EHR Helpdesk

STI; North Carolina; On-site; USD 90,000 - 120,000; Full time

Job summary

STI in the United States (North Carolina) seeks an experienced Epic Support Lead to serve as the highest escalation point for complex Epic incidents, triage issues, and coordination with application analysts and vendors.

You will lead a helpdesk team, monitor ServiceNow queues, drive go‑lives and upgrades, develop technical docs, and mentor staff to uphold service standards and patient‑care workflows.

Qualifications

• Bachelor’s degree or equivalent in IT/health informatics or related field.
• Minimum 3 years supporting Epic and healthcare applications.
• Proficiency with ServiceNow.
• Experience supervising or mentoring helpdesk teams in healthcare.
• Strong understanding of clinical workflows and healthcare operations.

Responsibilities

• Serve as the highest escalation point for Epic incidents and requests.
• Provide expert-level Epic support, including triage and resolution.
• Lead support staff during shifts with coaching and oversight.
• Monitor ServiceNow queues to meet SLAs.
• Coordinate with clinical informatics, application teams, and infrastructure.
• Oversee helpdesk operations during shifts and reporting.
• Assist in Epic go-lives, upgrades, and TDRs.
• Develop and maintain technical documentation and knowledge bases.
• Train and mentor helpdesk staff on standards and customer service.
• Report incidents, risks, and patterns to leadership.

Skills

Epic support

ServiceNow

Team leadership

Clinical workflows

Healthcare IT

Documentation

Education

Bachelor's degree in IT/Health Informatics or related field

Equivalent experience

Tools

Epic

Job description

Key Responsibilities

• Serve 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 Skills

• Skill
• Required /Desired
• Amount
• Of Experience
• Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
• 0
• Minimum of 3 years supporting Epic and healthcare applications
• 3
• Years
• Proficiency with ServiceNow
• 3
• Years
• Experience supervising or mentoring helpdesk teams in a healthcare setting
• 3
• Years
• Strong understanding of clinical workflows and healthcare operations.
• Highly desired
• 0