L1 Epic Support Analyst
Role Overview
Provides first-line support to hospital staff using Epic.
Resolves access and how-to issues and escalates remaining issues to L2 with a complete record.
The role progresses to Epic certification and an L2 role.
Location stated in the description: Dubai.
Key Skills for This Role
Full Job Posting
Role overview
Provides first-line support to hospital staff using Epic.
Resolves access and how-to issues and escalates remaining issues to L2 with a complete record.
The role progresses to Epic certification and an L2 role.
Location stated in the description: Dubai.
Responsibilities
- Log, categorize, and prioritize incidents and requests in ServiceNow within the client's SLA.
- Resolve login, password, Hyperspace and Citrix access, printer, device-mapping, and knowledge-base how-to issues.
- Reproduce 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 repeat issues.
- Give and receive shift handovers between Dubai and US teams.
- Complete the company's Epic readiness programme, followed by Epic training and certification.
Must-have qualifications
- Track-relevant bachelor's degree, with at least 60% in 10th grade, 12th grade, and graduation; postgraduate marks apply if applicable.
- Versant score of 58 or above.
- Agree to shifts and relocation to Dubai.
- Clear written English.
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 or ServiceNow experience.
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