[Hiring] Epic Ambulatory Support Analyst @CVS Health

Role Description

This position supports CVS Health enterprise users by providing issue root cause analysis and resolution, including break/fixes, for our Epic Ambulatory application.

• Provides technical advice, guidance, and informal training to customers using hardware and software programs.
• Holds an Epic Ambulatory certification along with a minimum of 2 years Ambulatory experience.
• Independently troubleshoots and restores routine and advanced technical service problems by analyzing, identifying, and diagnosing faults and symptoms.
• Proactively monitors and performs preventative maintenance.
• Performs necessary diagnostic, root cause analysis, and corrective actions for Epic Ambulatory application.
• Able to identify and escalate to appropriate groups; collaborates to identify root cause.
• Creates checklists and procedures for problem control and prevention.
• Works in a team setting, sharing information, designated SME for assigned areas/functions of the business and other technical teams.
• Responds, resolves, and documents service tickets in a timely manner according to service level agreements or assigned completion dates.
• May require occasional 24 x 7 on-call support as assigned.
• Works independently without direction of teammates or manager to complete support tickets for end users.
• Ability to complete project and activities independently with little or no follow-up from Manager or Senior technician including assigned change control tasks.

Qualifications

• Epic Ambulatory certification, with a minimum of 2 years of Epic Ambulatory experience.
• Good oral and written communication skills and possesses a strong customer focus.
• Completing project tasks independently with little or no follow-up from Manager including assigned change control tasks.

Requirements

• Experience with Service Now, and Rally or Jira (preferred).
• Additional Epic certifications a plus (preferred).
• Associate’s degree or Certification or equivalent experience.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.