Ensure the stability and efficiency of the Epic electronic health record platform by maintaining high standards in reliability, performance, and security. Monitor incident queues and respond to system alerts, providing timely updates and documenting resolutions. Perform regular system checks to identify potential issues related to network activity, user compliance, and access controls.
What You'll Do
- Track and resolve incidents and service requests using ServiceNow, including follow-up with stakeholders for clarification and closure
- Support system uptime through on-call availability for critical issues
- Monitor server and network performance, identifying anomalies and addressing potential security risks
- Manage user accounts, permissions, and environment configurations across platforms
- Collaborate with internal teams and external partners during implementation phases, including requirements gathering, workflow design, testing, and go-live support
- Facilitate communication between technical staff and client stakeholders to clarify needs and explain system functionality
- Support third-party integrations by participating in design, configuration, testing, and troubleshooting
- Assist in planning and executing Epic system upgrades, including build configuration and validation
- Document system configurations and migration steps using tools like Nova, Orion, and Asana
- Work with subject matter experts to evaluate enhancement requests and implement optimized workflows
- Train and mentor junior team members and maintain up-to-date knowledge base resources
Requirements
- Bachelor’s degree in a related field
- Proficiency with Epic tools including Orion, Nova, and Sherlock
- Experience with Microsoft Office, Active Directory, and Citrix environments
- Familiarity with ServiceNow and project tracking platforms such as Asana
- Understanding of Epic hardware integration and data mapping principles
- Knowledge of Windows administration and system security practices
- One or more Epic build certifications (e.g., Cadence, Prelude, Referrals, Real Time Eligibility)
- Additional Epic certifications in areas such as MyChart, Care Everywhere, Resolute, Charge Router, or Security Reporting are strongly preferred
- Project management certification (PMP or CAPM) is a plus
- Experience in nephrology or kidney care settings is beneficial
Benefits
- Medical, dental, and vision insurance with strong employer contributions
- 401(k) matching program and option to cash out unused PTO
- Generous paid time off and parental leave policies
- Employee Assistance Program (EAP), mental wellness resources including Headspace® access
- Backup child and elder care services
- Professional development opportunities through DaVita’s StarLearning platform
- On-demand leadership and technical training courses
