Tier II Service Desk Analyst - Epic Support - Hybrid

Community Health Network • Indianapolis, IN

45d • Hybrid

About The Position

The Tier II Service Desk Analyst plays a key role in supporting the organization’s IT operations by resolving or appropriately escalating incoming support requests related to Epic. Acting as a critical bridge between Tier I support and advanced technical teams, this role focuses on handling more complex Epic-related issues that require deeper technical knowledge, troubleshooting skills, and analytical thinking.
The Tier II Service Desk Analyst assists with problem management by conducting thorough analysis of Epic incidents and information requests that cannot be fully resolved at the Tier I level. This includes applying advanced troubleshooting techniques within the Epic environment and determining next steps. When necessary, the Tier II Analyst escalates issues to Epic application teams, or vendor support while ensuring accurate documentation, clear communication, and proper follow-up.
In addition to incident resolution, the Tier II Service Desk Analyst contributes to improving service quality by identifying recurring Epic-related issues, updating knowledge articles, and sharing insights with Tier I staff to improve first-call resolution. This role requires strong customer service skills, technical expertise, and the ability to work collaboratively with clinical staff, end users, and IT teams to ensure reliable and efficient Epic system support.

Requirements

• Applicants for this position should be able to collaborate with others in a team setting, have excellent communication skills, and a positive attitude toward problem-solving.
• Bachelor’s degree or equivalent field related work experience required.
• A combination of education and experience will be considered in lieu of a degree.
• Three (3) years of customer service experience required.
• Ability to communicate effectively both orally and in writing, including listening.
• Desire to be helpful in any situation.
• Strong technical skills and the ability to learn and apply new technologies.
• Demonstrate the ability to operate effectively.
• Ability to type efficiently and accurately.

Nice To Haves

• One (1) year of ServiceNow experience is strongly preferred.

Responsibilities

• Resolving or escalating incoming support requests related to Epic.
• Handling more complex Epic-related issues that require deeper technical knowledge, troubleshooting skills, and analytical thinking.
• Conducting thorough analysis of Epic incidents and information requests that cannot be fully resolved at the Tier I level.
• Applying advanced troubleshooting techniques within the Epic environment and determining next steps.
• Escalating issues to Epic application teams, or vendor support while ensuring accurate documentation, clear communication, and proper follow-up.
• Identifying recurring Epic-related issues.
• Updating knowledge articles.
• Sharing insights with Tier I staff to improve first-call resolution.
• Work collaboratively with clinical staff, end users, and IT teams to ensure reliable and efficient Epic system support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees