Description:Position SummaryThe EHR Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift.The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities.Experience supporting Epic EHR is required.Key ResponsibilitiesServe 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.Required / Desired SkillsSkill Required / Desired Amount of ExperienceBachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience. RequiredMinimum of 3 years supporting Epic and healthcare applications Required 3 YearsProficiency with ServiceNow Required 3 YearsExperience supervising or mentoring helpdesk teams in a healthcare setting Required 3 YearsStrong understanding of clinical workflows and healthcare operations. Highly desiredNotes:2nd Shift (3PM EST – 11:30 PM EST)HybridVIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Position SummaryThe EHR Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift.The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities.Experience supporting Epic EHR is required.Key ResponsibilitiesServe 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.Required / Desired SkillsSkill Required / Desired Amount of ExperienceBachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience. RequiredMinimum of 3 years supporting Epic and healthcare applications Required 3 YearsProficiency with ServiceNow Required 3 YearsExperience supervising or mentoring helpdesk teams in a healthcare setting Required 3 YearsStrong understanding of clinical workflows and healthcare operations. Highly desiredNotes:2nd Shift (3PM EST – 11:30 PM EST)Hybrid
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