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Dew Software, a leading player in the Digital Transformation space, is seeking an experienced Epic Service Desk Analyst with a background in healthcare. As a CMMi Level 3 and ISO certified organization, Dew Software is committed to delivering exceptional outcomes and supporting Fortune 500 companies in their digital transformation journeys. With 14 development centers spanning 9 countries and a focus on cutting-edge technologies, the company offers an exciting opportunity to drive digital innovation and transformation in the healthcare industry.

Responsibilities

• Provide exceptional customer service to end-users by answering and resolving their inquiries related to EPIC applications
• Document all calls and issues in the ticketing system, ensuring detailed and accurate information is recorded
• Work closely with the clinical and technical teams to ensure timely resolution on all issues
• Monitor and escalate issues to the appropriate teams or vendors, as needed
• Participate in project and implementation activities, including testing and training of end-users
• Contribute to the knowledge base by creating and updating documentation and procedures
• Communicate effectively with all stakeholders, providing regular status updates on open tickets and issues

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field
• Minimum of 5 years of experience in a service desk or helpdesk environment, preferably in healthcare
• Experience in troubleshooting and resolving technical issues related to Epic applications
• Strong knowledge of ITIL processes and best practices
• Familiarity with ticketing systems, such as ServiceNow or Remedy
• Excellent communication and interpersonal skills, with a focus on providing excellent customer service
• Ability to work collaboratively with cross-functional teams