EHR IT Support Analyst — Hybrid (Incidents)

UPMC Ireland; Kilkenny; Hybrid; EUR 42,000 - 54,000; Full time

Benefits offered by this job

Fully paid parental leave

Competitive Pension Plan

Critical Illness cover

Job summary

UPMC Ireland is seeking an ICT Technical Support Analyst to provide frontline support for a large EHR implementation. You will manage incidents in ServiceNow, coordinate with IT and clinical teams, and help maintain documentation and SOPs.

The role requires experience in IT support within healthcare settings and strong troubleshooting skills. In a hybrid Dublin/Kilkenny environment, you will support role-based access controls, device configurations, and project work, while communicating clearly

Qualifications

• Diploma or degree in Computer Science or Information Systems or equivalent practical experience.
• Experience in IT support, preferably in healthcare/EHR/service management environments.
• Practical experience using ServiceNow to manage incidents and requests.
• Ability to work under pressure in a fast-paced environment.
• Excellent problem solving, troubleshooting and diagnostic skills.
• Demonstrates accountability and ownership of support duties.
• Fluent English and eligible to work in Ireland.

Responsibilities

• Monitor and triage requests and incidents in ServiceNow.
• Troubleshoot and resolve technical issues; take ownership of ongoing issues.
• Escalate issues to Level 2/3 or vendor support as needed.
• Coordinate meetings with stakeholders to resolve tickets.

Skills

IT support experience

ServiceNow experience

Troubleshooting

Problem solving

Fluent English

Work under pressure

Education

Diploma or degree in Computer Science or Information Systems

Tools

ServiceNow

Microsoft Office

Job description

UPMC Ireland is seeking an ICT Technical Support Analyst to provide frontline support for a large EHR implementation. You will manage incidents in ServiceNow, coordinate with IT and clinical teams, and help maintain documentation and SOPs.

The role requires experience in IT support within healthcare settings and strong troubleshooting skills. In a hybrid Dublin/Kilkenny environment, you will support role-based access controls, device configurations, and project work, while communicating clearly