IS Epic Support Analyst - Shared Services Requisition ID 2024-53202 Overview The Epic Clinical Support Analyst is responsible for providing tier 2 technical support to the NCH Epic clinical users. The analyst provides an advanced level of customer service to our users while working with the other members of the clinical support team to improve processes and strive toward timely resolution of system issues. Why Nationwide Children's Hospital? The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose. Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission. We're 16,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere. Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere. Nationwide Children's Hospital. A Place to Be Proud. Responsibilities Serve as the Tier II first point of contact for IS Epic Clinical related issues by responding to requests for technical assistance by phone, email, or electronic self-service tool Gather needed information from users that will assist in the timely resolution of incidents and requests. Identify situations requiring urgent attention, prioritize and seek assistance as indicated. Provide accurate and timely logging of issues and documentation of resolution of these issues in the Service Management system. Take ownership of user issues and communicate progress in a timely manner. Assist with developing processes for incident resolution and developing reports to support process improvement Assist with training curriculum for Tier I support staff concerning the Epic clinical system. Qualifications Knowledge, Skills and Abilities Required: Polite, friendly, and empathetic presence. Clear, confident, and calming voice. Ability to listen to understand Ability to think and act quickly. Detail oriented and thorough in follow-up. Exceptional problem solving skills and technical skills. Excellent verbal and written communications skills. Professional and polished appearance. Excellent customer service skills and the ability to translate technical information into user-friendly terminology. Ability to work with business people in a collaborative application design and development environment. Exceptional interpersonal, presentation, and communication skills required to interact effectively with all levels of the organization and external contacts. One on One and small group teaching skills. Working knowledge of NCH main hospital (locations of clinics and services) and all regional clinics and care centers. Understanding of how the NCH IS Departments and teams work together to provide services to our users. Extensive knowledge of information systems principles and techniques, and good analytical ability. Technical aptitude with