues, and escalating other incidents to L2 with complete records.
The role progresses to Epic certification and an L2 role.
Responsibilities
- Log, categorize, and prioritize incidents and requests in ServiceNow within the client's SLA.
- Resolve login, password, Hyperspace, and Citrix access issues, printer and device-mapping issues, and knowledge-base how-to questions.
- Reproduce reported problems with steps and screenshots, then escalate them to L2 with complete details.
- Update users in writing and close tickets with clear resolution notes.
- Write and update knowledge articles for recurring issues.
- Give and receive shift handovers between the Dubai and US teams.
- Complete the employer's Epic readiness programme, followed by Epic training and certification.
Must-have requirements
- Track-relevant bachelor's degree; at least 60% in 10th grade, 12th grade, and graduation, and in postgraduate study if completed.
- Versant score of 58 or above and clear written English.
- Agreement to shifts and relocation to Dubai.
Preferred qualifications
- Postgraduate degree in hospital, health, or Health IT management.
- Experience in US healthcare operations, a clinical role, or an IT service desk.
- ITIL Foundation and ServiceNow.
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