Audit Manager II – Regulatory Management
TD
EHR Helpdesk Lead, 2nd Shift
Serigor Inc
contract
Posted on:
Location Type: Hybrid
Location: Raleigh • North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
ServiceNow
About the role
- Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting.
- Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors.
- Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight.
- Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met.
- Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues.
- Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling.
- Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).
- Develop and maintain technical documentation, workflows, and knowledge base content.
- Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices.
- Report critical incidents, risks, and patterns to leadership for further review and resolution.
Requirements
- Bachelor’s degree in information technology, Health Informatics, or related field, or equivalent combination of education and experience.
- Minimum of 3 years supporting Epic and healthcare applications.
- Proficiency with ServiceNow.
- Experience supervising or mentoring helpdesk teams in a healthcare setting.
- Strong understanding of clinical workflows and healthcare operations.
Benefits
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Epic applications supportissue triagetroubleshootingtechnical documentationworkflowsknowledge base contentServiceNowsystem upgradesTechnical Dress Rehearsals
Soft skills
leadershipcoachingperformance oversightmentoringguidancecustomer servicecommunication
