Support Analyst – Triage

General Dynamics Information Technology

Support Analyst maintaining stability and usability of the Oracle Cerner Millennium environment. Collaborating with technical teams to resolve service requests, improving user experience in healthcare operations.

Posted 7/13/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $82,283 - $111,323 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Oracle Cerner Millennium EHR system and ServiceNow incident management, ensuring effective triage and resolution of service requests while enhancing user experience. Proficient in Microsoft Office Suite for reporting and documentation, with a strong foundation in IT project management concepts.

Highest-signal resume keywords

Oracle Cerner Millennium EHR SystemServiceNow Incident ManagementIT Project ManagementMicrosoft Office SuiteTriage and Incident Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident TriageRoot Cause AnalysisPerformance ReportingSystem SetupData Integrity Management

Soft Skills

CommunicationProblem-SolvingUser Experience ImprovementTask Coordination

Tools & Technologies

ServiceNowMicrosoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Visio

Industry Keywords

Clinical SupportOperational SupportHealthcare ITPatient CareSLA Management

Tech Stack

Tools & technologies

OracleServiceNow

About the role

Key responsibilities & impact

Play a critical role in maintaining the stability and usability of the PATH (Oracle Cerner Millennium) environment by serving as the first line of support for clinical and operational users.
Efficiently triage and resolve service requests in ServiceNow.
Reduce downtime, protect data integrity, and help clinicians and staff focus on delivering safe, high-quality patient care.
Accurately assess and route Oracle Cerner Millennium issues to the right teams, ensuring timely response and resolution against defined SLAs.
Perform initial troubleshooting and provide clear, actionable information in ServiceNow tickets to accelerate root cause analysis and remediation.
Improve the user experience by communicating status updates, workarounds, and resolutions in a professional and understandable way.
Contribute to process and knowledge improvements by identifying trends, documenting recurring issues, and recommending enhancements to triage workflows and knowledge articles.

Requirements

What you’ll need

2 + years of related experience
Bachelor’s degree or equivalent combination of education and experience.
4+ years of experience supporting medium to large IT projects to include performance reporting and system setup.
Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Visio.
Extensive understanding Oracle Cerner Millennium (PATH) EHR system, ServiceNow incident triage, management, and incident resolution.
Training/education/experience in task coordination; functional knowledge of IT project management concepts and tools.
Ability to travel up to 25% of the year, if needed.

Benefits

Comp & perks

Full-flex work week to own your priorities at work and at home.
401K with company match.
Comprehensive health and wellness packages.
Internal mobility team dedicated to helping you own your career.
Professional growth opportunities including paid education and certifications.
Cutting-edge technology you can learn from.
Rest and recharge with paid vacation and holidays.