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Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.

This role is integral to supporting the Epic electronic health record (EHR) and peripheral viability through ongoing support and implementations, focusing on technical planning, deployment, troubleshooting, and assurance of operational readiness and sustainability. This position involves extensive collaboration across technical and clinical teams to ensure continuous system performance in support of clinical operations and facilitation of smooth Epic upgrades and deployments, emphasizing end-user support and system functionality.

The incumbent will provide both on-site and remote technical assistance, managing hardware, software, and networking equipment deployment and maintenance. Key responsibilities include supporting Epic implementation, coordinating with site leadership and application teams, and troubleshooting to ensure a seamless end-user experience during Epic activations and upgrades.

A caregiver in this position works on a hybrid schedule, Monday - Friday from 8:00AM - 5:00PM, with 4 days onsite per week.

A caregiver who excels in this role will:

+ Develop, maintain, manage and implement operational systems and activities.

+ Serve as a liaison with all levels of Cleveland Clinic and the outside community.

+ Manage multiple projects and priorities.

+ Serve as a coach and mentor for other caregivers.

+ Review and monitor adherence to Human Resources policies and corporate compliance procedures.

Expanded Description of Responsibilities

Deployment and Installation

+ Facilitate deployment of network components, desktops, and printers to support Epic upgrades / go-lives

+ Execute Technical Dress Rehearsal (TDR) testing aligned with Epic deployment scripts

+ Perform plug-and-play setups for desktops, monitors, and printers

+ Ensure printer configurations are completed across all systems

Inventory and Documentation

+ Maintain comprehensive inventory of workstations and printers to ensure continuous performance and readiness for Epic upgrades / cutovers

+ Document workstation-to-printer mappings and update status logs according to Epic go-live standards

Support and Issue Resolution

+ Triage inbound Epic related requests and incidents and as necessary coordinate response and resolution of end user requests and/or production performance issues with IT Department Core teams

+ Act as the primary contact for go-live issues, escalating technical problems to Epic teams as necessary

+ Provide on-site troubleshooting for hardware, connectivity, and peripheral integration related to Epic workflows

+ Manage end-user feedback and escalate issues to the Site Coordinator or relevant teams

Collaboration and Knowledge Sharing

+ Partner with Epic application, interface, testing, printing, and training teams to ensure cross-functional readiness

+ Mentor junior technical staff to promote consistency and knowledge transfer

+ Work closely with site leadership and Epic technical teams to support operational readiness

+ Communicate project status, risks, and readiness updates to leadership and governance sponsors

+ Provide clear, timely reporting to stakeholders to align on deployment / operational progress and issue resolution

Flexibility and Coverage

+ Support extended go-live hours including evenings, nights, and weekends as assigned

+ Travel to multiple facilities during Epic activations

+ Be available for day, evening, or night shifts as required

Minimum qualifications for the ideal future caregiver include:

+ Bachelor's Degree in Business Administration, Healthcare Administration or related field and six years of related experience OR Master's Degree and five years of related experience

+ Knowledge of statistical and financial analysis, primary research and business plan development

+ ITIL certification required within first 6 months of employment

Preferred qualifications for the ideal future caregiver include:

+ Master's degree preferred.

+ Healthcare experience.

+ Experience supporting site activations in healthcare with clinical and business applications

+ Background in project change management and operational readiness

+ Strong organizational and communication skills

+ Experience coordinating cross-application workstreams and large-scale EHR projects including Epic and ancillary systems.

+ Project Management Professional (PMP) certification or equivalent preferred

Personal Protective Equipment:

+ Follows Standard Precautions using personal protective equipment as required for procedures.

Physical and Safety Requirements

+ Manual dexterity for operating office equipment

+ Ability to sit, stand, walk, and/or dial into various locations within the health system for meetings

+ Normal or corrected vision and clear verbal communication skills

+ Adherence to standard precautions using personal protective equipment

Pay Range

Minimum Annual Salary: $84,200.00

Maximum Annual Salary: $128,412.50

The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate's actual compensation will be determined after taking factors into consideration such as the candidate's work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic's benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities