Community Health Network

Tier II Service Desk Analyst – Epic Support

Community Health Network

full-time

Posted on:

Location Type: Hybrid

Location: Shadeland Station • United States

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Tech Stack

ServiceNow

About the role

  • Supporting the organization’s IT operations by resolving or appropriately escalating incoming support requests related to Epic
  • Acting as a critical bridge between Tier I support and advanced technical teams
  • Handling more complex Epic-related issues that require deeper technical knowledge, troubleshooting skills, and analytical thinking
  • Assisting with problem management by conducting thorough analysis of Epic incidents and information requests
  • Escalating issues to Epic application teams, or vendor support while ensuring accurate documentation, clear communication, and proper follow-up
  • Contributing to improving service quality by identifying recurring Epic-related issues, updating knowledge articles, and sharing insights with Tier I staff

Requirements

  • Bachelor’s degree or equivalent field related work experience required
  • Three (3) years of customer service experience required
  • One (1) year of ServiceNow experience is strongly preferred
  • Ability to communicate effectively both orally and in writing, including listening
  • Strong technical skills and the ability to learn and apply new technologies
  • Ability to type efficiently and accurately
Benefits
  • Providing our neighbors with the best care possible
  • Volunteer opportunities and benefits initiatives
  • Ensuring our dedicated caregivers can learn and grow
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootinganalytical thinkingproblem managementtechnical knowledgecustomer service
Soft Skills
effective communicationlisteningclear communicationdocumentationfollow-up
Certifications
Bachelor's degree