Epic Analyst I

Job Description:

• Configure, manage, and maintain the ServiceNow Customer Service Management module
• Customize Self-Service Catalog items and administer portal access and permissions
• Troubleshoot ServiceNow requests, form configurations, approval workflows, and CSM issues
• Integrate Self-Service workflows with Epic EHR and third-party applications
• Create and update knowledge base articles and monitor portal usage and performance
• Gather end-user feedback and enhance the ServiceNow Self-Service module
• Oversee Asana workflows, projects, tasks, templates, dashboards, automations, integrations, and user training
• Administer Salesforce user access, security, data integrity, workflows, reports, dashboards, and integrations
• Perform system checks, updates, patch management, monitoring, access management, data migration, backup, and disaster recovery support
• Liaise between technical teams and end users; provide training and documentation
• Troubleshoot incidents, issues, and escalations with vendors and internal teams
• Identify improvements for functionality, user processes, and automation across supported applications
• Stay current with application features, best practices, and updates

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience
• Proven experience as a System Administrator or Application Administrator with ServiceNow, Asana, and Salesforce in an enterprise environment
• Strong experience administering ServiceNow Customer Service Management, including catalog items, knowledge base, and user access management
• Experience integrating ServiceNow Self-Service, Asana, Salesforce, and Epic EHR
• Proficiency in configuration, updating, troubleshooting, and application support
• Ability to provide clear instructions and support to end users
• Experience in healthcare IT, preferably Epic EHR, is highly desirable
• ServiceNow Certified System Administrator and/or Salesforce Administrator certification is a plus
• Familiarity with ITIL best practices and Service Management concepts is a plus

Benefits:

• Medical, dental, and vision insurance
• 401(k) match
• Paid time off
• PTO cash out
• Family resources
• EAP counseling sessions
• Headspace® access
• Backup child and elder care
• Maternity/paternity leave
• Professional development programs
• On-demand virtual leadership and development courses through DaVita’s StarLearning online training platform