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Healthcare ServiceNow Ticketing Systems EHR Analyst

(Jobs in Raleigh, NC)

Requirement id 154400

Job title Analyst

Job location in Raleigh, NC

Skills required Technical Support, Healthcare, ServiceNow, Ticketing Systems EHR

Open Date 23-Jul-2025

Close Date

Job type Contract

Duration 12 Months

Compensation DOE

Status requirement ---

Job interview type ---

Email Recruiter:coolsoft

Job Description Analyst: Technical Support, Healthcare, ServiceNow, Ticketing Systems EHR

Start Date :7/28/2025

End Date :07/06/2026

Submission Deadline :07/25/2025

Client Info : NCDHHS-AM

Note:

* Remote Position

* Webcam Interview Only

Description :

The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction.

Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care

Key Responsibilities:

Provide support for Epic applications, workflows, access, printing, and integration issues.

Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems.

Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems.

Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities.

Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting.

Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs).

Assist with Epic user account provisioning, role changes, template assignments, and security access requests.

Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs).

Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support.

Maintain documentation, knowledge base articles, and standard operating procedures.

Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques.

Support change management and scheduled downtime communications as needed.

Ensure adherence to HIPAA, security, and IT governance policies in all technical activities.

Escalate critical issues and downtime events according to established protocols.

Call502-379-4456 Ext 100for more details. Please provide Requirement id: 154400 while calling.

Executive Order 11246, Section 503 & VEVRAA EOE, including disability/vets