Senior Support Analyst (Triage)
About The Position
GDIT has been supporting the IHS mission for over 20 years, working with the agency to provide integral services to raise health access and availability to 2.6 million American Indians and Alaska Natives. You'll be part of modernizing the EHR platform to enable better data access, patient experience, and quality of care for 567 tribes, 37 states, and over 600 medical facilities. Our work depends on a Support Analyst joining our team to support the Indian Health Service (IHS) Electronic Health Records Modernization (EHRM) program. As a Support Analyst supporting the IHS EHRM program, you will be responsible for supporting the Sustainment Operations Incident and Reliability pillar. This position is fully remote! HOW A SUPPORT ANALYST (TRIAGE) WILL MAKE AN IMPACT: Play a critical role in maintaining the stability and usability of the PATH (Oracle Cerner Millennium) environment by serving as the first line of support for clinical and operational users. Efficiently triage and resolve service requests in ServiceNow. Reduce downtime, protect data integrity, and help clinicians and staff focus on delivering safe, high-quality patient care. Working closely with application, technical, and operational teams, the Support Analyst will: Accurately assess and route Oracle Cerner Millennium issues to the right teams, ensuring timely response and resolution against defined SLAs. Perform initial troubleshooting and provide clear, actionable information in ServiceNow tickets to accelerate root cause analysis and remediation. Improve the user experience by communicating status updates, workarounds, and resolutions in a professional and understandable way. Contribute to process and knowledge improvements by identifying trends, documenting recurring issues, and recommending enhancements to triage workflows and knowledge articles. Through consistent, high-quality triage and customer support, help strengthen customer trust, support contract performance, and enable mission success across the healthcare environment.
Requirements
- Bachelor’s degree or equivalent combination of education and experience.
- 4+ years of experience supporting medium to large IT projects to include performance reporting and system setup.
- Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Visio.
- Extensive understanding Oracle Cerner Millennium (PATH) EHR system, ServiceNow incident triage, management, and incident resolution.
- Training/education/experience in task coordination; functional knowledge of IT project management concepts and tools.
- Ability to travel up to 25% of the year, if needed.
Nice To Haves
- 4+ years of relevant analyst experience.
- Experience supporting federal contract program manager.
- Task management experience and/or skills.
- Excellent organizational and time management skills; ability to manage frequently changing priorities of competing importance.
- Ability to communicate and interact effectively with internal/external teams including key stakeholders and customers.
- Ability to work independently with minimal supervision and within tight deadlines, following detailed written policies, processes, procedures, and work instructions.
- Ability to produce high-quality documentation that contributes to the overall success of our program.
Responsibilities
- Accurately assess and route Oracle Cerner Millennium issues to the right teams, ensuring timely response and resolution against defined SLAs.
- Perform initial troubleshooting and provide clear, actionable information in ServiceNow tickets to accelerate root cause analysis and remediation.
- Improve the user experience by communicating status updates, workarounds, and resolutions in a professional and understandable way.
- Contribute to process and knowledge improvements by identifying trends, documenting recurring issues, and recommending enhancements to triage workflows and knowledge articles.
Benefits
- Full-flex work week
- 401K with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Rest and recharge with paid vacation and holidays
- Variety of medical plan options
- Dental plan options
- Vision plan
- Ability to contribute both pre and post-tax dollars to 401k
- Variety of paid time off plans, including vacation, sick and personal time
- Paid parental, military, bereavement and jury duty leave
- 15 days of paid leave per calendar year
- 10 paid holidays per year
- GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
