Service Desk Analyst (Epic/EMR/EHR)

Visaya Knowledge Process Outsourcing Corporation; Metro Manila; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Night differential 15%

HMO after 30 days with optional depend

Retirement benefits

24 leave credits per year

Wholistic employee wellness program

Job summary

Visaya Knowledge Process Outsourcing Corporation is seeking an experienced Epic/EHR/EMR Service Desk Analyst to deliver technical and application support for Epic users in a healthcare setting. You will handle incidents, requests, and clinical workflow inquiries with an emphasis on customer service and timely resolution.

The role focuses on structured service desk support, Epic troubleshooting, testing, and production support.

Qualifications

• Experience in healthcare service desk and Epic/EHR support preferred.
• Epic or EHR/EMR knowledge with incident handling and production support experience.
• Familiarity with HIPAA and healthcare information security standards.

Responsibilities

• Serve as primary contact for Epic-related incidents and service requests.
• Provide technical and functional support to physicians, nurses, and clinical staff.
• Log, categorize, and resolve tickets per SLA.
• Troubleshoot Epic application errors, access issues, and workflow concerns.
• Escalate complex issues to appropriate teams and maintain ownership through resolution.
• Assist with testing, validation, and configuration changes of Epic modules.
• Document procedures, resolutions, and known errors in the knowledge base.
• Support production activities during upgrades and go-live periods.
• Ensure compliance with incident, change, and data privacy procedures.

Skills

English communication

Analytical skills

Troubleshooting

Documentation

Education

Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Nursing, or related field

Tools

ServiceNow

Job description

About Visaya KPO

Visaya Knowledge Process Outsourcing Corporation is a proudly Filipino organization recognized globally for service excellence, innovation, and a culture of malasakit. We are committed to building long-term partnerships through quality, reliability, and a people-first approach.

Role Overview

We are looking for an experienced Epic/EHR/EMR Service Desk Analyst to provide technical and application support for Epic users within a healthcare environment. The ideal candidate has hands-on experience handling Epic-related incidents, service requests, application issues, access concerns, and clinical workflow inquiries.

This role combines structured service desk support with Epic application troubleshooting, testing, and production support. Epic certification is preferred but not required for candidates with strong, directly relevant Epic or EHR/EMR support experience.

Key Responsibilities

• Serve as a primary point of contact for Epic-related incidents, service requests, and application concerns.
• Provide technical and functional support to physicians, nurses, clinical staff, and other Epic users.
• Log, categorize, prioritize, investigate, and resolve support tickets in accordance with established service-level agreements.
• Troubleshoot Epic application errors, access issues, workflow concerns, system behavior, and other user-reported problems.
• Perform initial diagnosis and resolution before escalating complex issues to the appropriate application, infrastructure, or vendor support teams.
• Take ownership of assigned incidents and service requests from initial reporting through resolution and closure.
• Support assigned Epic applications or modules based on established procedures and operational requirements.
• Assist with application testing, validation, system updates, enhancements, and configuration changes.
• Provide production support during system upgrades, maintenance activities, implementations, and go-live periods.
• Document troubleshooting procedures, resolutions, known errors, and knowledge-base articles.
• Monitor recurring incidents, identify trends, and assist with root-cause analysis and problem management.
• Coordinate with application analysts, clinical teams, technical support groups, vendors, and other stakeholders to resolve issues.
• Follow established incident management, change management, data privacy, information security, and HIPAA-compliance procedures.
• Maintain accurate and complete ticket documentation using ServiceNow or a similar IT service management platform.
• Meet established service desk targets, including response time, resolution time, ticket quality, customer satisfaction, and SLA compliance.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, Nursing, or a related field is preferred.
• At least 2–4 years of experience in healthcare service desk, Epic application support, clinical systems support, or a related function.
• Hands-on experience supporting Epic or another EHR/EMR platform in a healthcare or clinical environment
• Epic certification in at least one application or module is preferred.
• Experience handling incidents, service requests, troubleshooting, escalation, and production support.
• Familiarity with clinical workflows, healthcare operations, and electronic health record systems.
• Experience with Epic application testing, validation, configuration, or system enhancements is an advantage.
• Experience using ServiceNow or another ITSM or ticketing platform.
• Knowledge of incident, problem, request, and change management processes.
• Understanding of service-level agreements, ticket prioritization, escalation procedures, and knowledge-base navigation.
• Familiarity with HIPAA requirements, patient-data confidentiality, and healthcare information-security standards.
• Excellent verbal and written English communication skills.
• Strong analytical, troubleshooting, documentation, and problem-solving abilities.
• Ability to explain technical concerns clearly to clinical and non-technical users.
• Strong customer service mindset with the ability to remain professional when handling urgent or high-impact concerns.
• Ability to work independently and collaborate effectively with application, clinical, and technical teams.
• Willing to work according to the schedule and work arrangement required.

Relevant Epic certifications may include, but are not limited to:

• Epic Ambulatory
• EpicCare Inpatient
• ClinDoc
• Orders
• MyChart
• Willow Inpatient or Ambulatory
• Radiant
• Cupid
• OpTime
• ASAP
• Beacon
• Cadence
• Prelude
• Resolute Professional Billing
• Care Everywhere
• EpicCare Link
• Stork
• Bugsy

Applicants with an Epic certification are encouraged to indicate their certified application or module and current certification status during the application process.

Perks and Benefits

• 15% Night Differential
• HMO coverage after 30 days of employment, with the option to add up to two dependents
• Retirement Benefits
• 24 Leave Credits per year, convertible to cash
• Wholistic Employee Wellness Program

Why Join Visaya KPO?

• Be part of a multi-awarded, 100% Filipino-owned company recognized for its leadership and innovation in the outsourcing industry.
• Work in a culture that values professional growth, employee well-being, and long-term partnerships.
• Enjoy industry-leading benefits and a supportive, inclusive environment.

Visaya KPO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.