Epic Support Analyst

EHR Helpdesk Lead (2nd Shift) - Epic SME - State of North Carolina Contract Job ID: 777960 Location: Research Triangle Park (RTP), NC (27709) Duration: 9-Month Contract The Opportunity Are you an expert-level Epic Support Analyst ready to step into a leadership role? Join our team as the EHR Helpdesk Shift Lead for the State of North Carolina. This is a critical, hands-on role where you will serve as the senior technical lead and Epic Subject Matter Expert (SME), ensuring vital IT support services run smoothly during our evening hours. You will be the highest escalation point, providing mentorship and leadership to a team of dedicated analysts. Schedule Details (MANDATORY) This is a 2nd Shift position. Candidates must be available and willing to work the following schedule: Hours: 3:00 PM – 11:30 PM EST Includes: Required coverage on nights, weekends, and holidays. Key Responsibilities As the Shift Lead, you will drive issue resolution and operational excellence by: Epic Escalation: Serving as the highest escalation point for complex Epic-related incidents, service requests, and advanced troubleshooting. Technical Expertise: Providing expert-level application support, issue triage, resolution, and coordinating with clinical application analysts and vendors. Team Leadership: Leading helpdesk staff during the assigned shift, including offering guidance, coaching, and performance oversight. Queue Management: Monitoring and prioritizing ServiceNow ticket queues to consistently meet Service Level Agreements (SLAs). Cross-Functional Coordination: Coordinating with clinical informatics, application teams, and infrastructure services to resolve complex, cross-functional issues. Operational Oversight: Overseeing all helpdesk operations during the shift, managing workload distribution, shift reporting, and critical incident handling. Documentation & Training: Developing, maintaining, and reviewing technical documentation, workflows, and knowledge base content. Project Support: Assisting in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs). Compensation & Benefits Pay Rate Range: $50.00 - $70 per hour (DOE) This is a 9-month contract position. Qualifications (Must-Haves) To be considered for this critical role, you must meet the following basic qualifications: Experience: Minimum of 3 years of hands-on experience supporting Epic and other clinical healthcare applications. Leadership: Documented experience supervising or actively mentoring / coaching helpdesk teams in a healthcare or IT service desk setting. ITSM Proficiency: Strong, practical proficiency with ServiceNow or a similar enterprise IT Service Management (ITSM) tool. Education: Bachelor’s degree in Information Technology, Health Informatics, or a related field, OR an equivalent combination of education and experience. Preferred Qualifications: Strong understanding of clinical workflows and overall healthcare operations.